At Your Service Agent

7 months ago

Burlington, Canada The Pearle Hotel and Spa, Autograph Collection Full time

The At Your Service Team ensures that guest reservations and request are taken in a manner that, as outlined below, sets the operations team up with as much information about each guest as possible. At Your Service Agents have extensive knowledge of all hotel operations and are able to assist with everything from taking a hotel reservation, to booking a restaurant table, spa reservations, pool reservations, placing and an In-Room Dining order. This role delivers a fluid and genuine conversation with prospective guests that is enticing and drives overall sales and guest experience. The team works very closely with the Front Office team to ensure a luxurious and seamless guest journey.

**Key Accountabilities**
- Answer incoming calls to assist with reservation and guest requests.
- Create a timely yet detailed reservation of a guest’s entire stay, to include Rooms, Restaurants and Spa arrangements.
- Generate guest itineraries and communicate them prior to arrival.
- Encourages guests to reserve premium rooms and entices them to book spa treatments and restaurants in advance of arrival.
- Notes special occasions and coordinates delivery of hotel-provided amenities.
- Assist condo residents with amenities and services.
- Sells upgraded hotel amenities (champagne, celebratory items etc.)
- Notes special requests (room features, check in/out times) and appropriately manages guest expectations in relation to said requests in accordance with hotel policies.
- Clearly notes requests in Opera PMS and communicates appropriately to other departments when needed.
- Trains incoming Guest Services Agents to properly make reservations as part of onboarding journey
- Has a working knowledge of Front Office operations and has the ability to perform basic tasks (check in/out) when needed.
- Completes daily checklists and reports out to Management on a structured basis in relation to booking pace.
- Manages reservations coming through the website and calls each guest within 24 hours of booking to complete reservation process.
- Informs guests once reserved of critical hotel policies (i.e. cancellation, check in/out, parking)
- Sets the tone, luxurious touches, sets guest up for seamless experience

**What we would like you to bring to the position**:

- 2-3 years reservations experience preferred
- **Knowledge**: Micros, OpenTable, Book4Time and Opera PMS experience is an asset. In-depth knowledge of hotel operations and enhanced problem resolution skills.
- **Self Motivated**:individually motivated to accomplish team success
- **Organization**: Ability to multi-task effectively in a fast-paced environment and prioritize tasks as necessary. Well-developed organization and time management skills. Detail oriented.
- **Communication**: Listen attentively to customer requests, able to accurately identify needs or suggest appropriate solutions/alternatives. Confidence in selling and up-selling products and services.
- **Personable**: Approachable, pleasant, polite, punctual. Exhibits genuine and thoughtful hospitality in all interactions.

**Why join the Pearle Hospitality team at The Pearle Hotel & Spa**:

- Competitive wages
- Discounts at all Pearle Hospitality properties (restaurants, hotels and spas)
- Training and Development to support personal & professional growth
- Career opportunities across all Pearle Hospitality properties
- A fun place to work with an amazing team & company culture
- Pearle Hospitality and affiliated companies, including The Pearle Hotel & Spa, accommodate the needs of job applicants throughout its recruitment and selection processes in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodation needs must be provided in advance. To discuss your needs, please contact the individual noted in the posting_

**Salary**: From $19.00 per hour

**Benefits**:

- Employee assistance program

Schedule:

- Evening shift
- Weekend availability

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Burlington, ON L7R 0G3: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

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