Banff Collection by InnVest Hotels
Banff,Alberta,T1L1C9,Canada, Banff, AB T1L 1C9
$20.47 an hour - Full-time
 
Job details

Pay
$20.47 an hour
Job type
Full-time

Location
Banff,Alberta,T1L1C9,Canada, Banff, AB T1L 1C9

Full job description
The duties and responsibilities for the Reservations Agent include, but are not limited to the following:

- This is a tri-property role, overlooking Royal Canadian Lodge, Banff Inn & Charltons Banff.

- Delivers quality service when assisting guests with booking their holiday.

- Maintains compliancy of reservation call quality standards

- Executes hotel standardized selling techniques in order to fulfill the hotel’s revenue management strategies.

- Maintains full knowledge about current pricing and promotions and provides reservation and rate information as required in an effort to secure future bookings

- Suggests the best package/rate for the guest by asking open-ended questions to determine their stay and room requirements

- Creates the bookings in Property Management System and confirms the information in a professional and consistent manner using the established reservation SOP

- Manages cancellations, modifications, and updates to guest information in the hotel system.

- Upsells rooms following established procedures to maximize the hotel’s average room rate, leveraging yield management strategies to optimize occupancy.

- Manage reservations inbox; responding to all enquires in a professional manner

- Monitors and responds to extranets to ensure guest requests and bookings are managed appropriately

- Handles customer queries, disputes in a professional manner and asks for assistance from the supervisor should the situation escalate

- Feels comfortable offering ideas for packaging and selling hotel products

- Champion FIT reservations movement from our Tour Partners

Note: Other duties as assigned by supervisor or management

COMPETENCIES WE ARE SEEKING:

Experience within a Front Office team or equivalent customer-facing role with an understanding of the guest service processes.
A working knowledge of hotel systems would be an asset
Proficiency with computer systems, such as Microsoft Office
Post-secondary education in hospitality, or a related field would be an advantage
Professional, well organized and delights in providing exceptional guest service by anticipating guest needs with strong interpersonal skills
High degree of attention to detail; a self-starter with a sense of urgency who measures success through task completion.
Fluency in English, both written and verbal, with preference for multilingual capability
Certification and/or License Requirement: None.
Behaviors
Preferred
Functional Expert: Considered a thought leader on a subject
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Motivations
Preferred
Goal Completion: Inspired to perform well by the completion of tasks
Financial: Inspired to perform well by monetary reimbursement