Reservations Agent

Job summary

The Reservations Agent is responsible for managing room bookings, cancellations, and modifications while providing exceptional guest service. They must handle inquiries via phone and email, maintain accurate records, and assist guests with their travel itineraries.

Job details

Title: Reservations Agent Reports to: Manager, Reservations Location: 18 Cabot Lane, Inverness, NS, B0E 1N0 Job Type: Full-time Permanent About Cabot Cape Breton Located on over a mile of sandy beach along the coast of Cape Breton, Nova Scotia—and nestled between the Atlantic Ocean and the picturesque town of Inverness—Cabot Cape Breton is Canada’s first and only authentic links golf resort. Featuring 46 holes of exhilarating golf, including two acclaimed World Top 100 courses, 72 rooms of award-winning accommodation, 19 luxury Golf Villas, with 22 additional homes currently under construction, and exquisite dining in three on-site restaurants, Cabot Cape Breton is intended to excite and inspire at every turn. Position Overview: As a Reservations Agent, you must share a passion for service excellence and infuse enthusiasm into everything you do. In keeping with the warm Cape Breton hospitality that we are known for, you will work to provide the highest level of service standards in a professional and courteous manner, constantly striving to exceed guest expectations. Core Competencies: • This occupation helps to build the Cabot Experience for our guests through a “customer comes first” attitude by providing hands on timely quality service, exceptional value and a superior product • Create 100% satisfaction by providing fast and friendly genuine hospitality and by exceeding guest expectations • Create and maintain accurate reservation records and ensure all aspects of the room reservation procedure are followed, including bookings, confirmation and cancellation policies • Answer telephone calls in a timely and professional manner, ensuring you strive to lead conversations as you assist the customer in building their dream golf itinerary • Demonstrate a knowledge of lodging room categories, room rates, packages, promotions, location, directions and other general product knowledge necessary to perform daily duties • Process cancellations and modifications • Process advance deposits or refunds on reservations • Listen to guest’s complaints or concerns and resolve their issue in a timely manner • Track future room availabilities on the basis of reservations • Handle daily correspondence and respond to inquiries via email in a clear, professional manner following all policies and procedures • Ensure that files are kept up to date with accurate notes and traces within the booking software • Provide information on Cabot Cape Breton resort services and accommodations and assist in travel arrangements as required • Promote a safe working environment • Other duties as assigned by management Experience and Qualifications & Skills: • High school diploma, with post-secondary course in Hospitality preferred • Excellent computer skills, experience using reservations system and/or multiple systems at a time considered an asset • Positive attitude and excellent organizational and interpersonal skills • Excellent verbal communication skills and telephone manner • Excellent written communication skills • Commitment to delivering a high level of customer service • Ability to work flexible hours – weekends and evenings as required • Strong attention to detail • Experience in Guest Services, with a strong knowledge of Inverness and surrounding areas • A team player and a self-starter, yet able to work independently within Cabot Cape Breton standards • Ability to work effectively in an innovative, fast-paced and multi-tasked environment Physical Demands: • Ability to spend long hours moving around, walking, sitting, standing and crouching while performing other duties • Ability to lift, carry, push, pull, or otherwise move luggage and objects up to 50 lbs

What you’ll do

The Reservations Agent is responsible for managing room bookings, cancellations, and modifications while providing exceptional guest service. They must handle inquiries via phone and email, maintain accurate records, and assist guests with their travel itineraries.

Requirements

Candidates should have a high school diploma, with preference given to those with post-secondary hospitality education. Strong computer skills, excellent communication abilities, and the capacity to work flexible hours are essential for this role.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• written communication · Preferred
• Problem solving · Preferred
• interpersonal skills · Preferred
• Attention to detail · Preferred
• telephone communication · Preferred
• Data entry · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Reservation management
• Telephone communication
• Computer literacy
• Conflict resolution
• Attention to detail
• Interpersonal skills
• Organizational skills
• Written communication
• Verbal communication
• Hospitality
• Problem solving
• Time management
• Data entry
• Product Knowledge
• Self-Starter
• Professionalism
• Lifting Ability
• Positivity
• Service Standards
• Deposit Accounts
• Customer Service
• Communication
• Computer Literacy
• Innovation
• Interpersonal Communications
• Travel Arrangements
• Verbal Communication Skills
• Reservations
• Customer Complaint Resolution
• Enthusiasm
• Detail Oriented

Job areas

• Hospitality
• Customer Service & Support
• Administrative
• Reservations Agent
• Reservation / Ticket Agent
• Travel Consultants and Clerks
• Reservation and Transportation Ticket Agents and Travel Clerks