Front Office Agent

Job Summary

The Front Desk Agent is responsible for providing exceptional guest service and ensuring smooth front desk operations. This role involves greeting guests, managing reservations, handling guest inquiries, processing payments, and maintaining accurate records while creating a welcoming and professional environment for all guests.

Duties and Responsibilities

• Greet guests in a friendly, professional, and courteous manner and provide exceptional customer service at all times.
• Check guests in and out of the hotel following established hotel procedures and standards.
• Register arriving guests, assign rooms, and issue room keys or access cards.
• Make, modify, and cancel reservations while ensuring all booking details are accurate and up to date.
• Answer incoming phone calls and respond to guest inquiries promptly and professionally.
• Assist guests with requests, concerns, and special accommodations during their stay.
• Provide accurate information regarding hotel services, amenities, policies, and local attractions.
• Process guest payments including cash, debit, credit card, and direct billing transactions.
• Prepare and present guest folios and billing statements upon departure and ensure accurate payment processing.
• Maintain accurate records of room availability, reservations, guest accounts, and room assignments.
• Handle guest complaints or concerns professionally and escalate issues to management when necessary.
• Perform daily accounting duties including posting charges, balancing transactions, data entry, and reconciliation.
• Complete end-of-shift audit procedures and generate required reports accurately and on time.
• Coordinate and communicate effectively with housekeeping, maintenance, and other departments to ensure guest satisfaction.
• Monitor lobby and front desk areas to maintain cleanliness, organization, and professionalism.
• Follow hotel safety, security, and emergency procedures to ensure the safety of guests, staff, and hotel property.
• Maintain confidentiality of guest and hotel information.
• Attend training sessions and staff meetings as required.
• Perform other duties as assigned by management.

Knowledge, Skills, and Abilities Required

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Basic knowledge of accounting and cash-handling procedures.
• Proficiency in computer systems and hotel management software such as OPERA and Microsoft Outlook.
• Ability to understand and follow verbal and written instructions.
• Ability to accurately post, balance, and reconcile charges and payments.
• Strong organizational skills and attention to detail.
• Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
• Ability to remain professional and composed under stressful situations.
• Flexible availability, including evenings, weekends, holidays, and overnight shifts when required.
• Maintain high standards of personal appearance, grooming, and professionalism.
• Basic math, reading, and writing skills.
• Ability to work independently and as part of a team.

Visa Requirements: Must be legally authorized to work in Canada. Dakota Dunes Resort is unable to assist candidates in obtaining Canadian work authorization.

Employment Equity Opportunity

This position is part of a dedicated employment equity initiative. We strongly encourage candidates from Whitecap Dakota Nation and other Indigenous communities—including First Nations, Métis, and Inuit—to apply. If you wish to be considered under this initiative, please self-identify in your application.

Our Commitment to Diversity, Inclusion \& Reconciliation

At Dakota Dunes Resort, we believe that the strength of our team lies in its diversity. We are committed to fostering an inclusive environment that respects the unique backgrounds, perspectives, and talents of the individual. As an Equal Opportunity Employer, we are dedicated to providing equal access to opportunities. We welcome applications from all qualified candidates.

We acknowledge that we are on treaty land. These treaties serve to govern our relationships with Indigenous people. We come together today on Treaty 6 territory, which is the traditional territory of the Cree, Saulteaux, Stoney Nakota, Dakota peoples. We also acknowledge the traditional homeland of the Metis and honor their contributions.

It is important that we recognize that we all have benefits and responsibilities under these agreements. We acknowledge the harms and injustices of the past and present. We dedicate our efforts to working together in a spirit of collaboration and reconciliation. We are all treaty people.