Job Description

Job Title:

Guest Services Agent / Night Steward

Department:

Accommodations

Reports to:

Guest Services Manager & Hotel Manager

JOB SUMMARY:

The Guest Service Agent plays an important role in our guest experience. Many times, you may be the first and the last contact that a guest has with the Crown Isle Resort. You must portray an upbeat, friendly, and calm demeanor always while assisting guests checking in and out. You must be able to assist with inquiries, problems, and complaints and take responsibility in a positive and proactive manner. As a Night Steward, you are responsible for maintaining the cleanliness and appearance of Crown Isle Clubhouse and providing customers with quality service in a timely and friendly manner.

RESPONSIBILITIES:

Greeting and thanking all guests in a sincere and friendly manner

Checking guests in on arrival and out on departure

Posting charges to appropriate guest accounts

Anticipating and addressing guests' needs and resolving their problems and complaints

Answering phones and taking reservations

Collaborating and communicating with other departments to ensure guest satisfaction

Complying with company procedures and safety policies

Receive payments from club members on their accounts

Work with and balance a cash float for newspaper sales

Manage all resort keys signing in and out

Take gym bookings and selling of gym memberships

Look after servers with Due Backs (tips)

Create packages for "Room Drops" and deliver to proper rooms

Book tee times when Golf Shop staff are not available

Look after and take bookings for Shareowners

Selling Special Event tickets and taking reservations (e.g., Mother's Days Brunch)

Receiving restaurant take-out orders over the phone and processing payment

Deploy emergency procedures as required

Performing night steward-assigned duties

o Vacuuming and maintaining the cleanliness of the public space

o Willing to watch for items that need care and repair with a "You can count on me" attitude

o Delivery of housekeeping items to guests and in an emergency, change sheets for a guest

o Distribute clean towels and toiletries

o Handle and report lost and found items

o Pick up debris and empty trash containers

o Driving the golf cart to deliver food or guests requests as needed at the resort

o Keep the work area stocked, always organized, and clean as defined by the task list and cleaning schedules posted in the department.

Snow Removal & Salting when needed

Other tasks as requested

COMMUNICATION:

Maintain effective communication with guests and fellow team members. Specific forms of communication include answering phones, answering questions, making suggestions to upsell rooms, making recommendations about the local area, actively listening to guests' issues or problems, find solutions to those problems.

QUALIFICATIONS:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION:

Must have a High School diploma or General Educational Development (GED) tests, and one to three months of related experience.

UNIFORM:

The front desk is the face of the brand, always observe proper grooming. Business casual attire is required, paired with work-safe closed shoes, or must wear the standard uniform as supplied.

MATHEMATICAL SKILLS:

Must have the ability to calculate a guest's folio, accept payment and make proper changes.

REASON ABILITY:

Must have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. They must have the ability to interpret a variety of instructions furnished in written, oral, or scheduled form.

PHYSICAL DEMANDS:

While performing the duties of this job, it is required to stand; walk; use hands to touch, handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk and hear; lift and/or move up to 25 pounds.

WORK ENVIRONMENT:

As a team member, you should contribute to keeping the work environment healthy by continually improving the health, safety, and well-being of all to sustain the productivity of the business.

The noise level at the desk must be kept at a minimum and sharing personal matters at the desk especially when the guests are around is not tolerated.

COMMITMENT TO COMMUNITY AND THE ENVIRONMENT:

As a member of the Crown Isle Resort and Golf Community Team, it is important to monitor and maintain up-to-date knowledge of the social, economic, and political climates in which we operate our business.

One of the strong ethics by which Crown Isle conducts business is through integrity and commitment to the environment by upholding strong ethics in products used, displayed, and disposed of. The Front Desk Agent/Houseman, as a member of the Crown Isle Team, is responsible for the environmental stewarding of the Property.

Job Types: Full-time, Permanent

Pay: $19.50-$21.00 per hour

Expected hours: 40 per week

Benefits:

Dental care Employee assistance program Extended health care On-site gym On-site parking Paid time off Store discount
Schedule:

8 hour shift Every Weekend Monday to Friday Night shift
Ability to commute/relocate:

Courtenay, BC: reliably commute or plan to relocate before starting work (required)
Work Location: In person

Application deadline: 2025-07-31