Reservations Agent

Reservation Agents are responsible for handing all reservation and pre-arrival processes through phone, email, and other channels, while providing exceptional guest service.  This sales role requires responding to guest inquiries relating to reservation details, on-site facilities and local attractions as part of the reservations process.  Reservation Agents are responsible for group blocks and individual reservations, including owner reservations. Reservation Agents are expected to know resort amenities as well as the South Okanagan area in order to educate our guests on all the valley has to offer.

Responsibilities

• Process & manage all guest reservations (phone, email, and/or online bookings)
• Provide information related to guests' stay and travel
• Process reservations related payments & deposits
• Upselling/cross-selling to promote hotel services and enhance guest experience
• Enter group rooming lists and/or other guest data as required
• Verify the accuracy and proper completion of bookings to ensure other departments are well prepared for guest arrivals
• Efficiently handle all incoming calls while following Hotel security protocols
• Respond to guest email inquiries in a professional and timely manner
• Maximize hotel occupancy and average daily rate using effective sales skills
• Process Owner reservations accurately while following the rules of the rental pool management agreement
• Other tasks as assigned

Requirements

• Hotel reservation experience an asset
• Strong customer service & communication skills including professional & pleasant phone manner
• Ability to communicate in English well both written and verbally
• Problem solving & conflict resolution skills
• Ability to work independently & as part of a team
• Up-to-date knowledge of local area & attractions
• Dependable team player with a positive attitude and great work ethic
• Technically savvy as the role requires the use of a computer, typing skills and proficiency in Microsoft Office (Word, Outlook, and Excel)
• Comfortable dealing with a high call volume
• Knowledge of Opera PMS preferred
• Able to work up to 40 hours per week, on a variety of days including evenings and weekends