Reservations Agent Ii

2 weeks ago

Victoria, Canada Hotel Fairmont Empress Full time

Company Description

Recognized as one of Top 21 Iconic Hotels in the World by National Geographic Traveler magazine, honoured with Travel + Leisure Magazine's World's Best Award for Top 10 City Hotels in Canada, and awarded Best Historic Hotel in the Americas, Fairmont Empress is located in Victoria, BC overlooking the city's sparkling Inner Harbour.

This Forbes Recommended, Four-Star property offers 431 beautifully appointed guest rooms and suites, Willow Stream Spa with signature West Coast experiences, Q at the Empress Restaurant featuring Pacific Northwest cuisine and award winning wine list, and Q Bar with its regionally focused cocktail culture was recently named to Canada's 50 Best Bars list. World famous Tea at the Empress is a bucket list experience in the hotel's sophisticated Lobby Lounge. Located on Vancouver Island, Canada's Castle on the Coast is the ideal starting point to explore British Columbia's stunning natural beauty.

**Job Description**:
RESERVATIONS AGENT II

**What is in it for you**:
Employee benefit card offering discounted rates at Accor properties worldwide

Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver
Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
Opportunity to develop your talent and grow within your property and across the world
Complimentary meal during your shift through our Colleague Dining Program
Complimentary uniform laundering
Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
Access to our company-matched Defined Contribution Pension Plan (DCPP)
Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
Competitive hourly wage starting between $ 24.87 - $ 28.43

**What you will be doing**:
Promote, co-ordinate and sell resort and family activities as advertised within the hotel, for both internal and external guests
Assist guests with their entire resort experience, including transportation suggestions, activities and local attractions
Utilize appropriate software programs to create and execute group, tour and individual bookings for all market segments
Prepare professional written correspondence for distribution to guests, travel agents, booking agents and others as required
Prepare rooming list reports and other related reports as requested by Hotel departments.
**Conduct Food and Beverage administrative tasks**: bookings, preparation of F&B contracts, pre-arrival calls for F&B guests and co-ordinating F&B group reservations
Record all details on reservations and correctly flag action items; follow up with other departments to ensure delivery of Hotel's promised services. Conduct periodic checks to ensure accuracy of reservation information in Hotel Reservation information systems
Keep abreast to hotel communications to ensure that all information provided for guests is accurate and up to date
Co-ordinate the pre-arrival portion of transient guest packages. Confirm details with the guests, communicate with third party vendors, ensure all aspects are professionally handled with both the guest and operation needs in mind. Conduct pre-arrival calls for non-packaged hotel guests, as required.
Assist Reservations Team Leader in training new Restaurant Manager users
Assist the Reservations department with all market segment reservations
Assist the F&B Sales Manager, as directed, with promotions, planning and organization of special events, festive season activities, and tracking of other sales initiatives
Assist Group Co-ordinator and/or Tour Co-ordinator with group, convention and tour bookings, for both rooms and Food and Beverage
Perform other duties as assigned

**Qualifications**:
**Your experience and skills include**:
High School Diploma with one-year recent experience as a Reservation Agent in a luxury hotel or equivalent education, training, experience in a luxury travel environment
A typing speed of 45 words per minute
Comprehensive knowledge of the Fairmont Empress' guest services, Room products, F&B products - i.e. menu content, special features and current operational parameters
Comprehensive and current knowledge of local attractions, events, restaurants and transportation
Fluent English language skills; both written and verbal. Ability to communicate in a professional business manner, both verbally and in writing
Commitment to provide excellent service and exceed guests expectations with a history of providing exceptional guest service
Demonstrated ability to work well individually and as a part of a team
Demonstrated ability to work well with mínimal supervision
Ability to effectively problem solve and make decisions in a personable and confident manner
Ability to manage and execute multiple tasks within strict deadlin

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