Connection Centre Agent

Job summary

Answer guest inquiries, explain spa experiences and policies, and help guests select and book suitable treatments and reservations. Maintain accurate guest and payment records, resolve concerns, coordinate with spa teams, and contribute to service quality and booking goals.

Job details

Connection Centre Guide — Yora Nordic Spa Location: Pomeroy Lodging Corporate Office, Downtown Calgary, AB Position Type: Full-Time | Office-Based A Great Guest Experience Starts With a Conversation. Are you someone who makes people feel comfortable, answers questions with confidence, and turns curiosity into excitement? Join Yora Nordic Spa as a Connection Centre Guide and help guests take the first step toward their next wellness experience. Based at the Pomeroy Lodging Corporate Office in downtown Calgary, you’ll support guests across Yora Nordic Spa locations. Whether someone is discovering hydrotherapy for the first time, choosing a treatment, or planning a return visit, you’ll provide warm, knowledgeable guidance that makes booking feel easy. At Yora, our values are Simple, Inclusive, Natural, and Social. You’ll bring them to life through every conversation, helping guests feel welcomed, informed, and excited about their visit. What You’ll Do Create a welcoming first impression by answering incoming calls with warmth, professionalism, and genuine care. Listen to each guest’s needs and provide clear information about hydrotherapy, treatments, spa experiences, pricing, and policies. Help guests choose and book experiences that suit their interests, introducing relevant treatments and enhancements through thoughtful recommendations. Create, modify, and confirm reservations accurately using our booking systems. Resolve guest questions and concerns with empathy, involving your supervisor or the spa team when additional support is needed. Maintain accurate guest records, payment information, and follow-up documentation while protecting guest privacy. Stay informed about Yora experiences, availability, and operational updates. Work closely with fellow Guides and spa teams to provide consistent information and a smooth guest journey. Contribute to team goals for responsiveness, service quality, reservation accuracy, productivity, and booking conversion. Participate in training and coaching to strengthen your product knowledge and guest service skills. What You’ll Bring Experience in a call centre, reservations, hospitality, customer service, or sales environment is preferred. Clear, confident telephone communication and strong listening skills. A warm, reassuring approach and a genuine interest in helping others. Strong attention to detail, especially when handling reservations and payments. Comfort using multiple computer systems, including reservation, customer relationship management, and payment platforms. The ability to stay organized and responsive in a busy environment with a high volume of guest inquiries. Practical problem-solving skills and sound judgment. An interest in wellness and a willingness to learn about hydrotherapy and Yora’s experiences. A collaborative approach and openness to feedback and continuous learning. Your Work Environment This is a full-time, office-based position at the Pomeroy Lodging Corporate Office in downtown Calgary. You’ll work in a dedicated Connection Centre supporting our spa locations, with frequent telephone interactions and extended computer use. Flexibility to work mornings, evenings, weekends, and holidays is required based on guest demand. Bring Your Hospitality Experience To Yora Your knowledge creates trust. Your care creates confidence. Your conversations help guests look forward to what comes next. If you enjoy connecting with people and making their plans feel effortless, we’d love to hear from you. Apply today to join Yora as a Connection Centre Guide.

What you’ll do

Answer guest inquiries, explain spa experiences and policies, and help guests select and book suitable treatments and reservations. Maintain accurate guest and payment records, resolve concerns, coordinate with spa teams, and contribute to service quality and booking goals.

Requirements

Experience in call centre, reservations, hospitality, customer service, or sales is preferred, along with confident telephone communication, strong listening skills, and attention to detail. Candidates should be comfortable using reservation, customer relationship management, and payment systems, and be organized, collaborative, and willing to learn about wellness experiences.

Listed skills

• telephone communication · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Payment Processing · Preferred
• Organization · Preferred
• Teamwork · Preferred
• Product Knowledge · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Telephone Communication
• Active Listening
• Customer Service
• Reservations Management
• Sales Recommendations
• Problem-Solving
• Attention to Detail
• Payment Processing
• Guest Record Management
• Privacy Protection
• Computer Systems Proficiency
• Organization
• Teamwork
• Product Knowledge
• Empathy

Job areas

• Customer Service & Support
• Hospitality
• Sales

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