Front Desk Agent

Pursuit Collection•Banff, AB

20d•Onsite

About The Position

The Front Desk Agent is the first and last impression of Elk + Avenue Hotel. This role is responsible for delivering exceptional guest service while efficiently managing all front desk operations, ensuring every guest enjoys a seamless and memorable stay. Working in a fast-paced hospitality environment, the Front Desk Agent handles guest arrivals and departures, reservations, cash handling, guest inquiries, and problem resolution while maintaining the highest standards of professionalism, accuracy, and teamwork.

Requirements

Ability to deliver exceptional guest service.
Efficiency in managing front desk operations.
Ability to handle guest arrivals and departures.
Experience with reservations management.
Proficiency in cash handling.
Skill in addressing guest inquiries and problem resolution.
Maintain the highest standards of professionalism, accuracy, and teamwork.
Ability to work in a fast-paced hospitality environment.
Proficiency in using a property management system.
Ability to verify guest information, payment methods, and room assignments.
Knowledge of hotel policies for processing charges, payments, deposits, refunds, and cash transactions.
Ability to maintain accurate guest accounts.
Skill in answering telephone calls and emails promptly and professionally.
Ability to manage reservations, modifications, cancellations, and room moves.
Capability to document and communicate guest requests and maintenance concerns.
Proficiency in balancing daily transactions (cash, credit card, debit).
Adherence to cash handling procedures and maintaining accurate cash float.
Ability to complete shift balancing and required reports.
Commitment to protecting guest privacy and payment information.

Nice To Haves

Knowledgeable recommendations about Banff attractions, dining, transportation, and hotel amenities.

Responsibilities

Deliver warm, friendly, and personalized service to every guest.
Create memorable first and last impressions during check-in and check-out.
Anticipate guest needs and provide knowledgeable recommendations about Banff attractions, dining, transportation, and hotel amenities.
Resolve guest concerns promptly, professionally, and with empathy.
Handle guest requests efficiently while maintaining a positive attitude during busy periods.
Promote hotel amenities and Pursuit experiences when appropriate.
Complete guest check-ins and check-outs accurately using the property management system.
Verify guest information, payment methods, and room assignments.
Process room charges, payments, deposits, refunds, and cash transactions following hotel policies.
Maintain accurate guest accounts throughout each stay.
Answer incoming telephone calls and emails promptly and professionally.
Manage reservations, modifications, cancellations, and room moves.
Ensure all guest requests and maintenance concerns are documented and communicated appropriately.
Balance daily cash, credit card, and debit transactions.
Maintain accurate cash float and follow cash handling procedures.
Complete shift balancing and required reports.
Protect guest privacy and payment information in accordance with company standards.