Guest Services Agent - Haida House

Guest Services Agent & Sales

Haida Tourism is a Haida-owned company, owned and operated by Haida Enterprise Corporation (HaiCo). HaiCo is focused on building Haida owned enterprises that reflect Haida cultural values, investing in the training and mentorship of Haida Citizens, creating careers and improving the lives of Haida Citizens and the economy of Haida Gwaii.

The Guest Services Agent & Sales is the first point of contact for our lodge guests and plays a vital role in creating an exceptional guest experience. This position handles daily front desk operations, including sales, reservations, check-in/check-out procedures, guest inquiries, and administrative tasks.

The ideal candidate is friendly, organized, and thrives in a guest-facing role. This position requires the ability to work independently while supporting the larger lodge team, shifts fluctuate with a summer regular shift of 10 AM – 6 PM to support both guest arrivals and afternoon inquiries.

Duties And Responsibilities

• Welcome guests with warmth and professionalism, ensuring a seamless check-in and check-out process
• Handle phone calls, emails, and in-person inquiries regarding reservations, lodge services, and local activities
• Process reservations accurately through our booking system, maintaining guest records and payment details
• Provide concierge-style assistance, including local recommendations, cultural insights, and booking excursions or transportation
• Liaise and communicate with housekeeping, kitchen, and management to ensure guest needs are met promptly
• Maintain lobby and front desk appearance to reflect the high standards of the lodge
• Resolve guest concerns with tact and empathy, escalating issues as needed
• Support administrative tasks such as daily reports, transaction reconciliation, and shift handovers
• Prepare for guest arrivals with their check-in information and package
• Maintain an up-to-date dining room reservation book and open table
• Maintain the house folders by keeping management informed and up to date on guest movements
• Reconcile money received as needed-Prepare deposit for weekly banking
• Maintain and organize guest hospitality room insuring adequate stock and cleanliness
• Set up conference space and help provide service
• Other related duties as required

Knowledge, Skills And Abilities

• Strong organization and time management skills
• Ability to remain calm, professional, and solutions-focused under pressure, including in conflict situations
• Previous front desk, guest services, or hospitality experience (hotel or lodge preferred)
• Strong computer literacy with experience in booking/reservation systems
• Excellent communication skills (written and verbal), with professional phone etiquette
• Ability to work independently and as part of a collaborative team
• Knowledge of Haida Gwaii, or interest in Indigenous culture and eco-tourism, considered an asset
• Understanding of Haida cultural values an advantage

Training, Education And Experience

• 1+ year of customer service experience and data entry experience
• Experience working with client management and property management systems
• Working knowledge of restaurant point of sales systems is considered an asset

Compensation & Benefits

• Staff housing available at reduced rate
• Benefits Package: health and dental benefits for eligible employees
• Opportunity to live and work in Haida Gwaii, one of the most beautiful and culturally rich regions in Canada