Guest Svcs Agent - Reservations

Guest Service Agent

This role is eligible for a sign on bonus.

About Shanty Creek Resort

Shanty Creek Resorts is committed to providing our guests with a unique Up North experience. Our friendly, caring staff welcomes guests with exceptional service and old-fashioned hospitality.

We believe honest, long-lasting relationships with our guests, employees, neighbors, and surrounding environment allow us to grow our business and continue delivering memorable experiences.

About the Role

As a Guest Service Agent, you will serve as one of the first points of contact for our guests and play an important role in creating a welcoming and positive Shanty Creek experience.

You will assist guests in person and by phone with inquiries, reservations, modifications, cancellations, directions, resort information, and other needs throughout their stay. This position requires strong communication skills, attention to detail, and a proactive approach to guest service and problem-solving.

The Guest Service Agent will maintain current knowledge of resort services, amenities, promotions, events, and policies to ensure guests receive accurate information and appropriate assistance.

Ultimately, your efforts will contribute directly to guest satisfaction, loyalty, and the overall reputation of Shanty Creek Resorts.

This is an onsite role.

Minimum Qualifications

• High school diploma or equivalent.
• Previous customer service experience or experience in a related field.
• Strong verbal and written communication skills.
• Ability to interact professionally and courteously with guests, coworkers, and other departments.
• Ability to work effectively in a fast-paced guest service environment.

Preferred Qualifications

• Previous experience in the hospitality or tourism industry.
• Familiarity with reservation systems and customer relationship management (CRM) software.
• Previous front desk or guest service experience.
• Multilingual abilities are a plus.

Responsibilities

• Welcome and assist guests in a friendly, professional, and timely manner.
• Respond to guest inquiries in person, by phone, and through other communication channels.
• Assist guests with reservations, modifications, and cancellations while ensuring information is entered and communicated accurately.
• Provide guests with information about resort accommodations, amenities, dining, recreation, events, and other services.
• Address guest questions, concerns, and complaints with empathy and a focus on resolution.
• Escalate guest concerns to the appropriate department or manager when necessary.
• Maintain current knowledge of resort services, amenities, promotions, events, and policies.
• Provide directions and recommendations to assist guests during their visit.
• Collaborate with other departments to help ensure a seamless guest experience.
• Communicate special requests and relevant guest information to appropriate departments.
• Maintain accurate guest and reservation records as required.
• Assist with general front desk and guest service operations as needed.
• Maintain a clean, organized, and welcoming guest service area.
• Represent Shanty Creek Resorts professionally during every guest interaction.

Skills

Successful candidates should demonstrate:

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service abilities.
• Effective problem-solving and conflict-resolution skills.
• Strong attention to detail and accuracy.
• Ability to manage multiple guest requests and priorities.
• Effective time-management and organizational skills.
• Ability to remain professional and composed during challenging guest interactions.
• Ability to work effectively both independently and as part of a team.
• Professionalism and sound judgment.
• Comfort learning and using reservation, communication, and hospitality software.