Job Description

Job Category: Hotel
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Position Summary:
Reporting to the Reservations & Revenue Manager, the Reservations Agent will promote our hotels and amenities and complete guest reservations in a courteous, professional manner while providing the highest caliber of service to all potential guests of One Toronto's hotel facilities. The Reservations Agent is responsible for maintaining the integrity of the guest information in the Opera system and communicating updates to various stakeholders. The Reservations Agent will ensure adherence to the Company's policies and procedures while maintaining a safe and welcoming work environment for all Team Members. This role must ensure adherence to all rules and regulations set forth by the Company, the department and, provincial and federal legislation, including the Alcohol and Gaming Commission of Ontario (AGCO). Additionally, the position must ensure the policy of confidentiality within the Company and data protection is always of paramount importance. The Reservations Agent will be responsible for Hotel Reservations for Great Canadian Casino Resort Toronto, Pickering Casino Resort and Great Blue Heron Hotel.
Main office location will be in Great Canadian Casino Resort Toronto.
Key Accountabilities:

• Ensures professionalism and a courteous manner when responding to inbound calls and emails;
• Maintains excellent knowledge of all hotel services, amenities and offerings to respond to enquiries in a timely manner;
• Answers all inquiries regarding individual hotels within One Toronto Gaming including, but not limited to, room types, location, rates, surrounding attractions and accessibility offerings;
• Communicates issues or unresolved questions related to reservations with management in a time sensitive manner;
• Maintains accurate reservations and information in Opera PMS and handles OTA reservations;
• Must route reservations in a timely manner and with accuracy, when applicable;
• Utilizes proper selling techniques to sell all hotel properties under One Toronto Gaming;
• Where applicable, inputs group reservations and rooming lists;
• Keep knowledgeable of property events to promote while responding to enquiries;
• Provides feedback to Manager as needed regarding guest comments;
• Work in compliance with the provisions of the Occupational Health & Safety Act (OHSA), regulations and internal health and safety policies and procedures including any departmental policies; and
• Other reasonable additional duties as assigned.

Education and Qualification Requirements:

• College Diploma in Hospitality preferred;
• Previous experience in customer service would be ideal, preferably in hotel reservations or front desk environment;
• Knowledge of Casino Operations is an asset;
• Must be able type 60 WPM (minimum). Fast computer data entry skills;
• Previous experience with Opera Property Management System is preferred;
• Ability to exceed internal and external customer expectations through timely, effective and service oriented communication;
• Ability to communicate in multiple languages is an asset;
• Must be detail oriented and have excellent organizations and time-management skills;
• Adaptable to change and be able to handle multiple priorities under pressure;
• Demonstrated diplomacy and integrity when working with guest credit details;
• Experienced with Microsoft Office applications (Word, Excel, Outlook);
• Knowledge of GTA attractions and travel routes;
• Applicants must be flexible with work schedule. Position entails various shifts which may include weekends and holidays;
• Outstanding customer service skills; and
• Preference given to previous hospitality experience in a hotel or gaming environment.

About Us:
GREAT ENTERTAINMENT. GREAT PEOPLE. GREAT INVESTMENT. GREAT CANADIAN.
Since our inception in 1982, Great Canadian has grown to be one of the largest and most dynamic gaming and entertainment companies in Canada. With 25 properties across Ontario, British Columbia, Nova Scotia, and New Brunswick, our facilities include over 16,000 slot machines, 575 table games, 71 dining amenities and over 500 hotel rooms. Working closely alongside our crown agency partners, our team of ~8,000 strive to offer the very best gaming, entertainment, dining, and hospitality experiences.
Our Vision is to be the leading gaming, entertainment, and hospitality company in our chosen markets by providing superior entertainment value and exceptional experiences.
Our Mission is to provide outstanding experiences to our guests, rewarding opportunities for our team, and superior value to our shareholders.
What's in it for you?

• We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
• We provide you with the tools and technology needed to delight your clients!
• You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world.
• Freedom to Innovate: supports new and better ways to be successful.
• Be your Authentic Self: environment that values diversity as a source of strength.
• This isn't your typical "corporate" job. We work hard and we have fun!

The only thing we don't play games with.....is your career!
Great Canadian Entertainment is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to employing a workforce that reflects the diversity of our communities in which we live and serve.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.
Please note that due to the volume of applications, only those under consideration will be contacted for an interview.
Thank you for your interest in Great Canadian Entertainment!

Skills Required