Job Description

We are looking for an energetic & enthusiastic Reservations Agent to join our team.

Scope: Books guest requests to secure rooms with the property management system in a prompt, courteous and accurate manner to maximize hotel revenues. Primary Responsibilities:

• Ensures proper verbiage is used when answering the phones and selling hotel rooms.
• Books guest reservations for individuals and/ or groups that are requested either by phone or from within the hotel. Using the reservations system; processes all reservations including from the Sales Department, Corporate Sales Department, Reservations Centers or Travel Agencies/ Wholesalers.
• Upsells rooms where possible according to established procedures to maximize hotel average room rate; utilizes yield management strategies to ensure a full house whenever possible.
• Processes cancellations, revisions and information updates or changes within the hotel system.
• Provides accurate information about the city and the surrounding attractions when asked by guests; mails hotel-specific information sheets and brochures to guests as requested.
• Stays abreast of current rates, rate changes and all promotions: assists Revenue Manager/Front Desk Management in rooms forecasting. Completes daily logs to record the number of bookings and cancellations and other administrative task as required: run daily reports such as, Arrivals Report, Cancellation Report, etc.
• Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures.
• Able to work days, nights, weekends and holidays.

Note: Other duties as assigned by supervisor or management

Health and Safety:

• Follow hotel safe work procedures and policy, including the use of personal protective equipment.
• Know and comply with all Occupational Health & Safety regulations, as per the Occupational Health and Safety Act and Ministry of Labour.
• Report all injuries or illnesses to a supervisor or manager immediately.
• Participate in Joint Health and Safety Committee by bringing health and safety concerns or issues to the attention of the committee.

Relationships: Internal: Sales: To inform of group bookings., Room Blocks, Group Masters Hotel staff: To inform of guest VIP status and group special requests, Pre arrival Planning External: Future Hotel Guests: To provide service; upsell. Travel Agents/ Wholesalers: To book rooms; to share information Qualifications: Education/ Experience: High School diploma or equivalent and some customer service, sales or receptionist experience, is preferred. Exceptional telephone skills, computerized reservation systems
Certification and/or License Requirement: First Aid / CPR an asset Skills: Interpersonal skills. Computer skills. Typing. Oral Communication. Selling skills. Customer service. Working Conditions: Will be required to work days, evenings as required, may involve weekends and holidays. Will be required to work in fast paced, stressful environment. May be asked to work overtime. Physical/ Cognitive Activities: This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations. The major responsibility in this position is to reserve rooms for guests in order to maximize hotel revenues, therefore an employee in this position spends a significant portion of his or her workday speaking and listening, usually while sitting at a desk. The vast majority of time is spent listening or talking on the telephone, and using a keyboard to type in reservation information. This is typically done while sitting down. Reading and writing abilities are used often when reviewing and processing guest reservations or daily reports. Problem solving and reasoning abilities are utilized some of the time. Basic mathematical abilities are utilized some of the time. Organizational Structure:

• Reports to: Front Desk Management/Reservations Manager/ Director of Rooms
• Job title also known as: Reservation Agent, Reservationist

This job description is a general representation of the duties and responsibilities; it may be modified at an individual hotel based upon business necessity. .