Reservations Agent

3 days ago

Banff, Canada Banff Collection by InnVest Hotels Full time

The duties and responsibilities for the Reservations Agent include, but are not limited to the following:
Ø This is a tri-property role, overlooking Royal Canadian Lodge, Banff Inn & Charltons Banff.

Ø Delivers quality service when assisting guests with booking their holiday.

Ø Maintains compliancy of reservation call quality standards

Ø Executes hotel standardized selling techniques in order to fulfill the hotel’s revenue management strategies.

Ø Maintains full knowledge about current pricing and promotions and provides reservation and rate information as required in an effort to secure future bookings

Ø Suggests the best package/rate for the guest by asking open-ended questions to determine their stay and room requirements

Ø Creates the bookings in Property Management System and confirms the information in a professional and consistent manner using the established reservation SOP

Ø Manages cancellations, modifications, and updates to guest information in the hotel system.

Ø Upsells rooms following established procedures to maximize the hotel’s average room rate, leveraging yield management strategies to optimize occupancy.

Ø Manage reservations inbox; responding to all enquires in a professional manner

Ø Monitors and responds to extranets to ensure guest requests and bookings are managed appropriately

Ø Handles customer queries, disputes in a professional manner and asks for assistance from the supervisor should the situation escalate

Ø Feels comfortable offering ideas for packaging and selling hotel products

Ø Champion FIT reservations movement from our Tour Partners

Note: Other duties as assigned by supervisor or management

**COMPETENCIES WE ARE SEEKING**:

- 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 would be an asset
- Proficiency with computer systems, such as Microsoft Office
- 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; a self-starter with a sense of urgency who measures success through task completion.
- Fluency in English, both written and verbal, with preference for multilingual capability
- **Certification and/or License Requirement**:**None.

**Behaviors**: Preferred
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

**Motivations**: Preferred
- Goal Completion: Inspired to perform well by the completion of tasks
- Financial: Inspired to perform well by monetary reimbursement

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