Reservation Agent

Job summary

The Reservation Agent is responsible for providing professional telephone service to guests and the general public while supporting the reservations department. Duties include answering incoming calls, processing reservations, modifications, and cancellations, and maintaining accurate guest records.

Job details

Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests. Few hotels can rival the elegance, European charm, and hospitality of The Sutton Place Hotel Vancouver. Situated in the heart of downtown Vancouver, The Sutton Place Hotel Vancouver has over 560 guest rooms and suites, approximately 13,000 sq. ft. of meeting/event space, and its spectacular setting allows guests to experience exceptional service with first-class amenities, from a personal concierge to a signature restaurant and wine merchant. Set against a majestic backdrop of mountains and sea, and with the city's famous shopping, business, arts, and entertainment districts just steps away, guests will experience the perfect blend of luxury and cosmopolitan ambience. With its opulent surroundings, The Sutton Place Hotel Vancouver brings a taste of Europe to one of North America's most beautiful cities. Luxury abounds from the lavishly appointed guest rooms, conference facilities, and fully furnished suites at La Grande Residence, to Boulevard Kitchen & Oyster Bar and complete beauty centre at Vida Spa. The Sutton Place Hotel Vancouver has been voted 'BC's Leading Hotel' at the World Travel Awards, has been listed as one of Travel + Leisure's Top 500 in the World's Best Hotels, and is a perennial Cond Nast Traveler Gold List favourite. We are currently considering candidates for the following position: Reservations Agent - Part time The successful candidate will work closely with the Reservation Manager and Front Desk Managers in maintaining the highest standard of excellence in providing expedient, professional and courteous telephone service to our in-house guests and the general public, in supporting the Reservations function. Responsibilities will include (but not limited to): answer all incoming calls, provide pertinent information to callers and transfer calls to the appropriate sources as required; accurately record and deliver wake-up call requests; communicate with professional etiquette via radio; assist in processing reservations, modifications and cancellations from internal and external channels and be knowledgeable about packages and promotional options available. Job Requirements Excellent opportunity for an energetic, self-motivated, team-oriented individual, with minimum 1 year of customer service experience, preferably in a hospitality environment. Flexibility in shifts is essential as some nights, weekends and statutory holidays will be required. Candidate must have strong guest service, interpersonal and communication skills (both written and verbal); a friendly, professional telephone manner; the ability to prioritize and manage multiple tasks to meet deadlines in a fast-paced environment; the ability to effectively anticipate and handle concerns of guests and/or colleagues, or any other issues that may arise, with confidentiality and diplomacy; and computer proficiency with MS Word and Excel (OPERA/FIDELIO or similar is preferred). We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and our guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work. PERKS Rewards & Recognition Discounted Hotel Stays for Team Members and friends and family rates too! Discounts with our restaurant partners Discounted Passes/Lift tickets at Grouse Mountain and Revelstoke Mountain Resort Growth Opportunities- Career Advancement starts from Within Employee Assistance Program (EAP)- Free mental Health Support, Legal & Financial Counselling Group Life Insurance, Extended Health, Dental, Vision Care! Complimentary Stays RRSP Matching Milestone Rewards Tuition Credit Program SUMMATION: Submission of resume does not guarantee an interview or an actual transfer. Qualified applicants are encouraged to apply, provided they meet the minimal requirements of the applicable skills required. You must be legally entitled to work in Canada to apply as the employer does not have a Labour Market Impact Assessment (LMIA) that would support a foreign worker. **Applications will not be accepted via email or in person.**We thank all applicants for their interest in Career opportunities with The Sutton Place Hotel, however, only those applicants we wish to interview will receive a reply to their application.** **ABSOLUTELY NO PHONE CALLS PLEASE** At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/.

What you’ll do

The Reservation Agent is responsible for providing professional telephone service to guests and the general public while supporting the reservations department. Duties include answering incoming calls, processing reservations, modifications, and cancellations, and maintaining accurate guest records.

Requirements

Candidates must have at least one year of customer service experience, preferably within the hospitality industry. Strong communication skills, computer proficiency, and the ability to work flexible shifts including nights, weekends, and holidays are required.

Benefits

• Discounted hotel stays
• Restaurant partner discounts
• Discounted lift tickets
• Employee assistance program
• Mental health support
• Legal and financial counselling
• Group life insurance
• Extended health care
• Dental care
• Vision care
• RRSP matching
• Milestone rewards
• Tuition credit program

Listed skills

• Time management · Preferred
• Customer service · Preferred
• interpersonal skills · Preferred
• Communication Skills · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Telephone etiquette
• Communication skills
• Interpersonal skills
• Time management
• Conflict resolution
• Confidentiality
• Diplomacy
• Computer proficiency
• MS Word
• MS Excel
• Opera
• Fidelio
• Hospitality operations
• Influencing Skills
• Energetic
• Influencing Without Authority
• Ability To Meet Deadlines
• Self-Motivation
• Microsoft Word
• Asset Management
• Mental Health
• Business Etiquette
• Customer Service
• Communication
• Discounts And Allowances
• Employee Assistance Programs
• Finance
• Optometry
• Marketing
• Impact Assessment
• Labor Economics
• Telephone Skills
• Restaurant Operation
• Team Oriented
• Reservations
• Prioritization
• Enthusiasm

Job areas

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

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