Guest Services Agent

As a Guest Services Agent at Inverary Resort, you will provide a service that is outstanding; always ensuring guests’
needs are exceeded and their experience is memorable. Our guests’ will be greeted with a smile and will be treated
with the utmost professionalism. Primary responsibilities include registering and checking-out guests, inputting,
checking and modifying reservations and concierge duties. Must be detail-oriented and have the ability to multi-task,
problem solve and communicate effectively with guests and other hotel departments.
Duties and Responsibilities:
Provide prompt and exceptional service to our guests in person or on the phone to ensure guests expectations
are fulfilled to Inverary Standards
Process guest accounts to ensure all charges and payments are accurate
In partnership with team members, complete office or administration style tasks (reports, forms, filing, etc) to
ensure all daily duties and responsibilities have been achieved
Actively drive sales through up-selling strategies to enhance the guest experience and to contribute to the
company’s success
Together with team members, maintain an inventory of vacancies, reservations and room assignments
Register arriving guests and assign rooms
Answer enquiries regarding hotel services and registration coming by email, by telephone or by a guest
coming in person, provide information about services and attractions available in the resort and within Cape
Breton
Act as an Inverary brand ambassador by presenting a warm and hospitable personality that captures guests
Resolve customer concerns immediately to ensure total satisfaction
Be active in advocating for and maintaining a safe and secure environment
Maintain familiarity with all Inverary products and services, as well as local attractions and events
Maintain open communication with all team members and other departments
Be continually aware of, and enforce, the highest standards of etiquette, personal hygiene and dress
Attend meetings and training courses as require
To do any job that may be assigned from time to time
Qualifications:
High school diploma or GED required
A certificate or diploma in a related field preferred
Strong customer service and troubleshooting skills
Customer service experience in a hotel setting a definite asset
Proactive, takes initiative, and a problem solver
Exceptional conflict resolution, negotiation, and objection handling skills
Highly flexible, with solid interpersonal skills
Able to effectively communicate in the English language both verbally and in writing
Continuous learner
Able to work well under pressure
Strong attention to detail
Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
Computer literate, including proficiency in MS Word, Excel and e-mail
Working Conditions:
Manual dexterity required to use desktop computer
Morning, evening, weekend and possibly overnight shifts as well as overtime as required
Lifting or moving up to 20lbs may be required