Guest Service Agent

SUBSIDIZED STAFF HOUSING IS AVAILABLE.

As a Guest Service Agent (GSA) with our Rooms Division, you will be an significant member of a team that creates an atmosphere of exceeding guest expectations, each and every shift. You will find success in your role by making business decisions that are focused on upholding the highest standards in guest service while delivering against key financial goals and performance metrics for the department. In this highly visible role, the GSA is responsible for the first and last impression, the check in and check out process, communication of information and delivering authentic hospitality to each and every guest. This includes promoting the lodge and the surrounding areas, promptly following up on guest requests and concerns, using strong and effective communication with all other hotel departments, seeking feedback from guests and exceeding their expectations, whether by wowing them, or when in service recovery.
Checking guests into the hotel, checking out guests from the hotel and provide service whenever required
Provide courteous, professional and attentive guest service at all times
Establishing a personal rapport with the guest in order to learn about their needs and expectations
Actively seek feedback from guests, following up and taking action to exceed guest expectations, whether that is to wow the guest, or in service recovery
Must be able to work a variety of shifts mornings, afternoons, evenings and holidays
Solid and effective communication with all other departments, and strong team work required between all inter-related departments (Housekeeping, Conference Services, Tours, Accounting,



etc)
In order to be considered for this role, you have experience with POS systems, Excel and Outlook
Previous hotel front office experience or education completed within hospitality sector required
Degree or Diploma in Hospitality is preferred but not required
Required to stand for extended periods throughout the shift.
Ability to sit for extended periods while operating the switchboard and completing administrative tasks.
Repetitive hand, wrist, and finger movements (typing, data entry, processing payments, handling key cards, operating office equipment).
Regular bending, light crouching, and twisting to access drawers, printers, office supplies, and guest amenities.
guest luggage, guest packages or office supplies.
Verbal communication requiring clear speaking and active listening for extended periods in a fast-paced, guest-facing setting both in person and over the phone.
Flexibility to work varied shifts, including mornings, evenings, weekends and holidays based on business levels.
Personal days: 5 per year after 90 days of continued full-time employment
Food and Beverage discounts at ALL 6 of our dining outlets
Growth and development opportunities, both personal and professional
Onsite newly-renovated staff accommodations which include a residence convenience store and employee gym
One meal per day in our employee cafeteria (taxable benefit)
Vacation is accrued starting on your first day of work at a rate of 4% of your earnings
Marriott Destinations membership providing you with discounted room rates and food and beverage discounts at any of Marriott’s chain of hotels

📌 Guest Service - At Your Service Agent - Full Time (Calgary)
🏢 Pomeroy Kananaskis Mountain Lodge
📍 Calgary