Guest Experience Agent

What we do and are proud of
At Brentwood Bay Resort, we’re passionate about creating a luxurious boutique experience that’s truly unique in the Greater Victoria area. Our dedication extends beyond just serving delicious meals, offering relaxing spa treatments, and providing stunning oceanfront suites. We strive to create unforgettable memories for our guests while fostering an environment where our team members can truly shine and bring their unique talents to the table. Our team is built on passion, collaboration, and a shared commitment to delivering exceptional service—all while having fun and staying true to our values of honesty, uniqueness, and graceful hospitality.

Why this role matters
As a Guest Experience Agent, you are often the first and last touchpoint in a guest’s journey. You set the tone for their stay and leave a lasting impression. Your role goes far beyond the front desk. You are a warm host, thoughtful problem-solver, and knowledgeable guide who helps guests feel welcomed, understood, and genuinely cared for from the moment they reach out to us.

What you'll do

• Greet and engage guests with warmth, professionalism, and an intuitive understanding of their needs
• Coordinate seamless guest experiences, including accommodations, spa bookings, dining reservations, and offsite activities
• Proactively personalize service based on guest preferences, past visits, and special occasions
• Respond to guest inquiries in person, by phone, or by email, resolving issues with confidence, empathy, and efficiency
• Document guest notes, requests, and preferences to support consistent service across departments
• Apply service recovery strategies with tact and accountability to turn challenges into positive outcomes
• Manage room and package reservations in the PMS with accuracy and attention to detail
• Perform check-ins and check-outs while ensuring billing, documentation, and communication meet our standards of excellence
• Monitor and respond to Outlook emails promptly and professionally
• Answer and direct phone calls clearly, courteously, and with a solutions-focused approach
• Prepare welcome notes, amenities, and thoughtful touches that elevate the guest experience
• Contribute to a collaborative, proactive, and accountable team environment
• Share insights and observations that help enhance service consistency and guest satisfaction

What you'll bring

• 1–2 years of front desk experience, with flexibility to work morning, midday, evening shifts, including occasional overnight shifts based on operational needs
• Luxury hotel experience is an asset, but we’re happy to train the right candidate
• Confidence with property management systems, Outlook, and basic office tools
• Exceptional communication skills, both verbal and written, with a polished, professional tone
• Ability to manage multiple priorities while remaining calm, accurate, and composed under pressure
• A professional appearance and conduct that reflects the resort’s elevated brand and guest service standards
• A naturally empathetic and solutions-oriented mindset, especially in guest-facing situations
• A strong sense of accountability, with pride in delivering consistent, high-quality work
• Confidence in decision-making, paired with sound judgment and instinct in service moments
• Adaptability and a growth mindset, with motivation to learn, evolve, and contribute to team success

What's in it for you

• This position offers a competitive wage of $21–$23 per hour
• Extended health and dental benefits after three months of employment
• An award-winning workplace, recently recognized as Outstanding Workplace of the Year
• Opportunities for personal and professional development in a supportive and inspiring environment
• Employee perks, including 50% off at the Pub, Arbutus Room, and Spa treatments, free hotel stays, and discounts for friends and family

At Brentwood Bay Resort, we believe that a wide range of experiences can contribute to your success in this role. Even if you don’t meet every requirement, we encourage you to apply if you believe you’d be a great fit.

We’d love to hear from you! Please note that while we appreciate every application, only those selected for an interview will be contacted. Brentwood Bay Resort is proud to be an equal opportunity employer, and we welcome applications from individuals of all backgrounds.