Reservations Agent

**Role Proposition**:
**Physical Requirement**:
Light, work activities involve handling loads of 5 kg but less than 10 kg; Predominately working in an indoor setting.

**Accountabilities**:

- Delivers quality service when assisting guests with booking their holiday, including offering to book restaurant reservations, resort activities and services
- Shares knowledge about current pricing and promotions with Room Division Colleagues
- Maintains a professional and friendly presence in the Reservations Office
- Monitors and responds to extranets requests and bookings
- Completes travel agency commissions and monthly destination market reports
- Handles customer queries and disputes professionally
- Completes all gift certificate and gift card purchases and requests
- Acts as the voice of our guests by communicating frequently with the Reservations Supervisor on purchase trends, requests and concerns
- Assists the Front Desk as a Guest Services Agent as scheduled or as business levels dictate with check ins, check outs and additional hotel standard special requests as it relates to our guests stay
- Acts with professionalism and provides a service standard that elevates the guest experience
- Acts as an ambassador of the Hotel & Sun Peaks, as prompted by guests for direction and insight on internal and external events
- Interacts with the guest throughout the duration of their stay, anticipating their needs and proactively resolving guest concerns
- Drives customer loyalty by building individualized connections with guests
- Assists in emergency situations, liaising with other departments and making prompt decisions in the best interest of the guest and hotel
- Experience within a Front Office team or equivalent customer-facing role with an understanding of the guest service processes
- A working knowledge of hotel systems, specifically Opera would be a strong benefit
- Proficiency with computers systems, such as Microsoft Office. Proficiency in typing is considered an asset.
- Post-secondary education in hospitality, or a related field would be an advantage
- Professional, well organized and delights in providing exceptional guest service by anticipating guest needs with strong interpersonal skills
- High degree of attention to detail is beneficial; a self-starter with a sense of urgency who measures success through task completion would find this roll very rewarding.
- Multilingual and strong fluency in English, both written and verbal is a definite asset

**What you can expect from us**:
The Sun Peaks Grand culture encourages individual initiative and a collaborative approach to delivering our guests' finest mountain resort experience. We value innovation and development that contribute to business success and personal growth. We also know you have a life outside of work and encourage work-life balance, including reaping the benefits of living in a resort and the mountain’s summer and winter activities.

**A sneak peek into some of the perks and benefits our Permanent employees enjoy**:

- Full access Winter/Summer Season Lift, Trail and Golf passes
- 3 weeks of paid vacation
- Dining discounts within our hotel & resort outlets
- Benefits plan and additional wellness components, including Health Spending Account and EFAP
- Eligibility for our ‘Pay for Performance’ incentive bonus program (after the qualifying period), awarded to our top performers
- Participation in the RRSP and matching DPSP programs
- Retail discounts in Resort owned outlets
- Reciprocal programs with partnering hotels
- Friends and family hotel rates
- Continued professional growth and development opportunities