Guest Service Representative/Reservations Agent - The Wickaninnish Inn

Company Description

We are a family-owned Relais & Châteaux property located on the stunning West Coast of Vancouver Island and have been creating world-renowned guest experiences since we opened in 1996.

While situated in one of the most beautiful places in the world, the success of the Wickaninnish Inn is based on our visionary leadership, the spirit of our people, and the unwavering passion of our teams. Together we deliver the highest service standards in an engaging and supportive work environment. 

Discover why working at the Wickaninnish Inn will transform your career and give you an opportunity to explore the Pacific Northwest. Wickaninnish Inn Careers

Job Description

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Join our Front Office Team as a Guest Service Representative/Reservations Agent, where you have the opportunity to learn and grow in a Relais & Châteaux property recognized by Forbes, Michelin Key, AAA Four Diamond, and Travel & Leisure’s World’s Best Hotels.

We are dedicated to fostering a culture of belonging where every individual is appreciated and valued for who they are. We are passionate about providing a supportive environment for our team, delivering excellence to our guests while achieving the highest sustainability practices, and creating a lasting legacy for our families and communities.

A Guest Service Representative ( GSR ) is the Wickaninnish Inn’s version of a Front Desk Agent, and then some. The GSR not only greets guests and checks them in but they also become that guest’s personal contact throughout their stay. The position offers a great deal of flexibility to "think outside of the box" and positively impact guests’ experience. A GSR often has the opportunity to speak with a guest on the phone, make their reservation arrangements, and be the one to greet and check them in upon arrival and bring them to their room to get them settled in!

The Reservations Agent works alongside the Reservations Supervisor as part of our Reservations Team and is a primary contact for guests making room, dining, spa, and activity reservations at the Wickaninnish Inn.

As a Guest Service Representative/Reservations Agent you will:

• Ensure efficient and personalized guest service, meeting and exceeding Relais & Chateaux, AAA 4 & 5 Diamond, and Forbes Standards.
• Execute reservations for guest rooms, dining, spa services, and activities.
• Monitor and respond to all email inquiries relating to accommodations, dining, spa, activities, and other guest experiences.
• Manage the organization and prioritization of online bookings and reservations across multiple outlets and experiences.
• Facilitate group orientation and rooming's and assist with group-related reservation requirements.
• Assist guests in creating personalized itineraries by coordinating room reservations with dining, spa, activities, and other experiences.
• Coordinate availability and booking information between Reservations and the appropriate departments.
• Conduct ongoing accuracy checks of guest confirmations across all reservation types.
• Proactively identify opportunities to enhance the guest experience through thoughtful recommendations and coordination of additional services and experiences.
• Perform administrative tasks such as file maintenance on reservation files and day-to-day operational documents/forms, as well as filing and faxing.
• Maintain accurate guest profiles, preferences, special requests, and reservation notes to ensure a seamless experience throughout the guest journey.
• Assist in the capacity of a Night Auditor whenever necessary.
• Complete Guest Service and Concierge-related tasks, as needed.
• Welcome guests, check in and check out guests.
• Deliver amenities (fruit plates, room deliveries, etc.).
• Answer inquiries regarding the Inn’s services and registration by telephone, email, written correspondence, and in person.

Qualifications

The Wickaninnish Inn is committed to the principles of equality and diversity in the workplace. We aim to hire the best candidate for the position based on their qualifications and merit in terms of knowledge, skills, and experience.

Our ideal candidate will embody the West Coast culture while being committed to the art of hospitality and pursuit of excellence. They will have:

• The willingness to learn in a team environment while striving to exceed Relais & Chateaux, AAA 4 & 5 Diamond, and Forbes Standards.
• Exemplary guest service skills and a demonstrated willingness to exceed guest expectations.
• Superior communication skills, with the ability to confidently communicate with guests and coordinate effectively with multiple departments.
• A calm and capable demeanor.
• Strong organizational skills, attention to detail, ability to multi-task in a
• fast paced environment, and creative problem-solving skills are necessary.
• The ability to confidently manage multiple reservations and guest requests simultaneously while maintaining accuracy, attention to detail and a high level of personalized service.
• A professionally groomed appearance and have a positive and pro-active attitude.
• Experience with restaurant, spa, and recreation activities or other experience-based reservations is an asset.
• The willingness to be part of a world-class Front Office team.
• A minimum of 2 years of Customer Service experience or 1 year experience in a high-end luxury facility, is required.
• Previous Reservations, Guest Service, Concierge, or similar hospitality experience.
• Completion of a 2-year college program in Hotel Management/Front Desk Operations or equivalent experience is an asset.
• Working knowledge of Maestro, SynXis, SpaSoft, and ResDiary is an asset. Proficiency in Microsoft Word and Excel is required.
• The ability to learn and confidently navigate multiple reservation systems and platforms used for accommodations, dining, spa, and activity bookings.
• The flexibility and enthusiasm to work evenings and weekends.
• A valid BC Class 5 Driver's License. Applicants must be eligible for a BC Class 5 driver’s license and have a minimum of two years of clean driving experience in their home country.
• A desire to contribute exciting and innovative ideas toward the ongoing improvement of the Front Office Department and the Wickaninnish Inn as a whole.
• The ability to make a 12–18-month commitment to the position.

Salary/Wage: $20.00 per hour as Guest Service Representative and $21.00 per hour as Reservations Agent.

Financial incentives available based on length of commitment.

Additional Information

A good relationship is built upon mutual and reciprocal appreciation. We value the time and experience you bring to your work; here are some of the benefits and privileges you’ll have access to alongside your experience at the Inn: Employment Benefits 

By submitting an application, you are attesting that the information given is accurate. As we receive a high volume of e-mails, we are only able to respond directly to you if your resume and interests align with our currently available positions.