Reservation and Switchboard Agent Novotel Toronto

**Reservation and Switchboard Agent - **Novotel Toronto**

The **Reservations & 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 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.

**What we offer**:

- Full-time work with like-minded team members who are passionate about their work and keep things fun, every day
- Working with a reputable brand and being part of Silver Hotel Group, a company committed to ensuring a culture of respect, appreciation, and fun (among other things of course)
- A fast-paced environment in an exciting industry, where you get the chance to meet people from all over the world. It’s a good place to be right now
- Education Reimbursement for you (and your children
- Annual Wellness Credit
- Team Member Referral Program
- Leadership Development
- Team Building Events
- Culture of Recognition Program
- Hotel Stay Discounts

**Key Responsibilities**

Reporting to the Director of Rooms, the Reservation and Switchboard Agent
- Provides courteous, 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
- 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
- Perform any other job related duties as assigned

**What We are Looking for...**
- 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 mínimal 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.

**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.

**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,