Reservations Agent

2 weeks ago

Whistler, Canada Westin Resort and Spa Whistler Full time

**WESTIN**
- At Westin, everything we do is designed to help our guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to assist them throughout their stay. We are looking for dynamic people who are excited to join our team of hospitality professionals. Are you ready to jump into any situation and give a helping hand? If you’re someone who has is positive, adaptable and intuitive, with a genuine interest in the well-being of others around you, we invite you to discover how you can thrive at Westin.

**The Impact You’ll Make**:
Our Quality Keepers know that the countless small details end up making a big impression on our customers. It is their organization, attention to detail and overall care for their work that reinforces our position as the world’s leading hospitality company.

A Reservation Agent is responsible for handling incoming calls in a timely, efficient and friendly manner making reservations, responding to inquiries, communicating property information about room types, location, deposits / hotel cancellation policies and marketing initiatives. They provide exceptional guest service to new and existing guests of our property.

**The Wellness You Deserve**:
We’ll support you in and out of the workplace by offering:

- Team-spirited coworkers & encouraging management
- Learning and development opportunities
- Reward and Recognition Programs
- Staff Accommodation (based on availability)
- Enjoy Discounted Hotel stays with Marriott ‘Explore’ Program
- Complimentary Staff Meal
- Position offers a four day work week with a daily schedule of 10hrs/day

**What we are looking for**:

- A warm, people-oriented demeanor
- A team-first attitude
- High attention to detail and a drive to get things done

**Position Requirements**:

- Answer all incoming calls in a friendly and efficient manner
- Provide guests with the requested information concerning Whistler, the hotel and its services
- Obtain the necessary information from the guests and enter it into the computer system (Lightspeed)
- Daily reports to set up the hotel arrivals
- Future arrival set up
- Cancellation requests
- Liaising with 3rd parties
- Assist Front Desk
- Rate inquiries/billing inquiries
- Wholesale reservations
- Marriott cases (through GXP)
- Block special request reservations and suites
- Maintain a clean and well-organized workstation
- Answer questions concerning reservations for employees of other departments
- Comply with WRS’s Occupational Health and Safety Program and the Regulation of WorkSafeBC
- Report any unsafe conditions, practices or injuries to their supervisor as soon as possible
- Set a good safety example
- All other duties as assigned

**Skills & Experience**:

- Pleasant telephone manner with the ability to be persuasive with telephone sales skills
- Basic computer knowledge
- Preferred detailed knowledge of Whistler area and available services
- Must be effective in sales and up-selling
- Previous experience in a customer service role
- Ability to multi task and prioritize in a busy environment
- Must be able to build and maintain credibility and relationships with customers (internal and external)
- Strong communication skills, both verbal and written, and a passion for dealing with and emotionally connecting with others

**General Requirements**:

- Must be able to sit at a desk for up to 10 hours per day. Walking and standing are occasionally required. Length of time of these tasks may vary from day to day and task to task
- Ability to provide a satisfactory criminal record check

**Health & Safety**:
Health & Safety is at our core
- Safety orientations to ensure you feel safe at work
- Proud to be COR certified - an occupational health and safety accreditation program that verifies a fully implemented safety and health program which meets national standards.
- Monthly safety committee meetings

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