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Customer Service Representative
2 months ago
About the Role
This position is based at the Pomeroy Corporate Office in Downtown Calgary. You will be required to work weekday and weekend shifts that could be morning, afternoon or evenings. As a Customer Service Representative, you will be an important member of a team that creates an atmosphere of exceeding guest expectations, every shift. Your role is vital in determining what impression the guest has of the Pomeroy Kananaskis Mountain Lodge and the Kananaskis Nordic Spa. Our top candidate will have strong organizational skills along with the ability to manage multiple tasks, delivering quick decisions while maintaining an efficient and safe workplace. This role is a 1-year maternity leave contract, with the possibility to extend to full-time permanent.
Job Responsibilities
- Handle all guest inquiries regarding reservations, rooms, dining, and general information.
- Responsible for handling incoming and outbound calls, inquiries, and guest correspondence.
- Qualify and upsell reservations where appropriate to achieve hotel and individual financial goals.
- Cross-sell Spa & Hotel bookings.
- Set up comments, details, and billing for all transient reservations.
- Record and document guest information, interactions, and transactions accurately.
- Ensure packages, VIP, and special attention guests are taken care of.
- Continuously update knowledge to effectively address guest inquiries.
- Adhere to Pomeroy's policies, procedures, and PCI compliance standards.
- Participate in training sessions to enhance product knowledge and sales skills.
- Process deposits.
Requirements and Qualifications
- Knowledge of Opera PMS, Chorum Cloud, and Empower reservation systems is an asset.
- Able to manage tasks independently with attention to detail and customer service focus.
- Able to take initiative and solve problems.
- Professional phone manners and communication skills (verbal and written).
- Strong interpersonal skills and the ability to build rapport with diverse guests.
- Results-driven with a focus on meeting and exceeding sales targets.
- Competency in basic computer skills along with the ability to type 35-40 words per minute.
- Business or Hospitality degree an asset.
Benefits and Perks
- Personal days: 5 per year after 90 days of continued full-time employment
- Food and Beverage discounts at ALL 6 of our dining outlets
- Growth and development opportunities, both personal and professional
- Discounts on activities offered through our Activities Committee: Skydiving, Yoga, rafting, to name a few
- Health and Wellness benefits (some restrictions may apply)
- Vacation is accrued starting on your first day of work at a rate of 4% of your earnings
- Marriott Destinations membership providing you with discounted room rates and food and beverage discounts at any of Marriott's chain of hotels
- Discounted access to our Nordic Spa*
- Discounted Ski Pass and Golf rates*
*Season Availability, subject to cut off dates.
