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Job Post Details

Full Time - Guest Service Agent with Night Audit Rotation - job post

Best Western Plus Cairn Croft Hotel
Niagara Falls, ON
$17.75 an hour - Full-time

Job details

Pay

  • $17.75 an hour

Job type

  • Full-time

Shift and schedule

  • Weekends as needed
  • Evenings as needed
  • Night shift

Location

Niagara Falls, ON

Benefits

Pulled from the full job description

  • Dental care
  • Extended health care
  • On-site parking

Full job description

Best Western Plus Cairn Croft Hotel – Niagara Falls, ON

The Best Western Plus Cairn Croft Hotel is a proudly family-owned and operated hotel that has been welcoming guests for generations. As the first Best Western hotel in Canada, we have built our reputation on genuine hospitality, exceptional customer service, and creating memorable experiences for every guest who walks through our doors.

Located in the heart of Niagara Falls, our 168-room hotel features a tropical indoor courtyard with a heated pool and hot tubs, Doc Magilligan's Restaurant & Irish Pub, an indoor golf lounge, arcade, and family recreation area. We welcome a diverse mix of leisure travelers, corporate guests, sports teams, tour groups, and families from around the world.

What truly sets us apart is our people. We take great pride in delivering personalized service that keeps our guests returning year after year. Many of our corporate clients, tour groups, sports teams, and family vacationers have stayed with us for decades, and we believe those lasting relationships are a direct reflection of the dedication, professionalism, and warmth of our team.

If you're passionate about hospitality and enjoy making a positive impact on someone's stay, we'd love to welcome you to the Best Western Plus Cairn Croft family.

Front Desk Guest Service Agent Responsibilities

  • Greet and welcome guests with a warm, friendly, and professional attitude, creating an exceptional first impression.
  • Check guests in and out efficiently while following Best Western brand standards and hotel policies.
  • Make and Take hotel Reservations, with familiarity on room types.
  • Verify reservation details, guest information, payment methods, and room preferences.
  • Develop a strong knowledge of the hotel, including guest room types, amenities, packages, promotions, local attractions, and services to confidently assist guests.
  • Process guest payments, authorizations, and account settlements accurately.
  • Respond promptly and professionally to guest inquiries in person, over the phone, and via email.
  • Deliver exceptional customer service by anticipating guest needs and exceeding expectations, helping create memorable experiences that encourage repeat visits.
  • Handle guest concerns and complaints with empathy, professionalism, and sound judgment, ensuring timely resolution whenever possible.
  • Complete pre-arrival planning, including room assignments for special requests, Best Western Rewards members, VIPs, groups, and room type allocations.
  • Maintain clear, accurate, and detailed communication between shifts to ensure seamless guest service and hotel operations.
  • Work collaboratively with Housekeeping, Maintenance, Restaurant, and other departments to provide an outstanding guest experience.
  • Promote the Best Western Rewards program, hotel packages, and additional services when appropriate.
  • Follow all hotel policies, health and safety regulations, and Best Western brand standards.
  • Perform other duties as assigned to support the Front Office team and overall hotel operations.

Night Audit

As part of our Guest Service team, this position will transition into a scheduled Night Audit rotation once fully trained. Night Audit shifts are scheduled on a rotating basis. A shift premium is paid for all overnight Night Audit shifts.

Night Audit Responsibilities

  • Complete the nightly audit process, balancing and reconciling daily hotel transactions.
  • Prepare and distribute daily reports for hotel management.
  • Process overnight guest arrivals, departures, and requests while providing exceptional guest service.
  • Ensure all guest accounts, room charges, and payment transactions are accurate and balanced.

What We’re Looking For:

✔ A friendly, outgoing personality with a passion for hospitality
✔ Strong multitasking and problem-solving skills
✔ Excellent communication and organizational abilities
✔ A team player who thrives in a dynamic environment
✔ Availability to work evenings, weekends, and holidays and overnights in audit rotation

What We Offer:

Competitive benefits package (available after 6 months)
Brand Reward Incentives ( Discounted Hotel Stays + Earning Points )
Opportunities for growth within our hotel team

Ready to be part of something exciting? Apply today and help us create unforgettable guest experiences!

Job Type: Full-time

Pay: $17.75 per hour

Benefits:

  • Dental care
  • Extended health care
  • On-site parking

Experience:

  • Customer Service: 1 year (required)

Work Location: In person

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