Reservations Agent

2 weeks ago

Cambridge, Ontario, Canada Langdon Hall Country House Hotel & Spa Full time

The Reservation Agent handles and processes room reservations, with an eye to maximizing room occupancy and average room rate through up selling.

They field nearly all inquiries for transient reservations (less than ten rooms per night) and must convert as many of these calls as possible into confirmed reservations.

After quoting rates appropriate to specific requests, they must obtain agreement from the caller and confirm a reservation.

They must be able to listen and communicate effectively with a wide range of callers; close the sale; and input detailed information into the property management system (ResortSuite), accurately and efficiently.

Reservations Agents are also responsible for providing overall reservations support for the hotel.

They are responsible for handling group blocks and inputting rooming lists, selling gift certificates, processing travel agent commissions, and proper coding of market segments and corporate accounts.


Requirements:

  • Confirms reservations for rooms according to the room's availability
  • Offers the rates that are currently in effect and arranges the billing according to hotel procedures.
  • Records all reservations neatly and accurately on prescribed forms.
  • Files neatly all updated correspondence chronologically, first and then alphabetically.
  • Updates the computer immediately and accurately if there are any changes.
  • Sends out confirmation slip promptly if requested.
  • Handles any request for amenities or transportation promptly and accurately.
  • Updates guest history records, travel agency/company records and account receivable records on a regular basis
  • Handles the reservation correspondence accurately and neatly.
  • Promptly prepare VIP and any Reservation reports.
  • Check any noshow and cancellation report with the correspondence and keep the record in the file.
  • Perform other duties as required.

Knowledge and Skills:

  • Provide a courteous and professional service at all times.
  • Maintain good working relationships with your own colleagues and all other departments.
  • Have a complete understanding of and adhere to the hotel's policy relating to Fire, Hygiene, Health and Safety.
  • Maintain the cleanliness of the working area in the Reservation Department.
  • Excellent communication skills in all aspects;
  • 1 year experience in a comparable position in a luxury hotel operation preferred;
  • Excellent knowledge of all aspects of Hotel Operations;
  • Excellent organizational and administrative skills;
  • Excellent guest service and problem resolution skills;
  • The flexibility to meet the demands of a 24 hour operation;
  • The ability to work comprehensively with spreadsheets and Word documents.

Working Conditions and Physical Demands:

  • Fast paced environment must be able to work under pressure and be able to multitask.
  • Physically fit, ability to lift up to 25lbs.
  • Must be able to stand for extended periods, walk, climb stairs, and reach from the waist or shoulder.
  • Answers the phone and works on a computer for extended periods requiring concentration and listening skills as well as visual focus.

Must have own transportation and be eligible to legally work in Canada.

_We appreciate your interest in Langdon Hall but only those selected for an interview will be contacted._

Job Types:
Part-time, Permanent

Salary:
$20.00 per hour

Benefits:

  • Company events
  • Discounted or free food
  • Employee assistance program
  • Onsite parking
  • Paid time off
  • Store discount

Schedule:

  • 8 hour shift

Supplemental pay types:

  • Overtime pay

Ability to commute/relocate:

  • Cambridge, ON: reliably commute or plan to relocate before starting work (required)

Experience:

  • Customer service: 1 year (preferred)

Work Location:
In person

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