Central Reservations/switchboard Agent

The **Pantages Hotel Downtown Toronto** is currently recruiting for Central Reservations/ Switchboard Agent The Central Reservations/ Switchboard Agent represents the hotels to guests throughout all stages of their stay. They are responsible for taking and distributing messages for guests, providing information on guest services and responds to inquiries and problems in an efficient, courteous and professional manner to achieve maximum guest satisfaction. Additionally, he/she may identify guest's reservation status, identify how long the guest will stay, and assigns rooms, and accommodate special requests whenever possible. He/she may verify method of payments and follow established credit-checking procedures, places guest and room information in the appropriate place, and communicates this information to the appropriate hotel personnel.

**Duties and Responsibilities**

**_Reporting to the Central Reservations Manager, the Central Reservations/Switchboard Agent: _**
- Provides courteous, efficient telephone service to guests, the public and associates
- Answer telephone calls within 3 rings, using correct salutations and etiquette
- Anticipate guests needs, respond promptly to inquiries
- 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
- Perform any other job related duties as assigned
- Live the corporate culture, personifying it in daily interactions with both guests and team members;
- Be an engaging team member who is highly inclusive, inspiring and able to relate to all levels;
- Participate in a fun and supportive working environment where team members aspire to do what is right and are given the empowerment to execute.
- The company has implemented a COVID-19 Vaccine Policy which states that successful applicants are required to provide proof of full vaccination or proof of a documented exemption as part of the hiring process. Details of the policy will be discussed as part of the hiring process._

**About Pantages Hotel Downtown Toronto**

The hotel building was designed by world renowned architect Moshe Safdie, the postmodern limestone building was completed in 2003 to match its surrounding theatre establishments. Pantages Hotel is a boutique hotel with intimate surroundings in the heart of Canada’s Downtown, just steps away from the best shopping, dining and entertainment the city has to offer. Situated in the heart of one of Toronto’s most vibrant neighborhoods, this hotel offers unique rooms with alternative layouts, and different amenities. Floor-to-ceiling windows make a memorable and effortless experience for our travellers. Additionally, Stages Restaurant & Lounge delivers Canadian inspired local flavors and dishes among with a hand-crafted cocktail that’s been expertly shaken.

**About Us**

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S., and ranges from internationally branded full and select service hotels to independent and boutique hotels.

At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, Recognition.

As we continue to grow, our mantra “You Matter” resonates with our 600+ team members in how we do business, which will continue to enhance engagement and retention.
Today, we look for new team members who demonstrate both aptitude and the passion to embrace and contribute to our Culture.
- The Silver Hotel Group believes in outstanding hospitality and takes seriously its 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. Accommodations are available upon request for all applicants with a disability t