Job Description

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Position Summary

Reporting to the Reservations 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 of paramount importance at all times.

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 gaming environment.

Work Environment Considerations: Regular office environment, non-traditional work hours will be required to support Hotel Reservations.

Great Canadian Gaming