Connection Centre Agent

Pomeroy Lodging LP; Calgary; On-site; CAD 38,000 - 48,000; Full time

Job summary

Yora Nordic Spa is hiring a Connection Centre Guide based at the Pomeroy Lodging Corporate Office in downtown Calgary. You will provide warm, knowledgeable guidance to guests, helping them discover hydrotherapy options and secure bookings.

In this full-time, office-based role, you’ll handle inquiries, offer treatment recommendations, and maintain accurate reservations while keeping guest information secure. Flexibility to cover mornings and evenings based on demand is required.

Qualifications

• Experience in call centre, reservations, hospitality, or sales preferred.
• Clear, confident telephone communication and strong listening skills.
• Warm, reassuring approach and genuine desire to help others.
• Strong attention to detail with reservations and payments.
• Comfort using multiple computer systems including reservation and CRM.
• Organized and responsive in high-volume guest inquiry environments.
• Problem solving and sound judgment.
• Interest in wellness and learning about hydrotherapy and Yora.
• Collaborative mindset and openness to feedback.

Responsibilities

• Create a welcoming first impression by answering incoming calls with warmth, professionalism, and genuine care.
• Listen to each guest’s needs and provide clear information about hydrotherapy, treatments, spa experiences, pricing, and policies.
• Help guests choose and book experiences that suit their interests, with recommendations.
• Create, modify, and confirm reservations accurately using our booking systems.
• Resolve guest questions and concerns with empathy, involving supervisor when needed.
• Maintain accurate guest records, payment information, and follow-up documentation while protecting privacy.
• Stay informed about Yora experiences, availability, and updates.
• Work closely with Guides and spa teams for consistent information and smooth journey.
• Contribute to team goals for responsiveness, service quality, reservation accuracy, productivity, and booking conversion.
• Participate in training and coaching to strengthen product knowledge and guest service skills.

Skills

Call centre experience

Excellent communication

Empathetic approach

Attention to detail

Multisystem proficiency

Organized and responsive

Problem solving

Interest in wellness

Collaborative

Job description

Connection Centre Guide — Yora Nordic Spa

Location:

Pomeroy Lodging Corporate Office, Downtown Calgary, AB

Position Type:

Full-Time | Office-Based

A great guest experience starts with a conversation.

Are you someone who makes people feel comfortable, answers questions with confidence, and turns curiosity into excitement? Join Yora Nordic Spa as a Connection Centre Guide and help guests take the first step toward their next wellness experience.

Based at the Pomeroy Lodging Corporate Office in downtown Calgary, you’ll support guests across Yora Nordic Spa locations. Whether someone is discovering hydrotherapy for the first time, choosing a treatment, or planning a return visit, you’ll provide warm, knowledgeable guidance that makes booking feel easy.

At Yora, our values are Simple, Inclusive, Natural, and Social. You’ll bring them to life through every conversation, helping guests feel welcomed, informed, and excited about their visit.

What You’ll Do

• Create a welcoming first impression by answering incoming calls with warmth, professionalism, and genuine care.
• Listen to each guest’s needs and provide clear information about hydrotherapy, treatments, spa experiences, pricing, and policies.
• Help guests choose and book experiences that suit their interests, introducing relevant treatments and enhancements through thoughtful recommendations.
• Create, modify, and confirm reservations accurately using our booking systems.
• Resolve guest questions and concerns with empathy, involving your supervisor or the spa team when additional support is needed.
• Maintain accurate guest records, payment information, and follow-up documentation while protecting guest privacy.
• Stay informed about Yora experiences, availability, and operational updates.
• Work closely with fellow Guides and spa teams to provide consistent information and a smooth guest journey.
• Contribute to team goals for responsiveness, service quality, reservation accuracy, productivity, and booking conversion.
• Participate in training and coaching to strengthen your product knowledge and guest service skills.

What You’ll Bring

• Experience in a call centre, reservations, hospitality, customer service, or sales environment is preferred.
• Clear, confident telephone communication and strong listening skills.
• A warm, reassuring approach and a genuine interest in helping others.
• Strong attention to detail, especially when handling reservations and payments.
• Comfort using multiple computer systems, including reservation, customer relationship management, and payment platforms.
• The ability to stay organized and responsive in a busy environment with a high volume of guest inquiries.
• Practical problem-solving skills and sound judgment.
• An interest in wellness and a willingness to learn about hydrotherapy and Yora’s experiences.
• A collaborative approach and openness to feedback and continuous learning.

Your Work Environment

This is a full-time, office-based position at the Pomeroy Lodging Corporate Office in downtown Calgary. You’ll work in a dedicated Connection Centre supporting our spa locations, with frequent telephone interactions and extended computer use.

Flexibility to work mornings, evenings, weekends, and holidays is required based on guest demand.

Bring Your Hospitality Experience to Yora

Your knowledge creates trust. Your care creates confidence. Your conversations help guests look forward to what comes next.

If you enjoy connecting with people and making their plans feel effortless, we’d love to hear from you.