Hotel Reservation Agent

7 days ago

Pickering, Ontario, Canada Pickering Casino Resort Full time

Pickering Casino Resort's Hotel Team is seeking Reservations Agents


The Reservations Agent will promote our hotels and amenities and complete guest reservations in a courteous, professional manner while providing the highest caliber of service to all potential guests of One Toronto's hotel facilities.

The Reservations Agent is responsible for maintaining the integrity of the guest information in the Opera system and communicating updates to various stakeholders.

The Reservations Agent will ensure adherence to the Company's policies and procedures while maintaining a safe and welcoming work environment for all Team Members.

This role must ensure adherence to all rules and regulations set forth by the Company, the department and provincial and federal legislation, including the Alcohol and Gaming Commission of Ontario (AGCO).

Additionally, the position must ensure the policy of confidentiality within the Company and data protection is always of paramount importance.


  • Maintains excellent knowledge of all hotel services, amenities and offerings to respond to enquiries in a timely manner;
  • Answers all inquiries regarding individual hotels within One Toronto Gaming including, but not limited to, room types, location, rates, surrounding attractions and accessibility offerings;
  • Communicates issues or unresolved questions related to reservations with management in a time sensitive manner;
  • Maintains accurate reservations and information in Opera PMS and handles OTA reservations;
  • Must route reservations in a timely manner and with accuracy, when applicable;
  • Utilizes proper selling techniques to sell all hotel properties under One Toronto Gaming;
  • Where applicable, inputs group reservations and rooming lists;
  • Keep knowledgeable of property events to promote while responding to enquiries;
  • Provides feedback to Manager as needed regarding guest comments;
  • Work in compliance with the provisions of the Occupational Health & Safety Act (OHSA), regulations and internal health and safety policies and procedures including any departmental policies; and
  • Other reasonable additional duties as assigned

Successful applicants will demonstrate the following qualifications:

  • College Diploma in Hospitality preferred;
  • Previous experience in customer service would be ideal, preferably in hotel reservations or front desk environment;
  • Knowledge of Casino Operations is an asset;
  • Must be able type 60 WPM (minimum). Fast computer data entry skills;
  • Previous experience with Opera Property Management System is preferred;
  • Ability to exceed internal and external customer expectations through timely, effective and service oriented communication;
  • Ability to communicate in multiple languages is an asset;
  • Must be detail oriented and have excellent organizations and timemanagement skills;
  • Adaptable to change and be able to handle multiple priorities under pressure;
  • Demonstrated diplomacy and integrity when working with guest credit details;
  • Knowledge of GTA attractions and travel routes;
  • Applicants must be flexible with work schedule. Position entails various shifts which may include weekends and holidays;
  • Outstanding customer service skills; and
  • Preference given to previous hospitality experience in a gaming environment.

Job Types:
Full-time, Permanent

Benefits:

  • Dental care
  • Extended health care
  • RRSP match
  • Vision care

Schedule:

  • 8 hour shift
  • Day shift
  • Evening shift
  • Holidays
  • Morning shift
  • Night shift

Supplemental pay types:

  • Tips

Application question(s):

  • What is your expected salary range?
  • Are you available to support a flexible work schedule? You are eligible to be scheduled morning, evening, afternoon, weekends and holidays.

Work Location:
In person

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