Guest Servies Agent
Inverary Resort
368 Shore Rd., Baddeck, NS, B0E 1B0
Job Summary:
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
  • 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
How to Apply
Contact Name: Tiffany MacAulay
Mailing Address: PO Box 190
Phone: (902) 295-7731
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