Guest Service Agent | Full-time | The Westley Hotel

As a Tapestry Collection Hotel by Hilton, The Westley Calgary Downtown Hotel is Calgary’s newest boutique hotel with a modern take on Calgary’s wild west roots and we are currently looking for dynamic people to join our team! 

The Westley Calgary Downtown has an existing vacancy for Guest Service Agent . This is a Full-Time position, with three (3) shifts working as a Guest Service Agent (AM/PM hours) and two (2) shifts working as Night Auditor (overnight hours).The position is responsible for ensuring positive interactions with guests at every encounter, including a warm and friendly welcome upon arrival.  The role oversees the check-in and check-out procedures, as well as act as a Concierge in providing local recommendations to enhance the guests time in the city.  Often the key point of contact for all guest inquires, the Guest Service Agent is an integral part of the Hotel.  The successful candidate will bring exceptional service standards and a keen knowledge of the city.

Reporting to the Guest Service Manager, the Guest Service Agent:

• Registers guests and assigns rooms, and accommodates special requests whenever possible;
• Assists in preregistration and blocking of rooms for reservations;
• Thoroughly understands and adheres to proper credit check and cash handling policies and procedures;
• Understands room status and room status tracking to ensure hotel room inventory is properly managed;
• Knows room locations, types of rooms available, and room rates;
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel;
• Knows the location and types of available rooms as well as the activities and services of the property;
• Coordinates room status updates with the housekeeping department by notifying them of all check outs, late checkouts, early check-ins, special requests, and day-use rooms;
• Takes same day reservations and future reservations when necessary.  Knows booking and rate cancellation procedures;
• Assist with luggage delivery and parking guest cars when necessary;
• Follows procedures to maintain guest room key storage and administers access to safe deposit boxes;
• Regular use of property management system to maintain accurate room inventory;
• Performs cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange;
• Works closely with the housekeeping and maintenance departments to coordinate requests for maintenance and repair work;
• Ensures a welcoming, engaging and professional tone in all phone interactions;
• Uses proper mail, package, and message handling procedures;
• Using the hotels communication channels, is aware of daily activities and meetings taking place in the hotel;
• Attends and actively participates in department and hotel meetings;
• Reports any unusual occurrences or requests to the department manager or supervisor;
• Knows all safety and emergency procedures, and provides support as instructed;
• Maintains the cleanliness and neatness of the front desk area;
• Understand that business demands sometimes make it necessary to rearrange schedule;
• Perform other reasonable job duties as requested by the reporting manager.

• Work varying shifts (mornings, afternoons, evenings, some overnights, weekends and holidays);
• Prolonged periods of standing during shift;
• Visually verify and interpret written documents;
• Significant time spent on computer keyboard;
• Some lifting (up to 50 lbs), on occasion;
• A fast paced and ever evolving industry with high demands to perform;
• Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.

• Experience working in a customer service role is an asset.  Demonstrated exceptional guest/customer service skills with a passion for anticipating and exceeding guest expectations;
• Experience working as a Guest Service Agent is a definite asset;
• Excellent written and verbal communication skills are essential;
• Proven experience working with a hotel property management system is a definite asset;
• Strong computer application (Word, Excel) required;
• Results oriented with the ability to be flexible and work well in a busy and demanding environment;
• A self-motivated individual with the ability to problem solve, initiate action, and complete projects in a timely manner with minimal supervision;
• Must be friendly, energetic, enthusiastic and self-motivated;
• A demonstrated passion for providing exceptional experiences for guests/customers;
• Thrives in a fast-paced environment-maintaining composure and objectivity with guests and team members;
• Available to work nights, weekends and/or holidays as required, including occasional Manager-On-Duty shifts.

Why You'll Love Working Here

• At SHG, our people come first. With 600+ team members, our mantra of “You Matter” resonates through everything we do—from engagement to retention.

• Culture you’ll love—fun, recognition, authentic, and vibrant.
• Top-tier benefits—including Scholarship Opportunities, RRSP matching, wellness credits, team events, recognition, and hotel stay discounts.
• A chance to shape the success of our Kanata hotels.
• Full commitment to inclusivity, equality, and accessibility.

Ready to Stand out & make your mark?

If you’re someone who thrives on creativity, strategy, and making a meaningful impact—let’s talk!

Apply now and help us write the next bold chapter in Calgary’s hospitality scene.

About The Westley Calgary Downtown, Tapestry Collection by Hilton

We speak downtown, we talk mountains. We’re the symphony for stampeders and the stampede for the symphony. Elegant and down home, proper and wild, sensible and spirited. For dreamers, for doers, when you visit the Westley, unexpect the expected. Our building was born in Calgary’s business boom of the 1970s but has been transformed into a boutique hotel for modern travelers and local revelers. We are turning the west side of wild west Calgary into the place to be.

About Us

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S., and ranges from internationally branded full and select service hotels to independent and boutique hotels.

At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, Recognition.

As we continue to grow, our mantra “You Matter” resonates with our 600+ team members in how we do business, which will continue to enhance engagement and retention.

Today, we look for new team members who demonstrate both aptitude and the passion to embrace and contribute to our Culture.

Help us build something exceptional!

The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process.

The Silver Hotel Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status or any other characteristics protected by law.