Night Guest Agent
$44,283–$50,606 year
On-site · Victoria, British Columbia, Canada
Job Summary
Night Guest Agent at Fairmont Empress (Victoria, BC) handles front desk operations with warmth and personalized service: greeting guests by name, confirming room rates and types at check-in, assisting with check-out, handling cash/credit transactions, and balancing daily transactions. The role requires thorough Front Office knowledge, ability to respond to guest inquiries and problems, and participation in safety, security and emergency duties. The position emphasizes luxury-level guest service, strong English communication (written and verbal), organizational skills, adaptability to multitask, and proficiency with computer software and a Property Management System. The successful candidate will have at least six months of recent experience in guest service at a luxury hotel, a professional demeanor, and the ability to work with limited supervision while contributing to a positive team environment. The role includes physical demands and shift responsibilities as part of a 24/7 front desk operation.
Required Qualifications
- Minimum six months recent (in the last five years) experience as a Guest Agent or Night Guest Agent, or a minimum of six months consecutive recent (in the last five years) experience in a position demanding a luxury standard of constant guest/customer service
- Completely fluent English language skills; both written and verbal
- Clear, precise, professional and helpful telephone and correspondence skills
- High level of professionalism, responsibility and commitment
- Excellent organizational skills while showing flexibility in handling multiple priorities and meeting deadlines
- Team player with proven success in relationship building and dependability
- Ability to make decisions with limited supervision and being innovative with available resources
- Commitment to provide excellent service to internal and external guests with a history of responding empathetically and with urgency to their needs
- Proficient working knowledge of computer software including Microsoft Office, Windows, Excel, Microsoft Word, and experience with a Property Management System
- Physical ability to perform repetitive work, lifting and carrying heavy loads
Additional Requirements
- Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.
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