Reservation Agent

Job Overview

Join our dynamic team as a Reservation Agent, where your enthusiasm and attention to detail will create memorable experiences for our guests. In this lively role, you'll be the first point of contact, guiding customers through the reservation process with professionalism and warmth. Your proactive approach will ensure smooth bookings, accurate information dissemination, and exceptional customer service that keeps guests coming back. This paid position offers an exciting opportunity to develop your communication skills while contributing to a vibrant hospitality environment.

Duties

• Respond promptly and enthusiastically to reservation inquiries via phone, email, or online platforms
• Assist guests in selecting appropriate dates, accommodations, and additional services based on their preferences
• Verify availability and confirm reservations accurately in the booking system
• Provide detailed information about amenities, policies, and local attractions to enhance guest experience
• Modify or cancel reservations as requested with clear documentation and confirmation
• Maintain organized records of all bookings, cancellations, and special requests
• Respond to all guests' inquires – email or phone – in a timely manner
• Respond to all guests' inquires – email or phone – in a timely manner
• Acknowledge guest complaints and ensure that the guests' needs are met
• Ensure inter-departmental communication and co-operation in the interest of better guest satisfaction
• Provide information pertaining to the hotel's amenities and location of amenities
• Answer all phone calls with the appropriate greeting script
• Dispatch via a radio guest requests to the appropriate department
• Track all phone calls and their source
• Complete daily task lists as provided by your manager
• Enter all wholesale/FIT reservations
• Update reservations made via the interface and ensure proper billing, source and market segments are correct
• Maintain a clean and safe work environment
• Make reservations over the phone in a professional manner
• Make reservations via email and reply in a professional manner
• Communicate and develop relationships with all supporting departments
• Be well informed about all hotel facilities and hotel history
• Regularly review all employee and hotel policies and act in accordance to them
• Maintain a high standard of personal hygiene, dress and body language
• Provide excellence in guest service and act as a liaison between the hotel and our guests
• Perform other duties assigned by management

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent command of the English language both oral and written
• Excellent problem solving and mathematical skills
• Demonstrate customer service ethic and have a friendly and outgoing disposition
• Proven abilities in handling irate customers with effective resolutions
• Well developed communication and organization skills with abilities to multi-task in a fast-paced environment
• Excellent computational and analytical abilities and keen attention to detail
• Ability to handle pressure and multiple tasks
• An enthusiastic, self directed, team player with high level of adaptability to rapidly changing demands

Experience

• Previous experience in customer service or hospitality is preferred but not required; strong communication skills are essential
• Ability to handle multiple reservations simultaneously while maintaining a positive attitude
• Proficiency with reservation management software or willingness to learn new systems quickly
• Excellent verbal and written communication skills in a professional tone
• Demonstrated attention to detail and problem-solving abilities
• Ability to work flexible hours, including evenings, weekends, or holidays as needed

Join us in delivering outstanding service that transforms ordinary stays into extraordinary experiences We're dedicated to supporting your growth and success in a lively environment where your energy makes a difference.

One King West Hotel & Residence welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Job Types: Full-time, Fixed term contract

Contract length: 12 months

Pay: $28.78-$29.78 per hour

Expected hours: 40 per week

Benefits:

• Dental care
• Extended health care

Work Location: In person