Reservations Agent

3 days ago

Victoria BC VS N, Canada Oak Bay Beach Hotel Full time

Consistently ranked among Canada's finest, the Oak Bay Beach Hotel was recently voted #1 Hotel in Western Canada by Condé Nast Traveler's 2024 Readers' Choice Awards. Nestled on the shores of Vancouver Island, our independently owned luxury boutique hotel features 100 guest rooms, a world-class spa, and exceptional dining experiences, including extraordinary group events overlooking the Salish Sea.

Reservations Agent

The Reservations Agent plays a key role in shaping the guest journey by serving as one of the first points of contact with the Oak Bay Beach Hotel. Supporting the Revenue & Reservations Manager, this role is responsible for managing all hotel-wide reservation inquiries and incoming calls, including Rooms, Food & Beverage, and Spa. Reservation Agents act as ambassadors for the hotel, ensuring every caller receives warm, knowledgeable, and efficient service while accurately directing inquiries and converting opportunities into confirmed bookings.

Responsibilities:

Daily Operations

  • Field all incoming hotel reservation calls, serving as the primary point of contact for guest inquiries.
  • Handle guest reservations for individual and group bookings across Rooms, Food & Beverage, and Spa.
  • Upsell room categories, packages, and experiences to maximize revenue and enhance the guest experience.
  • Accurately enter and manage reservations, rooming lists, cancellations, and modifications in the hotel PMS - Opera Cloud.
  • Maintain accuracy across all distribution channels and extranets, ensuring confirmation details are up to date.
  • Appropriately route non-reservation inquiries while maintaining ownership of the guest experience.
  • Communicate with guests prior to arrival to confirm details and personalize their stay.
  • Provide knowledgeable recommendations about the hotel, Victoria, and surrounding attractions.
  • Investigate rate discrepancies and report findings to the Reservations & Revenue Manager.
  • Support the development and implementation of seasonal packages and promotions.
  • Deliver every interaction with professionalism, warmth, refining luxury while engaging authentically to create meaningful guest connections.

What Success Looks Like

  • Previous reservations experience preferred.
  • Experience with Opera Cloud (or a similar hotel PMS) preferred.
  • Experience with TravelClick products (e.g., iHotelier, GDS, or related distribution tools) considered a strong asset.
  • Sales experience or comfort with upselling is an asset.
  • Strong communication, teamwork, and interpersonal skills.
  • High attention to detail and strong organizational skills.
  • Proficiency with Microsoft Office.
  • A genuine passion for hospitality and guest service excellence.
  • This role requires flexibility to work a variety of shifts, including morning, afternoon, and evening shifts, as well as weekends and holidays.

Our Values

At the Oak Bay Beach Hotel, we believe in Refining Luxury, Engaging Authentically, Inspiring Wellbeing, Demonstrating Creative Resilience, and Championing Responsible Sustainability.

We welcome those who bring creativity, integrity, and warmth to everything they do — elevating both the guest and team experience through genuine connection, thoughtful innovation, and a commitment to caring for our community and environment.

Job Types: Full-time, Permanent

Pay: From $24.53 per hour

Benefits:

  • Company events
  • Dental care
  • Disability insurance
  • Discounted or free food
  • Employee assistance program
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
  • Vision care

Experience:

  • luxury hospitality: 1 year (preferred)
  • hotel front desk: 1 year (preferred)

Work Location: In person

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