River Cree Resort

  • Reservation Agent-Hotel

    Job Location CA-AB-Enoch
    Posted Date 1 month ago(5/20/2018 2:01 AM)
    Type
    Part Time
  • Overview

    Process all reservation requests, changes and cancellations received by phone, fax or mail. Identify guests reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g, complimentary rooms, employee discounts, travel agent inspection rates and wholesale reservations) by imputing the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

    Responsibilities

    • Take complete room reservations while utilizing call quality standards
    • Suggestive upselling of room types and packages to achieve optimal hotel revenue
    • Answer 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 Catering teams to coordinate any reservation needs  
    • Complete various projects delegated by the hotel team leaders
    • Other responsibilities may be required

    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 face-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

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