Guest Service Agent Jobs

What we do and are proud ofAt Brentwood Bay Resort, we take pride in providing a luxurious boutique experience that sets us apart from other hotels and resorts in the Greater Victoria area. We are committed to offering our guests more than just delicious meals, relaxing spa treatments, and beautiful oceanfront suites. We aim to provide a truly unforgettable guest experience and support our team members in discovering and delivering their unique contributions.Our team is made up of passionate and engaged individuals who are empowered to share their input, opinions, strategies, and suggestions. We believe in working together as a team to deliver exceptional service, and we support one another to achieve our goals. As community leaders, we value honesty, uniqueness, and a fun approach to providing graceful hospitality.Why this role is significantThis role plays a crucial part in setting and maintaining the service standard in all guest interactions, making it a vital position at the resort. As a Guest Service Agent, you will warmly welcome and assist guests, demonstrating exceptional social skills. Your genuine willingness to actively listen to guests and show empathy in situations where expectations aren't met will ensure their concerns are understood and effectively addressed.A day in the lifeWelcome guests with warmth and professionalism, ensuring a positive first impressionHandle reservations, including booking modifications and cancellations, with attention to detail and accuracyCoordinate guests stays by booking rooms, dining reservations, and spa bookingsAssist guests with check-in and check-out procedures, ensuring a smooth and efficient processDocuments all conversation with guests, their requests, and details for their stayManage incoming emails through Outlook including reservations, inquiries, requests etc.Handle phone system operations gracefully and effectivelyMaintain a comprehensive knowledge of resort facilities, services, and local attractionsHandle guest feedback and complaints with professionalism and empathy, resolving issues and exceeding expectationsWhat you bring to the teamYou bring a professional, warm, and graceful presenceYou have strong problem-solving abilities, with the capacity to handle challenging situations gracefullyAn empathetic approach to actively listen and address any concernsAttention to detail and organization comes natural to youEffective, efficient, and professional communication skillsYou are open-minded and willing to learn new skills and take on new responsibilitiesAbility to multitask and prioritize tasks in a fast-paced environmentTech-savvy with a strong proficiency in Microsoft Excel, PowerPoint, and OutlookYou bring 2+ years of previous experience in a customer service or hospitality roleYou enjoy a varied schedule including weekends with 7am-3pm, 11am-7pm, and 3pm-11pm shiftsPhysically fit and able to stand for long periods of timeYou have Serving It Right or a willingness to obtain them (our guests receive cider at check-in!)A day in the lifeWelcome guests with warmth and professionalism, ensuring a positive first impressionHandle reservations, including booking modifications and cancellations, with attention to detail and accuracyCoordinate guests stays by booking rooms, dining reservations, and spa bookingsAssist guests with check-in and check-out procedures, ensuring a smooth and efficient processDocuments all conversation with guests, their requests, and details for their stayManage incoming emails through Outlook including reservations, inquiries, requests etc.Handle phone system operations gracefully and effectivelyMaintain a comprehensive knowledge of resort facilities, services, and local attractionsHandle guest feedback and complaints with professionalism and empathy, resolving issues and exceeding expectationsWhy work with us at BBRThe wage offered for this position is $21 to $23 per hourWe are committed to the health and wellness of our team members and offer extensive benefitsAn award-winning culture that makes you excited to come to workThe opportunity to showcase your skills and make a difference in a stunning locationPersonal and professional development opportunitiesAn employee referral program that offers a cash bonus for successful candidatesEmployee discounts, including 50% off at the Brentwood Bay Pub, Arbutus Room, and Spa Treatments at the Brentwood Bay Spa, as well as free paddle sport rentals at the Brentwood Bay Marina for you and a friendFriends and family discounts on hotel rooms*If you have a disability that requires accommodation during any stage of our recruitment process, please email Josh Norman, Director of HR, at [email protected] and let us know how we can best assist you*