Guest Service Agent

Fort McMurray, AB

Best Western Plus Sawridge Suites

March 8, 2018 Job Expired

Front Desk/Reservations Agent, Night Auditor

Sawridge hotels across Alberta have been awarded the 2017/18 Employer of Choice Award by Alberta Hotel and Lodging Association . We believe that people who enjoy a good working relationship with their company project a positive attitude and personality towards our guests and fellow team members. Sawridge is committed to hiring and nurturing individuals with an array of talent, experience, perspective, and backgrounds that will recognize the needs of, and provide exceptional service to our guests. We understand that each of us is unique and we promote a corporate culture that celebrates and respects each other's differences.


The Guest Service Agent represents the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experiences superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout.


  • Maintains an inventory of vacancies, reservations and room assignments.
  • Processes reservations delivered by telephone, mail, fax, central reservations systems, sales office, and travel agents; and prepares letters of confirmation.
  • Processes cancellations and modifications
  • Knows room locations, types of rooms available, and room rates.
  • Registers arriving guests and assigns rooms.
  • Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
  • Coordinates guest room maintenance work with the engineering and maintenance division.
  • Uses persuasive selling techniques to sell rooms and to promote other services of the hotel.
  • Knows daily activities and meetings taking place in the hotel.
  • Reports any unusual occurrences or requests to the manager or assistant manager.
  • Manages and resolves all guest complaints in a professional and courteous manner.
  • Processes guest check-outs and handles monetary transactions.
  • Processes transactions from the Market in the absence of a dedicated cashier.
  • Maintains customers’ privacy. • Maintains a high level of professional appearance and demeanor.
  • Knows community happenings and is able to assist guests with any inquiries about the community.
  • Provides each guest with exceptional and personalized customer care to ensure every experience is memorable.
  • Be a brand ambassador and promote all Best Western Rewards initiatives.
  • Performs other duties as assigned.

◾High school diploma or equivalent. ◾Previous hotel-related experience preferred. ◾Ability to communicate with public, hotel staff, and management in a fluent and professional manner. ◾Knowledge of surrounding areas and local events. ◾Ability to understand and adhere to proper credit and cash handling policies and procedures. Able to properly secure guest information. ◾Ability to learn safety, emergency, and accident prevention policies and procedures. ◾Experience in Property Management systems strongly preferred ◾Skilled in the use of front office equipment. ◾Knowledge of proper telephone etiquette. ◾Ability to work a flexible schedule, including weekends and holidays ◾Have full-time availability for the first 2 months of training.

Less than 1 year

High School

Part Time

21hrs - 30hrs

Cash handling skills, Computer skills, Customer Service, Detail-oriented, English Communication Skills, Interpersonal Skills, Microsoft Excel, Microsoft Outlook, Microsoft Word, Problem Solving, Stress management, Work with minimal supervision

Not specified.

Health Care Spending Account
On-going professional development
Employee Discounts

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