Job Description

At St. Eugene Golf Resort & Casino, we are seeking energetic individuals who want to join us in creating the destination of choice in harmony with Mother Earth and our Indigenous culture while providing for our families and enriching our community.

The Guest Service & Reservation Agent

position is an opportunity for a dynamic individual looking to expand their career in the exciting hospitality industry. This role delivers outstanding customer service to our guests, whether it be on the front line or behind the scenes, making reservations

Guest Service Agent (GSA)

Maintain knowledge of PMS and all revenue systems as required for this role. This role will require working three days a week under the union. Reporting to the Front Office Leadership team, our Guest Service Agents (GSAs) are ambassadors of the hospitality, story, and culture of St. Eugene Golf Resort & Casino. All members of the Front Office Team are responsible for seeking out and acting on ways to improve their guests' stay and for responding to and delivering on guest requests and inquiries. Ensuring their guests are prioritized, maintaining office operations with speed, accuracy, and completeness, and enjoying their work. GSAs are the first and last impressions of St. Eugene; they start with a warm greeting and a professional check-in. They build relationships during their guests' stay through authentic interactions, accommodating requests, and sharing information. They part ways with their guests by providing an accurate check-out and extending an invitation to return. Assign rooms, initiate room moves, compile bundle packages, Run daily reports and work closely with housekeeping by updating them with guest changes. Serve the guest items for them, Grab N Go. May need to assist with retrieving guest luggage and delivering bags to guest rooms.

Reservation Agent

This position will be two days a week, non-union Manage all transient room reservations, maximizing room revenue and average rates by utilizing standard rate quoting scenarios and upselling rooms whenever possible. Collaborate closely with the Reservation Supervisor and Rooms Division Manager. Proactively monitor local events and plan for inventory demands. Collaborate with the Front Desk Supervisors to make sure front desk agents understand rate changes and promotions. Respond promptly to incoming reservation calls, voicemails, and emails, while assisting with golf inquiries. Address guest concerns quickly and respond to Fetch customer reviews. Possess thorough knowledge of the hotel's emergency procedures. Develop, implement, and maintain SOPs related to reservations and PMS rate-building. Create group blocks and enter rooming lists. Identify, audit, and prepare significant reservations (VIPs, groups, OTAs, etc.) for accuracy and completeness. Verify that the charge routing rules are configured correctly. Book and oversee bus tour reservations, set up templates for Corporate & Bus tour rates. Monitor reservation schedules, cancellations, and no-shows. Audit reservations daily for accuracy and completeness. Assist the GSAs by covering breaks and managing escalated guest issues and questions. Assign rooms ahead of guest arrival and monitor the room block to maximize guest satisfaction and hotel revenue.

Qualifications

Be punctual, reliable, honest, well-presented, dynamic, open-minded, and a passionate team player. Committed to providing their guests a refined, seamless, memorable experience that exceeds their expectations. Willing and able to gain a deep knowledge of Maestro PMS & Microsoft Office Suite and use their functions in line with department Best Practices. Self-motivated to work with diligence, integrity, accuracy, speed, and thoroughness. Able to identify social cues and express empathy while listening to a guest's request or issue, and then use this information to provide a personalized, successful resolution. Capable of maintaining professionalism, composure, and control in a high-pressure, high-workload environment by utilizing organizational skills, multitasking techniques, and established internal confidence. Able to effectively communicate and liaise with guests and hotel partners in person, via phone, and email with professionalism. Capable of warmly and authentically engaging with their guests, offering direction and information while promoting Resort activities. Able to accurately comprehend, calculate, communicate, and process various billing, rate, and folio structures. Able to stand for long periods and lift objects up to 50 lbs.

Conditions of Employment

The successful candidate will hold a Grade 12 Diploma, be bondable, have a passion for creating and delivering exceptional guest/customer/client experiences, be comfortable working in a fast-paced guest-facing environment, be technically competent in computer use, and possess an excellent command of verbal and written communication. Formal education and/or work experience in the hospitality/tourism industry are assets. Experience with Maestro PMS or comparable Property Management Software is preferred. The nature of a 24/7 department requires all Front Office & Reservation Employees to cover a range of shifts, including, but not limited to, regular evening and weekend work, holidays, late nights, early mornings, and overnight shifts. This position is subject to a 90-day probationary period, during which training must be completed in AM and PM shifts.