Front Desk Agent - Reservations

We’re looking for an enthusiastic and detail-oriented Front Desk Agent to join our team at Gorge Harbour Marina Resort, Cortes Island, B.C.. As the first point of contact for our guests, you’ll play a crucial role in creating unforgettable experiences by providing exceptional service from the moment they inquire about reservations to the time they check out.

If you thrive in a fast-paced, guest-centered environment and enjoy coordinating across departments to ensure smooth operations, this role is for you!

Key Responsibilities:

Guest Interaction and Reservations:

Greeting guests warmly in person, via phone, or email.
Manage reservations, modifications, and cancellations in the resort’s booking system.
Provide detailed information on resort amenities, accommodation, and packages.
Check-in and Check-out:

Perform efficient and friendly check-in and check-out processes.
Ensure guests receive all necessary information about their stay, including resort policies and amenities.
Process payments, verify guest identities, and address billing inquiries.
Customer Service and Problem Resolution:

Respond promptly to guest requests, concerns, and complaints, ensuring satisfaction.
Offer solutions for special requests, such as room upgrades or transportation needs.
Maintain a positive and professional demeanor during busy periods.
Communication and Coordination:

Collaborate with housekeeping, grounds keeping, marina, and other departments to meet guest needs.
Stay informed about resort promotions and updates to provide correct information.
Administrative Duties:

Maintain correct records of reservations and guest interactions.
Use reservation software, Microsoft Office, and POS systems effectively.
Keep the front desk organized and contribute ideas to improve efficiency.
Upselling and Marketing:

Promote resort amenities, upgrades, and special packages to enhance guest experience and support sales goals.
Skills and Qualifications:

Skills:

Strong communication and people skills.
Effective decision-making and problem-solving abilities.
Team-oriented with excellent conflict resolution skills.
Detail-oriented and organized.
Qualifications:

2+ years of experience in reservations or customer service, preferably in a resort or hotel setting. (Preferred)
Experience in remote resort operations is an asset.
Ability with office software, reservation systems, and POS platforms.
Ability to multi-task and remain calm under pressure.
Knowledge of resort amenities and local attractions is a plus.
Working Conditions

This position involves working indoors in a fast-paced, guest-facing environment. Flexible hours, including evenings, weekends, and holidays.