Central Reservation Agent- Calgary

Sandman Hotel Group; Calgary; Remote; CAD 35,000 - 55,000; Full time

Job summary

An established industry player in hospitality is seeking enthusiastic Reservations Agents to join their Guest Support Centre. This role is perfect for individuals who thrive on helping guests plan their trips and enjoy a dynamic work environment. With comprehensive training provided, you will become a vital resource for guests, ensuring their experiences are memorable. The company offers a competitive compensation package, flexible schedules, and numerous perks, making it an exciting time to join their team. If you are passionate about customer service and eager for career growth, this opportunity is tailored for you.

Benefits

Rewards & Recognition

Team rates from $59 per night

25% discount at restaurants

Discounted Passes/Lift tickets

Ongoing Employee events

Growth Opportunities

Dedicated Training Program

Employee Assistance Program

Group Life Insurance, Extended Health, Dental, Vision Care

Complimentary Stays

Qualifications

• Minimum typing speed of 60 WPM and proficiency in Microsoft Office applications.
• Experience in customer relations, ideally in hotel reservations or front desk.

Responsibilities

• Answer inbound calls professionally and courteously.
• Utilize selling techniques to promote hotel properties.
• Complete reservations and respond to inquiries in a timely manner.

Skills

Customer relations

Typing skills

Multitasking

Attention to detail

Computer literacy

Time management

Education

High school diploma

Tools

Microsoft Office

Booking engines

Property Management Systems

Job description

Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests.

Sandman Hotel Group and Sutton Place Hotels are seeking enthusiastic Reservations Agents for our Guest Support Centre. Reservations Agents are the first point of contact for our guests. We'll train you to become an encyclopedia of knowledge on our hotels and the communities that we serve. You relish the opportunity to help our guests to plan their perfect trip and are a valuable ambassador for Sandman Hotel Group and Sutton Place Hotels. We offer a competitive compensation package, work from home, and flexible schedule. We're committed to your professional development and contributing to your overall career goals. With over 60 hotels (and growing!), there has never been a more exciting time to join our team.

JOB REQUIREMENTS:

• Minimum typing speed of 60 WPM; Fast computer data entry skills.
• All necessary tools/hardware including laptop, computer mice, and headset will be provided to facilitate work duties.
• Proficient in Microsoft Office applications (Word, Excel, Outlook, etc.)
• Exceptional multitasking ability with keen attention to detail.
• Preferred experience in customer relations, ideally in hotel reservations or front desk environment.
• Applicants must be able to meet department’s KPI.
• Excellent command of the English language; knowledge of the French language is an asset.
• Must be able to commit to a Full-Time training with approx. 120 hours of training time.
• Applicants must be flexible with work schedule. Position entails various shifts which may include weekends and holidays.

DUTIES:

• Ensure inbound calls are answered in a professional and courteous manner and established procedures are adhered to without failure.
• Utilize effective selling techniques to promote all properties.
• Timely completion of reservations, reports, and email responses.
• Ensure all reservations have accurately interfaced into the system.
• Respond to inquiries pertaining to individual hotels, including room types, rate, facilities, as well as surrounding areas.
• Execute tasks as directed by supervisors and managers.
• Manage membership inquiries for RSVP loyalty members.
• Engage in webchat interactions.

APPLICABLE SKILLS:

• Excellent customer relations and typing skills with professionalism on the telephones.
• Detail oriented with strong organization and time-management skills.
• Adaptable to change, capable of managing multiple priorities under pressure.
• Computer literate with knowledge of a variety of computer software applications.
• Familiarization with various booking engines and Property Management Systems (PMS) (i.e. TravelClick, Opera Cloud (Micros|Oracle) would be an asset.
• Enthusiastic and dedicated to exceed guest expectations.

WORK FROM HOME REQUIREMENTS:

• Employment contracts are linked to a specific location, and work should be conducted exclusively from the designated home location mentioned in the original offer letter.
• Employees are required to use company’s devices for work tasks; personal devices are not to be used for work purposes.
• A dedicated, private workspace equipped with a door that can be closed, allowing for uninterrupted work.
• Working from public/shared spaces, coffee shops, or areas with unsecured shared internet access is not acceptable for the designated work location.
• A hardwired or wireless internet connection with a minimum speed of 50 Mbps or higher is mandatory for this role. Hotspots and dial-up connections are not permissible.

We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work.

PERKS:

• Rewards & Recognition.
• Team rates from $59 per night, Family & Friends rates too!
• 25% discount at our restaurants for up to 6 people.
• Discounted Passes/Lift tickets at Grouse Mountain and Revelstoke Mountain Resort.
• Ongoing Employee events, incentives & recognition.
• Growth Opportunities- Career Advancement starts from Within.
• Dedicated Training Program.
• Employee Assistance Program (EAP)- Free mental Health Support, Legal & Financial Counselling.
• Refer a friend or family and earn money!
• Group Life Insurance, Extended Health, Dental, Vision Care!
• Complimentary Stays.
• RRSP Matching.
• Milestone Rewards.
• Tuition Credit Program.

SUMMATION:

Submission of resume does not guarantee an interview or an actual transfer. Qualified applicants are encouraged to apply, provided they meet the minimal requirements of the applicable skills required. You must be legally entitled to work in Canada to apply as the employer does not have a Labour Market Impact Assessment (LMIA) that would support a foreign worker. Applications will not be accepted via email or in person. We thank all applicants for their interest in Career opportunities with The Sandman Hotel Group; however, only those applicants we wish to interview will receive a reply to their application.

ABSOLUTELY NO PHONE CALLS PLEASE.

Sandman Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Sandman Hotel Group does not discriminate on the basis of disability, veteran status, or any other basis protected under federal, provincial, or local laws. Sandman Hotel Group takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. Requests for accommodation can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.

At Northland Properties, we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/.