Job Description

Central Reservations AgentYou love being organized and helpful, friendly and efficient. In the role of Central Reservation Agent you get to do be all that as this role handles hotel room reservations requests for our guest so that the hotel can maximize occupancy. In this position you will share information about your hotel, the surrounding area, special events, and work with the guest to meet special requests/needs.In the role of Central Reservations Agent, you will:

• Be a First Point of Contact -- often you will be the first person speaking to a potential guest, so they need to hear the sincere hospitality your hotel is offering in your voice. A professional demeanor and the ability to handle requests promptly and accurately will be essential. You will also be the communication hub for your team including Guest Services and Sales so they are always "in the loop".
• Be a Systems Expert -- this role works on with reservations and other hotel systems throughout the day, so you will need to be computer friendly if you are to do your job as efficiently and accurately as possible.
• Be an Expert Tracker -- who does and does not show up for their reservation; room availability; wait listed guests; alternative arrangements for close out dates; filling and blocking rooms; communicating challenges or anticipated difficulties to those who need to know -- you are the tracker and communicator of all this and more. A very important job!
• Be a Safety & Security Agent -- follow your hotel\'s established safety and security policies & procedures. Anticipate problems and call management as needed.

Location PhotoLocation WebsiteRequirementsThe Westin Nova Scotian, in the Halifax Seaport District, offers travellers a relaxing retreat with stunning views of Halifax Harbour as well as a central location to access an array of restaurants, nightlife, and attractions. Our modern, upscale rooms and suites offer luxurious accommodations with contemporary amenities.We are passionate professional hoteliers dedicated to the art of hospitality! Our team members are dedicated to providing exceptional personalized service to our guests;our dedication to the customer shows in everything we do.We put people first! We take care of our associates who in turn take care of the customers. Our customers are our associates, guests, owners, investors and communities. Mutual respect is at the heart of every customer exchange.Position Summary: The Central Reservations Agent must handle all reservations, inquiries, and cancellations in a timely and courteous manner.Accountabilities: The Central Reservations Agent is expected to give accurate information pertaining to hotel activities and layout, to be familiar with the computer system, and to try to meet special room requests. Maintain communication with Guest Services and Sales staff.Education & Experience:

• Experience in a hotel or a related field preferred
• High School diploma or equivalent required
• College course work in related field preferred
• Previous customer service experience required
• Proven experience with data entry, accuracy and speed required

Mental Requirements:

• Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English
• Must be able to multi task
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
• Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions
• Multi-lingual skills helpful

Duties & Functions

• Approach all encounters with guests and employees in a friendly, service oriented manner
• Maintain regular attendance, as required by scheduling which will vary according to the needs of the hotel
• Maintain high standards of personal appearance and grooming, as defined in the hotel handbook, when working
• Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations
• Maintain orderliness of office supplies and equipment.
• Make and confirm reservations for accommodations, using telephones, faxes, mail, and computers
• Answer inquiries regarding information such as schedules and accommodations
• Determine whether space is available on travel dates requested by guests, assigning requested spaces when available
• Maintain computerized inventories of available rooms and provide information on space reserved or available
• Confer with guests to determine their room requirements and travel preferences
• Promote particular hotel packages and other hotel services
• Handle inquiries about hotel
• Administer group room block
• Upsell rooms
• Be familiar with hotel layout
• Follow up on guest special requests.
• Completes daily reports according to the checklist.
• Perform job functions with attention to detail, speed and accuracy
• Enter reservation into a computer
• Maintain rapport with Guest Services and Sales.
• Advise supervisor of any dates we need to close and restrict inventory for applicable companies
• Handles call conversions
• Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention
• Other duties as required.

Wage Scale$16.24

New Castle Hotels & Resorts