At Best Western Chocolate Lake Hotel, we believe that when we take care of our team members, everyone benefits—our employees and our guests. Rooted in Best Western’s long-standing philosophy of “member helping member,” we offer a supportive, team-focused workplace where collaboration, respect, and growth are part of everyday life.
What You’ll Gain
o Supportive, team-oriented work environment
o Career growth opportunities within the Best Western family
o Ongoing training and development
o Rewards, recognition, and milestone programs
o Employee perks and discounted hotel stays
o Benefits including EAP, extended health, dental, vision & life insurance
Guest Service Agent & Relief Night Auditor
Front Desk
Guest Services Manager / Front Office Manager
The Guest Service Agent & Relief Night Auditor is responsible for delivering exceptional guest experiences while supporting front desk operations during day, evening, and overnight shifts. This dual-role position combines traditional guest service responsibilities with overnight audit functions, ensuring smooth daily operations and accurate financial reporting.
This role requires flexibility, attention to detail, and the ability to work both independently and as part of a team in a fast-paced hospitality environment.
- Provide warm, professional, and personalized service to all guests in line with Best Western brand standards
- Perform check-in and check-out procedures efficiently and accurately
- Handle guest inquiries, requests, and complaints with a solution-oriented approach
- Maintain strong knowledge of hotel services, amenities, and local area information
- Process reservations, cancellations, and room assignments
- Coordinate with housekeeping and maintenance to ensure room readiness
- Handle cash, credit card transactions, and daily balancing
- Promote hotel services and upsell room categories when appropriate
- Complete nightly audit procedures and balance all hotel financial transactions
- Verify and reconcile room rates, payments, and revenue reports
- Prepare daily reports for management review
- Ensure all systems (PMS, POS) are accurate and updated
- Maintain a safe and secure environment during overnight hours
- Respond to late-night guest requests and emergencies
- Perform light administrative and front desk duties as required
- Previous front desk or hospitality experience preferred
- Strong customer service and communication skills
- Ability to work independently, especially during overnight shifts
- High attention to detail and problem-solving ability
- Basic accounting or cash-handling experience is an asset
- Proficiency with hotel systems (Opera Cloud) is an asset
- Flexibility to work days, evenings, weekends, and overnight shifts
- Guest-focused mindset with a commitment to service excellence
- Professionalism and strong interpersonal skills
- Time management and multitasking ability
- Reliability and accountability
- Team collaboration
- Fast-paced hotel setting with frequent guest interaction
- Standing for extended periods
- Overnight shifts required as part of rotation
- Must uphold the hotel’s reputation for attentive customer care and service quality
- Supportive, team-oriented work environment
- Opportunities for growth within the Best Western brand
- Employee discounts and hotel perks
- Training and development programs
