Guest Experience Representative

About the role

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here. Mission Statement The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world. Job Description: Position Purpose The Guest Experience Representative serves as the primary point of contact for guests, ensuring a seamless and welcoming experience from arrival to departure. This role is responsible for managing check-in and check-out processes, handling reservations and inquiries, and resolving guest issues promptly and professionally. The position also provides concierge-style support, coordinates group bookings, and acts as a key liaison between guests and operational departments including dining, kitchen, and housekeeping. Through attentive service and efficient administrative support, the Guest Services Agent contributes to the smooth daily operation of Jackson's Retreat and Conference and the delivery of an exceptional guest experience. Key Accountabilities Deliver exceptional guest service by responding to calls, emails, and inquiries, resolving concerns promptly, and ensuring a positive, professional experience. Welcome and engage visitors and group leaders, anticipating needs and creating a high-quality, attentive guest experience. Coordinate and support guest arrivals, including sign-ins, room assignments, and timely communication with internal teams. Manage reservations and front desk transactions, including bookings, modifications, check-ins/outs, and payment processing. Maintain accurate communication channels by screening calls, relaying messages, and responding to correspondence in a timely manner. Administer front desk operations, including recordkeeping, invoice processing, data entry, and preparation of reports and communications. Safeguard confidential information while ensuring all guest and operational records are accurate, organized, and up to date. Oversee office logistics by managing supplies, coordinating mail/courier services, and supporting general administrative functions. Provide on-site operational support by resolving after-hours issues independently and coordinating with housekeeping, maintenance, and other teams. Support facility readiness and guest amenities by setting up meeting spaces, AV equipment, dining areas, and maintaining cleanliness across common areas. Working Conditions This is a casual relief position with no guaranteed hours. The incumbent will be scheduled as required to meet operational needs. Primarily office-based role in the reception area, requiring the ability to sit or stand for extended periods and perform repetitive tasks. Hours and work schedule will vary as operational requirements and will include overnights, evenings, and weekends. Additional hours may be available dependent on operational requirements. Education and experience Qualifications: Completion of Secondary School required; post-secondary diploma in hospitality, tourism, or related field considered an asset. Ability to successfully complete background checks and screening requirements (e.g., Abuse Registry, Criminal Record Check) as applicable. Minimum two (2) years of administrative or customer service experience in a fast-paced environment. Demonstrate strong computer skills, including Microsoft Office, and ability to operate office equipment and support basic AV setup/troubleshooting. Exhibit strong interpersonal, verbal, and written communication skills with a friendly, service-oriented approach to engaging guests and staff. Show the ability to work independently, make sound decisions in guest-facing situations, and appropriately escalate issues when required. Manage multiple tasks, maintain organized records, and ensure high attention to detail in administrative processes. Demonstrate initiative, situational awareness, and willingness to perform both administrative and hands-on operational tasks. Coordinate effectively across departments and maintain professionalism while working under pressure. Adhere to OH&S regulations and demonstrate willingness to support and align with The Salvation Army's mission and values. Candidate is responsible for providing background check