Summary

Do you want to make a difference in the lives of those around you, be part of something bigger, and love where you work?

Join a community that values respect, integrity, inclusion, empathy, experimentation, and well-being. At Hyatt, diversity, equity, and inclusion are at the core of our purpose: to care for people so they can be their best.

Recently renovated with striking architecture, art, and bespoke culinary experiences, Park Hyatt Toronto offers a sophisticated, approachable luxury with a distinct character highlighting our Yorkville location.

Why should you work at the Park Hyatt Toronto?

• Complimentary meal during shift

• Paid medical days and paid personal days

• Employer RRSP Matching Contributions

• Complimentary hotel nights and discounts at Hyatt properties around the world

• Extended Health and Dental benefits for you and your dependents 30 days after joining

• Tuition reimbursement program

• 2024 and 2025 Great Place to Work Certified

SUMMARY

About the Role – Reservationist

Reservation Agents are responsible for handling all reservation and pre-arrival processes via phone, email, and other communication channels, while delivering exceptional guest service in line with Forbes 5-Star Standards. They respond to guest inquiries related to reservations, hotel facilities, and local attractions, and ensure that all interactions create a personalized and memorable experience.

Reservation Agents manage individual and group bookings, including owner reservations, and work closely with all hotel departments to ensure guest needs are anticipated and exceeded. This role is multi-functional, and additional duties may be assigned. Reservation Agents report directly to the Reservations Manager.

Some of the responsibilities include:

• Manage daily house counts and monitor expected arrivals and departures.

• Maintain complete knowledge of and compliance with all hotel policies and procedures.

• Collect guest preferences during reservation calls and update profiles accordingly.

• Access and utilize computer systems (Opera, Reserve, and others) according to hotel procedures.

• Provide accurate, detailed information about hotel facilities, services, and local attractions to callers.

• Record, document, and relay messages accurately and professionally.

• Book, modify, and cancel reservations accurately with attention to detail, including capturing all necessary guest information.

• Hard-block special room requests, such as accessible rooms and suites.

• Document and confirm reservations and cancellations in the appropriate systems.

• Set up accurate billing accounts for each reservation (e.g., share-with, split billing, complimentary stays).

• Promote hotel packages, offers, and upsell opportunities whenever appropriate.

• Communicate VIP and Repeat Guest arrivals to designated personnel for escort and amenity delivery.

• Share all pertinent guest information with appropriate departments to ensure seamless service delivery.

• Document and report maintenance needs promptly to Engineering.

• Assist guests with alternative accommodations when the hotel is unable to fulfill their reservation.

• Enter and manage group rooming lists; block group rooms and monitor cutoff dates.

• Assist Sales with group-related reservation processes.

• Update guest preference reports and communicate updates to hotel leadership regularly.

• Support and assist other departments by providing accurate group inventory and guest details.

• Train and coach reservation coordinators to maintain Forbes 5-Star service standards through bi-monthly coaching sessions.

• Score and evaluate coordinator phone calls to help them meet Navis non-negotiables and drive service excellence.

• Responsibilities may be updated or adjusted as necessary to meet evolving business needs.

Qualifications

• Highly motivated and organized with strong attention to detail.

• Clear, concise written and verbal communication skills in English.

• Demonstrated ability to effectively interact with people from diverse backgrounds.

• Proficiency in computer systems, including Microsoft Word and Excel.

• Previous hotel reservations or call center experience is considered an asset.

• Ability to work independently as well as collaboratively within a team environment.

• Strong customer service and problem-solving skills.

• Knowledge of Opera PMS, Reserve, and other reservation systems is an asset.

• Flexibility to work evenings, weekends, and holidays as needed.

All Candidates must be in possession of identification proving authorization to work in Canada. This Position does not offer sponsorship of Work Visas. Resumes submitted that cannot fulfill these requirements will not be considered.