Job Description

Guest Experience Agent

Reporting to Director of Front Office and Reservation

$22 - $24 per hour

We've transformed the former English Inn into Rosemead House: a destination rooted in tradition yet surprisingly playful, and a nostalgic escape that's anything but ordinary.

This is a living legacy inviting locals and travelers to experience Southern Vancouver Island's best-kept secret.

Each of our 28 guest rooms is rooted in history and refreshed for the modern traveler. With hand-picked furnishings, restored architectural details, and a welcoming sense of ease, these are spaces where you'll be glad to linger. Soon to be complemented by 13 long-stay residential suites, the resort also includes Janevca, our award-winning restaurant and lounge, and Salt & Ivy, a luxuriously appointed spa opened in fall 2025.

POSITION DETAILS

Rosemead House is seeking a friendly, professional, and customer-focused Front Desk Agent to join our team. This position is responsible for providing exceptional guest service, handling reservations, and ensuring smooth daily operations at the front desk. A valid Class 5 Driver's License is required for occasional guest assistance and hotel-related errands.

Reporting to the Director of Front Office and Reservation, responsibilities and essential job functions include but are not limited to the following:

Provide a warm, refined welcome to all arriving guests and create a memorable first impression. Manage check-ins and check-outs efficiently while maintaining a polished and gracious demeanour. Handle all reservation inquiries--phone, email, and online--with accuracy, hospitality, and a luxury service tone. Curate personalized recommendations based on guest preferences for rooms, amenities, dining, and local attractions. Maintain detailed and accurate guest profiles to support tailored service throughout their stay. Ensure each guest room is warmed and thoughtfully prepared prior to arrival, guaranteeing comfort and ambiance. Anticipate and respond to guest needs with discretion, professionalism, and promptness. Resolve guest concerns with diplomacy and a commitment to service recovery at the highest standard. Safely Park, move, and retrieve guest vehicles as part of valet services while upholding safety and confidentiality. Assist guests with luggage handling and provide transportation or hotel errand support as needed. Coordinate with housekeeping, maintenance, and management to ensure seamless operations and flawless room readiness. Maintain the front desk, lobby, and valet areas in a pristine and welcoming condition Uphold the hotel's luxury service standards, consistently delivering an elevated and personalized guest experience. Observe and report security issues. Guest room deliveries as requested. Proper observance of security checklists. Ensure adherence of hotel policies and standard operating procedures for each department. Carry out any other duties and responsibilities as assigned by Director of Front Office and Reservation. Cover Night Auditor responsibility during their vacation or days off.

QUALIFICATIONS

High school diploma or equivalent; hospitality training is an asset Previous luxury hospitality or high-end customer service experience preferred Exceptional communication, interpersonal, and service-recovery skills Strong multitasking abilities with a calm, composed demeanour Proficiency with reservation and hotel management systems is an advantage Professional appearance and a warm, polished presence Valid Class 5 Driver's Licence (required) and able to drive Standard Transmission Ability to work evenings, nights, weekends, holidays, and flexible shifts
Ability to be on feet for extended periods, move throughout the property, and respond quickly to guest and team needs.

Job Type: Full-time

Pay: $22.00-$24.00 per hour

Benefits:

Dental care Discounted or free food Extended health care
Work Location: In person