Guest Service Agent

Opportunity: Guest Service Agent (Front Desk)

This role is the heartbeat of our hotel.

As a Guest Service Agent, you are the first and last impression for our guests. The front desk is a fast paced, high visibility environment where every day presents unique opportunities.

We are looking for someone who can stay organized in an ever-changing environment, keep a level head under pressure, and think critically to solve problems before escalating them. Someone who takes pride in doing things the right way, looks out for their teammates, and consistently goes above and beyond for guests.

This is not a passive role. It is a dynamic, people forward position that rewards accountability, empathy, and initiative.

Your Growth Path

Guest Service Agent – Reservation Specialist - Front Desk Supervisor - Front Office Manager

We actively develop talent from within and value team members who show ownership, curiosity, and leadership.

Your Focus

• Greet guests immediately with warmth, confidence, and genuine hospitality
• Register and assign guest rooms accurately while managing special requests and priorities
• Establish and verify methods of payment and handle cash and credit transactions responsibly
• Make, modify, and confirm reservations using our PMS system
• Anticipate guest needs and proactively resolve issues before they escalate
• Respond to guest concerns with empathy, professionalism, and sound judgment
• Know when to solve independently and when to escalate without freezing or passing responsibility
• Maintain awareness of guest satisfaction scores and actively contribute to improving them
• Communicate clearly with other departments to ensure a seamless guest experience
• Balance multiple tasks at once while maintaining accuracy and attention to detail
• Assist with breakfast, luggage, or other operational needs during peak periods
• Complete shift reports, balance accounts, and follow established SOPs
• Maintain a clean, organized, and professional front desk environment
• Uphold safety standards, brand standards, and hotel policies at all times
• Perform other duties as needed to support the team and operation

What Success Looks Like in This Role

• Staying calm and effective under pressure
• Guests feel heard, cared for, and confident in your decisions. LEARN method.
• Always backing up your team and representing The Wilson in a professional manner
• Being able to welcome constructive feedback

Your Background and Skills

• High school diploma or equivalent preferred
• Previous customer service or hospitality experience strongly preferred
• Comfort using technology and learning new systems, PMS experience a plus
• Strong communication skills, verbal, written, and interpersonal
• Ability to multitask, prioritize, and make sound decisions in real time
• High level of personal accountability, integrity, and work ethic

Work Environment and Expectations

• Schedule varies and includes weekends, holidays, and alternate shifts
• Prolonged standing, walking, bending, and lifting up to 25 pounds required
• Fast paced environment with frequent guest interaction and problem solving
• This role requires emotional intelligence, adaptability, and resilience

HHM Hotels Benefits and Perks

• Competitive wages for full-time and part time opportunities
• Medical, Dental, and Vision Insurance
• Paid Time Off
• 401k with company match
• Daily Pay
• Free Basic Life Insurance
• 24/7 access to TELUS Health, a confidential work life support resource
• Hotel travel discounts
• Commuter transit and parking benefits
• Employee Assistance and Wellness Programs
• Educational and professional development opportunities
• Referral bonus program