Reservation Specialist

3 months ago

Whistler, Canada Premium Experiences Whistler Full time

Reservations & Chalet Care Specialist

What is it like to be a Reservations Agent at Premium Experiences? It’s more than just managing our reservation systems. We meet and greet each guest, ensure quality control in our luxury properties and go the extra mile so that they have an amazing holiday experience with us here in Whistler.

This unique hybrid role will split their time answering reservation inquiries and vetting clients and also support the team by ensuring that our collection of luxury properties is guest-ready; coordinating any special projects or maintenance items that might need to be tended to before our peak Winter and Summer seasons.

All members of our team work closely with each other and meet regularly, yet benefit from the flexibility of working from home (or on the mountain). We work hard, play hard and strive for excellence in the luxury travel market, globally.

Previous property management and/or concierge experience is an asset.

Must have own vehicle and valid drivers license for BC.

Must be able to legally work in Canada.

**Accountabilities**:
**RESERVATIONS**:

- Represent the company with professionalism in all dealings with Clients, Home Owners, Suppliers and Colleagues.
- Thoroughly vet all guest inquiries to minimize damages and disruption in our collection of luxury homes
- Use our integrated property management system to communicate and contract guests, collect payments, and update property details for the company
- Conduct personalized meet and greets upon arrival and departure and be available to attend to requests during guests’ stay in Whistler.
- Assist in booking and coordinating concierge service requests such as grocery orders, restaurant reservations, activities and itinerary creation.
- Final invoice the guest post-departure for any incidentals, concierge activities

**CHALET CARE**:

- Ensure our property collection meets Premium Experiences set of quality standards through regular property inspections.
- Develop relationships with homeowners to manage and maintain our inventory of homes to a luxury standard
- Conduct seasonal reviews of properties in slow seasons and restock supplies, arrange trades as needed
- Assist in the updating and creation of house instructions
- Attend to and troubleshoot A/V issues and update instructions when needed
- Manage property calendars appropriately for all required cleaning, maintenance and owner-use schedules.
- Order property supplies as needed.
- Assist the Operations Director with the onboarding of new properties and related tasks required to add them to our portfolio collection. (Eg: Adding property details to our listings, updating Airbnb and VRBO, collecting and delivering supplies to the home, conducting inventory in the home, coordinating trades, on-site meetings etc.)
- Assist in collecting photos and videos while in the properties and posting to our social media channels
- Assist the team with potential snow clearing, garbage removal or running errands in the winter as needed during busy periods - It’s all hands on deck
- Attend weekly scheduled company and team meetings.

**COMPENSATION AND BENEFITS**

This is a full-time salaried role with starting wage of $55- $60,000 per annum based on experience
- Estimated 20-25 hours of scheduled office work per week + after hours follow-up with clients, property inspections and guest check-in/outs. Actual hours worked will peak in our busy summer and winter seasons, with much more flexibility in the shoulder seasons._

**Vacation**: 4% Vacation pay will be paid per payroll period, in lieu of paid vacation time.

Working remotely is allowed upon approval and outside of our peak rental seasons as long as hours are logged. Extended holidays while not on schedule will be on an approval basis and will not be paid.

**Overtime**:Overtime applies to over 40 hours per week and must be correctly recorded.

**Mileage Reimbursement**: Mileage must be digitally tracked/recorded and submitted monthly for reimbursement. Mileage applies to kilometers spent driving to properties but not for coming into the office. Rate is.70 cents per kilometre.

**Eligible Bonus: + **Quarterly bonus based on % of reservations sales.

**Commissions**:+ **Commissions are earned on guest activity bookings for Concierge items.

**Gratuities**: Guests are encouraged to leave gratuities for any staff that they feel did an exceptional job.

**Additional Benefits**:

- Flexibility to enjoy the Whistler Lifestyle
- We are a Mac-based organization, and you will be provided with company-loaned equipment _if needed_ to properly and efficiently fulfill your role.
- We have a flexible work-from-home environment Once in-person training is complete and you are comfortable with our systems, you are welcome to work from home. All guest reservations however must be met, in person at the rental properties.
- Eligible for *50% Employer paid Group Benefits Plan after 3 month waiting period (_50% Employer paid benefits

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