Reservations and Guest Services Coordinator

12 hours ago

Toronto, Ontario, Canada Silver Hotel Group Full time

Key Responsibilities

The Reservations and Switchboard Agent plays a vital role in ensuring exceptional guest satisfaction at Novotel Toronto Centre.

Responsibilities include:

  • Providing top-notch telephone service to guests, public, and associates
  • Answering calls within 3 rings, utilizing correct salutations and etiquette
  • Anticipating guests' needs, responding promptly to inquiries
  • Processing all requests, including changes and cancellations received by phone/fax/email
  • Resolving challenges, ensuring high levels of guest satisfaction
  • Reviewing and validating all reservation information
  • Completing all traces in the queue, warning queue, and reservation queue
  • Auditing the day file for reservations arriving 3 days out, correcting errors, merging guest profiles, and completing outstanding traces, and refilling with reservations for next available dates
  • Maintaining complete knowledge of hotel facilities/services, hours of operation, guest room layouts, bed types, decor, appointments, and locations
  • Performing wake-up calls
  • Ensuring familiarity with Group Reservations procedures and systems
  • Required to Build Groups and Manage rooming lists
  • Complying with all departmental policies, service procedures, and standards

Requirements

To succeed in this role, you'll need:

  • 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; 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
  • Friendly, energetic, enthusiastic, and self-motivated, with a professional appearance

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