Reservation and Switchboard Agent

2 months ago

Toronto, Ontario, Canada Silver Hotel Group Full time

Job Summary

The Reservation and Switchboard Agent represents Novotel to guests throughout all stages of their stay. They are responsible for taking and distributing messages for guests, providing information on guest services and responding to inquiries and problems in an efficient, courteous and professional manner to achieve maximum guest satisfaction.

Key Responsibilities

  • Provides courteous, efficient telephone service to guests, public and associates
  • Anticipate guests needs, respond promptly to inquiries
  • Process all requests including changes and cancellations received by phone/fax/email
  • Resolve all challenges, ensuring high level of guest satisfaction
  • Review and validate all reservation information
  • Complete all traces in the queue, Warning queue, and Reservation queue
  • Audit the day file for reservations arriving 3 days out, correcting any errors, merging guest profiles, and completing outstanding traces, and refilling with reservations for next available dates.
  • Maintain complete knowledge of: a) All hotel facilities/services, hours of operation. b) All guest room layouts, bed types, decor, appointments and locations. c) Upcoming room availability d) Restricted dates, rates and room types e) All room rates, packages and promotions g) Special events scheduled in the hotel h) All internet booking engines
  • Perform wake-up calls
  • Ensure familiarity with Group Reservations procedures and systems
  • Required to Build Groups and Mange rooming lists
  • Comply with all departmental policies, service procedures, and standards
  • Must be available on weekends

Requirements

  • Reception, switchboard and Customer Service experience, preferably in a Hotel Front Desk position;
  • Excellent written and verbal communication skills are essential;
  • Computer literate in Word and Excel. Maestro's or Opera experience is an asset;
  • Results-oriented with the ability to be flexible and work well in a busy and demanding environment;
  • A self-motivated individual with the ability to problem solve, initiate action, and complete projects in a timely manner with minimal supervision;
  • Must be friendly, energetic, enthusiastic, and self-motivated, with a professional appearance;
  • Available to work days, evenings, weekends, and/or holidays as required;
  • Must be legally authorized to work in Canada.

About Novotel Toronto Centre

Newly renovated Novotel Toronto is nestled in the historic district of Old Town Toronto. At Novotel Toronto Centre variety of services makes any stay exceptional with a true European touch. The Hotel is minutes from Toronto's major attractions, theatre and concert facilities, Harbourfront and a myriad of shopping and dining options. Spacious, contemporary design and adaptable, the Novotel room is truly a place for living. Our unique bedding is a major asset in all 262 rooms of the hotel. Café Nicole & Lounge Bar serves dishes from our simple yet generous menu refreshed in line with the seasons in our comfortable stylish setting. It's a 4-star comfort in the heart of the St. Lawrence Neighborhood with cobblestone streets and gastronomical international treats from the market.

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