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Hotel Reservation Agent

2 months ago

Toronto, Ontario, Canada Silver Hotel Group Full time
Job Title: Reservation and Switchboard Agent

We are seeking a highly skilled and customer-focused Reservation and Switchboard Agent to join our team at Novotel Toronto Centre. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, handling reservations, and ensuring a seamless experience for all visitors.

Key Responsibilities:
  • Provide courteous and efficient telephone service to guests, public, and associates
  • Answer telephone calls within 3 rings, using correct salutations and etiquette
  • Anticipate guests' needs, respond promptly to inquiries, and resolve challenges to ensure high levels of guest satisfaction
  • Process all requests, including changes and cancellations, received by phone, fax, or email
  • Review and validate all reservation information, complete traces, and audit the day file for reservations arriving 3 days out
  • Maintain complete knowledge of hotel facilities, services, room layouts, and upcoming room availability
  • Perform wake-up calls, ensure familiarity with Group Reservations procedures, and build groups and manage rooming lists
  • Comply with all departmental policies, service procedures, and standards
Requirements:
  • Reception, switchboard, and customer service experience, preferably in a hotel front desk position
  • Excellent written and verbal communication skills
  • Computer literate in Word and Excel, with Maestro's or Opera experience an asset
  • Results-oriented, flexible, and able to work well in a busy and demanding environment
  • Self-motivated, able to problem-solve, initiate action, and complete projects in a timely manner with minimal supervision
  • Available to work days, evenings, weekends, and/or holidays as required
About Us:

Silver Hotel Group is a family-owned Canadian hotel investment, development, and management company. Our culture is fundamental to our success, and we strive to exhibit passion, creativity, and fun every day. We are committed to delivering exceptional experiences by living our core values: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and Recognition.

We believe in outstanding hospitality and take seriously our obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants.