Guest Services Agent

About Banff Centre for Arts and Creativity

Banff Centre is dedicated to inspiring all individuals on campus—including artists, leaders, and thinkers—to unlock their creative potential. We respectfully acknowledge that our campus resides on the traditional territories of the Îyârhe Nakoda (Stoney Nakoda) peoples, Tsuut’ina First Nation, Blackfoot Confederacy, as well as the Shuswap, Ktunaxa, and Métis Nations of Alberta, among others. We honour and celebrate the stewardship of all Nations connected to this land.

Role Overview

The Guest Services Agent plays a vital role in welcoming and assisting guests of Banff Centre, ensuring their diverse needs and expectations are met with flexibility, politeness, and respect. Acting as a key point of contact, agents efficiently manage guest check-ins and check-outs while also operating the switchboard and handling emergency calls as necessary.

Key Responsibilities

• Provide a warm welcome to all guests in line with the Centre’s commitment to outstanding customer service, including artists, conference attendees, researchers, and transient guests.
• Handle guest complaints tactfully, striving to resolve issues courteously.
• Maintain detailed records of guests with special requirements such as mobility issues or allergies and communicate these to relevant departments.
• Stay informed about ongoing events at the Centre to assist guest inquiries effectively.
• Coordinate room alterations and communicate special requests to Housekeeping.
• Maintain constant communication with group coordinators and Conference Service Managers.
• Inform guests about Centre policies when needed and escalate feedback or concerns to management.
• Efficiently process guest registrations, check-ins, check-outs, payments, and reservation changes.
• Operate the switchboard, manage wake-up calls, and respond promptly to emergency situations.
• Ensure Guest Services areas are kept clean and organized.
• Manage group files, conference packages, and registration fees for events.
• Continuously assess room allocations and process cancellation charges as necessary.
• Remain aware of room availability and in-house groups daily.
• Perform additional duties assigned by the Guest Services Manager to support the Centre's mission.

Qualifications & Skills

• Prior experience in guest services is preferred.
• High School Diploma required.
• Proficient in Microsoft Office applications such as Excel and Word.
• Familiarity with lodging management software is highly advantageous.
• Exceptional attention to detail and organizational capabilities.
• Strong problem-solving and decision-making skills, able to function well under pressure.
• Ability to manage competing priorities, take initiative, and assume ownership of responsibilities.
• High integrity, maintaining confidentiality and ethical standards.
• Excellent verbal communication skills delivered warmly and sincerely.
• Professional appearance, including wearing the designated uniform and name tag consistently.

Special Requirements

• Candidates must be able to work flexible hours, including irregular shifts and weekends.

Employment Terms & Benefits

• This unionized position offers hourly pay of $19.29, with up to 40 hours per week on a rotating schedule and a 500-hour probation period.
• Benefits include an Employee Assistance Program, professional development opportunities, discounts at the staff cafeteria and restaurants, and access to an on-site fitness facility with a free first month for new employees.

Application Notes

• Applications will be accepted until a suitable candidate is found.
• A clear criminal record check is required before final job offers are confirmed.
• Applicants must have legal eligibility to work in Canada; the Centre cannot assist with work authorization.

Commitment to Diversity

The Banff Centre is dedicated to fostering equity, diversity, and inclusion throughout its community. We invite applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of all sexual orientations and gender identities.

Privacy Notice

The Centre collects personal information in accordance with Alberta’s Protection of Privacy Act and Access to Information Act for recruitment and communication purposes. Questions about data protection can be directed to the Centre's Privacy Coordinator.