Guest Service Agent

Overview

Pomeroy Lodging is hiring a Guest Service Agent for the Kananaskis Mountain Lodge, an Autograph by Marriott property in the Canadian Rockies. The property is set in a mountain setting near Kananaskis, Alberta, and this role is central to shaping the guest experience from arrival to departure. The position offers a starting pay of $18 per hour, and subsidized staff housing is available.

This is a guest-facing role within the Rooms Division, where the focus is on delivering warm hospitality, handling front desk operations, and supporting service standards that reflect both guest satisfaction and business performance. The job involves working across a range of shifts and contributing to strong coordination with multiple hotel departments.

Key Responsibilities

• Welcome arriving guests, complete check-ins and check-outs, and provide support whenever front desk service is needed.
• Deliver professional, courteous, and attentive service throughout every guest interaction.
• Build a friendly connection with guests to understand their expectations and preferences.
• Request feedback, follow up on concerns, and take action to improve the guest experience or resolve service issues effectively.
• Use a personalized approach so guests feel recognized, comfortable, and valued.
• Coordinate closely with departments such as Housekeeping, Conference Services, Tours, and Accounting to ensure smooth operations.
• Share local knowledge of Kananaskis Valley and the surrounding region to help create a memorable visitor experience.
• Work mornings, afternoons, evenings, weekends, and holidays as required by business needs.

Requirements

• Experience using POS systems, Excel, and Outlook is required for consideration.
• Prior experience at a hotel front desk, or education completed in the hospitality field, is required.
• A diploma or degree in Hospitality is an advantage, though it is not mandatory.
• Ability to stay composed and productive in a fast-moving, high-pressure environment.
• Professional appearance and confident, polished demeanor.
• Strong self-direction, organization, and time-management skills.
• Physical ability to handle a front desk environment, including standing for long periods, sitting for administrative work, and performing repetitive computer and office tasks.
• Comfort with frequent reaching, bending, light crouching, twisting, and occasional lifting or moving of light to moderate items.
• Clear verbal communication and active listening skills for extended guest interactions in person and by phone.

Perks and Benefits

• 5 personal days each year after 90 days of continuous full-time employment.
• Food and beverage discounts across all 6 dining outlets.
• Opportunities for personal and professional growth.
• Recently renovated onsite staff housing, including a convenience store and employee gym.
• One meal per day in the employee cafeteria, treated as a taxable benefit.
• Discounted access to activities arranged through the Activities Committee, such as skydiving, yoga, and rafting.
• Shuttle transportation to Calgary and Canmore.
• Health and wellness benefits, subject to some restrictions.
• Vacation accrual beginning on the first day of work at 4% of earnings.
• Marriott Destinations membership with discounted room and dining rates at Marriott hotels.
• Discounted entry to the Nordic Spa.
• Reduced ski pass and golf rates.
• Kananaskis Parks Pass.

Additional Information

The lodge is located in Kananaskis, Alberta. Staff housing is subsidized and available onsite. This opportunity is part of a mountain resort environment with a strong focus on guest service, teamwork, and development. The employer also notes that season availability is subject to cutoff dates.

Compensation

Starting pay is $18 per hour.