Guest Services Coordinator

Guest Services Coordinator

Banff Centre for Arts and Creativity aims to inspire everyone who attends our campus – artists, leaders, and thinkers – to unleash their creative potential.

Banff Centre for Arts and Creativity acknowledges, with deep respect and gratitude, our home on the side of Sacred Buffalo Guardian Mountain. In the spirit of respect and truth, we honour and acknowledge the Banff area, known as “Minhrpa” (translated in Stoney Nakoda as “the waterfalls”) and the Treaty 7 territory and oral practices of the Îyârhe Nakoda (Stoney Nakoda) – comprised of the Bearspaw, Chiniki, and Goodstoney Nations – as well as the Tsuut’ina First Nation and the Blackfoot Confederacy comprised of the Siksika, Piikani, Kainai. We acknowledge that this territory is home to the Shuswap Nations, Ktunaxa Nations, and Metis Nation of Alberta, Rockyview District 4. We acknowledge all Nations who live, work, and play, help us steward this land, and honour and celebrate this place.

The Opportunity

The Guest Services Coordinator, provides guest-focused, organized and result-driven support to the Rooms Division. The incumbent must be highly efficient and prioritize their workload to meet time-driven deadlines. They will help ensure the continued success of the Guest Services department by assisting in the daily guidance and coaching of the team.

The role requires the employee to take initiative while promoting a culture of customer service and teamwork among staff, through daily communications and coordination within Guest Services as well as departments across campus. As the first point of contact for guests, the employee must display extensive knowledge of the Banff Centre and partner with all departments to deliver on guest expectations.

Roles and Responsibilities

Reporting to the Guest Services Manager, below are some key responsibilities:

Customer Service

• Resolve issues to the satisfaction of all parties, including billing and reservation matters
• Handle sensitive guest reservation issues on an individual basis through phone calls, emails or personal interaction
• Maintain high level of customer service in handling client inquiries and resolution of issues/complaints

Communication

• Distribute information relating to arriving and in-house groups to all team members for customer service objectives and inventory management.
• Maintain a a positive working relationship with all Banff Centre departments to provide information and services to all clients
• Recommend procedure changes to enable departments to function more efficiently

Conference Participant Guest Management

• Act as primary resource for Conference Management Packages ("CMP") (point of contact for participants) including handling CMP reservations, billing and guest correspondence
• Serve as primary point-of-contact for CMP inquiries and assist guests from initial inquiry through completion of booking, up to day of arrival
• Oversee registration and check in for CMP groups on arrival at the Banff Centre. Work closely with Conferences to ensure CMP group registration and check in is handled smoothly
• Coordinate tour company group reservations, liaise with Conferences to provide an updated rooming list, confirm check in process and billing arrangements
• Review pre-paid reservations (Box Office and CMP guests) and ensure guest information and billing are handled correctly

Reporting, Procedures and Documentation

• Perform daily reconciliation of error reports within guest accounts
• Assist in the management and organization of internal documents and files
• Create and distribute Standard Operating Procedures for all sections of the Guest Services department

Coordination

• Establish work priorities, provide relief and backfill for Front Office Supervisors, and provide assistance with Guest Services operations
• Assist in preparing Group Resume Files daily and assist in training new Guest Services staff members
• Perform other relevant duties as required by the Guest Services Manager that support the mandate of the Banff Centre and its ongoing success

Qualifications and Educational Requirements

• 3+ years of Hospitality experience, with hotel experience an advantage
• Post-Secondary education is preferred
• Demonstrated experience in a team environment and advanced communication and coordination/organizational skills are essential
• Experience in effectively servicing large conference groups
• High detail oriented with exceptional organizational skills
• Proficiency with the Microsoft Office suite of products (e.g. Excel, Word, etc)
• Knowledge of lodging system software/applications is highly desirable
• Excellent decision making and problem-solving skills with the ability to work well under pressure
• Able to effectively handle competing priorities, take ownership of duties and show initiative
• Strong personal integrity with an innate desire to work in an ethical and confidential manner
• Proven warm and sincere verbal communication
• Professional presentation and grooming, including wearing the proper uniform and name tag at all times

Special Requirements

• Due to the nature of the job, this position requires the candidate to be available to work a flexible, irregular schedule and weekends.

Employment Terms & Benefits

• In accordance with CUPE 4318, this is a unionized, hourly support staff position, subject to a 500 hour probationary period.
• This position pays $22.39 per hour working up to 40 hours per week on a regular schedule.
• Benefits of working at Banff Centre are:
  • Transitional staff housing options (based on availability)
  • Employee Assistance Program
  • Professional development
  • Staff cafeteria and restaurant discounts
  • Onsite fitness facility at a discounted rate – first month free for new staff

Application Process

• We are accepting applications for the Guest Services Coordinator position until a suitable candidate has been found.
• Candidates offered a position with Banff Centre, in this capacity, will be required to obtain a criminal record check verifying a clear record before a final job offer can be finalized.
• Visa Requirements: Candidates must be legally eligible to work in Canada. Banff Centre is unable to assist candidates in obtaining Canadian work authorization.

Commitment to Diversity

Banff Centre for Arts and Creativity is committed to creating an equitable, diverse, and inclusive campus for students, faculty, staff and visitors. Guided by our values, Banff Centre is rooted in Alberta with provincial, national and global impact. Our strength arises from inclusion; the diversity of people, ideas, perspectives, and cultural backgrounds in our work and team. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression to apply.

Privacy Statement

Banff Centre is a public body pursuant to the Protection of Privacy Act (Alberta) (“POPA”) and the Access to Information Act (“ATIA”). All of your personal information collected by Banff Centre, including personal information collected through third-party contractors or platforms, in relation to the creation of your candidate profile and submission of a job application, is collected pursuant to section 4(c) of POPA for the purpose of administering your candidate profile, evaluating your eligibility for a position(s) at Banff Centre, and communicating with you about your application. Your personal information may be disclosed, as required, pursuant to ATIA or other applicable law, to satisfy reporting requirements, or for statistical, funding, planning or research purposes.

If you have any questions about the collection, use or protection of this information, please contact the Privacy Coordinator at [email protected], 107 Tunnel Mountain Drive, Box 1200, Banff Alberta, T1L 1H5, 403.762.6100.