Guest Service Agent, Whistler

WHY WORK FOR HILTON WHISTLER RESORT&SPA? At Hilton Whistler Resort&Spa we’re passionate about creating exceptional guest experiences. Not just through outstanding service, but by creating heartfelt experiences that guests will remember long after their stay. We believe that when our team members thrive, so does our hospitality. That’s why we foster a workplace wheregrowth, inclusion and recognition are a part of everyday life. Join a team where your passion for exceptional guest service is valued, your positive attitude and attention to detail are appreciated, and your career in hospitality can flourish.

As a Guest Service Agent, you will receive the following benefits:

Staff Accommodation

Life&Leisure Program– Incentive paid out every day that you work!

Extended Health Benefit Plan

Retirement Savings Programs

Complimentary Meals

Free On-Site Staff Parking

Participate in Hilton’s Team Member Travel Program

Educational Assistance Program - Take courses that will assist with your career development

PURPOSE As a Guest Services Agent you would be responsible for greeting and registering guests, while managing and facilitating any requests or concerns with a high degree of efficiency, in a continuing effort to deliver outstanding service to all resort guests.

QUALIFICATIONS

Friendly, enthusiastic, and professional with a positive attitude and strong guest service focus.

Previous customer service and/or hotel front desk experience in a fast-paced environment is an asset.

Knowledge of hotel Property Management Systems (PMS), including ONQ or PEP, is an asset.

Valid First Aid Certificate is considered an asset.

Excellent verbal and written English communication skills; additional languages are an asset.

Strong interpersonal, organizational, and multitasking skills with the ability to remain calm under pressure.

Ability to handle guest concerns professionally while maintaining confidentiality and a high level of customer service.

Self-motivated and able to work both independently and collaboratively within a team environment.

Comfortable adapting to change, learning new systems, and contributing positively to the Front Office team.

Strong computer, administrative, and telephone skills with attention to detail and accuracy.

PRIMARY DUTIES

Maintain high level of customer service and professionalism in order to meet and exceed guest expectations within all areas of the guest’s experience: arrival, duration of stay, and departure.

Use professional telephone etiquette - able to answer internal and external calls in an efficient manner. If necessary, re‑direct calls to specified room or extension. Also used to program wake‑up calls and do not disturb functions.

Operate OnQ (Front Office computer system)

Vingcard (hotel key system) - to be able to issue guest key cards from the front desk or the main system in the computer room in the event of a system shut down.

On‑Command (movie and game system) - used to remove movie/game charge or look into greater detail of a guests use of the system (date/time/title).

Develop relationships with guests on a continuing basis and is responsible for any arising guest issues.

Maintain knowledge of hotel amenities and services and rooms location and type.

Determine guest reservation status as well as confirm dates, room type, special requests and rates. Empowered to make changes if available, to ensure guest satisfaction.

Thoroughly understand and adhere to proper credit and cash handling policies. Verify guest’s method of payment and follow established credit procedures

Verbally report any unusual occurrences or guest dissatisfaction issues to the Duty Manager and manager them appropriately.

Understands and can act on all safety and emergency procedures (printing proper reports, assuring/informing guests). Is aware of safety prevention upon completion of the hotel fire training program.

Work directly with Housekeeping department in keeping room status reports up to date and requesting guest requests. Process includes informing Housekeeping of all early departures, early arrivals, VIP’s, HHonours members site and day use rooms

Also works closely with Maintenance when coordinating requests for repairs and general upkeep.

Use the Hotel Expert tracking system to follow‑up all guest requests and maintenance issues

Possess a working knowledge of the Reservation department in order to take same day, walk‑in and future reservations when our reservation team is unavailable. Familiarity with cancellation policies and various rate codes required.

Complete work checklist efficiently during an 8 hour shift. Most importantly this includes the bucket check, the credit limit exceeded report, assigning rooms for the following day, and welcome calls.

Use proper mail, package, and message handling procedures including the use of traces. All guest mail is logged in the‘Guest Mail Tracking’ logbook.

Produce and read daily the Daily Function Sheet in order to inform guests/groups on all daily activities/meetings - occurring in the hotel and resort

Post/adjust all necessary charges (parking, pet, cot, upgrade charges, etc.) to guest accounts and city ledgers. Follows standard finance procedures including attaching required paper backup. This will include showing:

Follow all company policies&procedures and work in accordance to health and safety legislation.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job‑related duties assigned by their supervisor.

In our commitment to provide a selection process and work environment that is inclusive and barrier free, accommodation will be provided in accordance with the Canadian Human Rights Code. Any special accommodation needs required in order to allow you to participate in the hiring and employment process to your full potential can be arranged in advance by contacting the Hiring Manager to arrange reasonable and appropriate accommodation.

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