Reservation Agent (Nights)

Overview

Reservation Agents accurately process all transient and group individual, call in reservation requests, changes and cancellations received by phone, fax or mail via the hotel reservation system. Identify guest reservation needs and determine appropriate room rate and type. Explain guarantee, special rate and cancellation policies to callers. Accommodate and document special requests. Answer questions about the property, facilities/services and room accommodations. Follow sales techniques to maximize revenue. input data in reservation system and follow proper escalation procedures when addressing guest concerns.

Responsibilities

Take and accurately enter transient and individual call-in room reservations into the hotel reservations system while utilizing call quality standards

Suggestive upselling of room types and packages to achieve optimal hotel revenue

Answer and update systems for all phone or email inquiries regarding reservation changes, cancellations and/or special requests

Clearly communicate all guarantee and cancellation policies to guests

Email/fax guest confirmations and/or credit card authorizations

Provide exceptional customer service by remaining professional, friendly and knowledgeable of all the features and amenities the River Cree Resort & Casino has to offer

Manage guest complaints while directing accelerated complaints to the appropriate departments

Work in conjunction with the Front Office as well as the Sales and Events teams to coordinate any reservation needs

Complete various projects delegated by supervisor and other hotel team leaders

To look out for the safety of yourself, co-workers and to follow all Health and Safety requirements in the workplace.

All other duties as assigned

Qualifications

Experience in a sales and/or customer service role

High School Diploma or equivalent preferred

1-2 years working in a hospitality role would be an asset

Excellent verbal and written English communication skills

Proficiency with Microsoft Office programs (word, outlook)

Ability to multi-task with strong attention to detail

Ability to work well in a fast-paced environment

Flexible work schedule based on call volumes

Ability to work days/evenings/weekends

Must be comfortable working independently as well as part of a team

The schedule for this position may vary and would require the ability to work shift work, late nights, weekends and holidays.

WE OFFER

A competitive wage and excellent benefits.

Shuttle service from West Edmonton location.

All associates participate in our “Circle of Service” program which rewards and empowers individuals who provide outstanding customer service.

An opportunity to work within a progressive, exciting team environment.

An opportunity to work with a skilled Management team.