Job Title: Front Desk Agent
Department: Front Office
Job Type: Part-Time, Permanent
Work Location: In Person at Sooke Harbour House
The Front Desk Agent serves as the first point of contact for guests at Sooke Harbour House. This role is critical in delivering a seamless and memorable guest experience while supporting front office operations across a variety of shifts, including daytime, evening, and occasional overnight coverage.
The ideal candidate is personable, detail-oriented, adaptable, and committed to creating exceptional hospitality experiences. This position is well suited to someone seeking flexible part-time hours and who enjoys working in a boutique luxury hospitality environment.
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Welcome guests warmly and assist with check-in and check-out processes.
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Provide personalized service to meet guest needs and preferences.
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Address guest inquiries, concerns, and complaints promptly and professionally.
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Offer concierge services, including local recommendations and special arrangements.
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Create memorable guest interactions that reflect the unique character of Sooke Harbour House.
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Handle room reservations, cancellations, and modifications accurately.
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Maintain up-to-date knowledge of room availability, rates, packages, and hotel policies.
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Process guest payments and manage billing with precision.
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Ensure guest profiles and preferences are maintained accurately within the property management system.
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Collaborate with housekeeping, maintenance, food & beverage, and leadership teams to ensure guest satisfaction.
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Monitor and respond to phone calls and emails promptly.
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Keep the front desk area clean, organized, and well-stocked.
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Assist with guest amenities, package inclusions, and special requests.
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Provide occasional Night Audit and overnight front desk coverage as required.
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Complete overnight guest service responsibilities.
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Perform basic audit procedures and reporting tasks following established SOPs.
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Ensure the safety and security of guests and the property during overnight hours.
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Conduct property walks and respond to guest needs during overnight shifts.
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Maintain accurate guest records and reservation details.
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Assist with daily reporting and documentation.
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Complete Front Desk opening, closing, and overnight checklists.
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Follow all hotel policies and procedures to uphold service standards.
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1–2 years of experience in front desk, hospitality, or customer service roles, preferably within a boutique or luxury hotel environment.
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Previous hotel experience is considered a strong asset.
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Experience with Cloudbeds or other property management systems is an asset.
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Strong communication, problem-solving, and interpersonal skills.
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Ability to multitask and remain calm under pressure.
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Excellent attention to detail and organizational skills.
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Ability to work independently and make sound decisions.
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Comfortable working both daytime and overnight shifts when required.
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Fluency in English is essential; additional languages are an asset.
This position requires flexibility and availability to work a variety of shifts, including:
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Days (7:00 AM – 3:30 PM)
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Evenings (3:00 PM – 11:30 PM)
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Occasional Overnight/Night Audit Coverage (11:00 PM – 7:30 AM)
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Weekends and holidays
Part-time schedules will typically range from 16–32 hours per week based on business levels and operational requirements.
Sooke Harbour House offers more than just a job—it’s an opportunity to be part of one of British Columbia’s most iconic hospitality destinations. Nestled on the rugged West Coast, our team is passionate about creating memorable guest experiences while rebuilding a legendary property known for exceptional food, hospitality, and connection to place.
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Work in one of Canada's most beautiful coastal destinations.
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Be part of a supportive, collaborative, and growing team.
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Opportunities for training, development, and advancement.
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Flexible scheduling.
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Employee discounts on dining and accommodations.
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Competitive compensation.
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The opportunity to contribute to the next chapter of an iconic hospitality brand.
