PBX / Reservations Agent

The Hazelton Hotel; Toronto; On-site; CAD 45,000 - 60,000; Full time

Job summary

The Hazelton Hotel, a luxury establishment in Toronto, is seeking a People & Culture Generalist to enhance guest experiences and maintain high service standards. The role involves managing reservations, ensuring communication flows for guest requests, and requires a blend of analytical skills and a passion for excellent customer service in a fast-paced environment.

Qualifications

• Previous hotel experience is an asset.
• Excellent command of English; secondary language is a benefit.
• Must work flexible hours, including evenings and weekends.

Responsibilities

• Manage hotel reservation calls following 5 Star Standards.
• Maintain and update guest profiles to ensure accuracy.
• Demonstrate teamwork and positive attitude in communication.

Skills

Customer Service

Attention to Detail

Communication

Education

Hotel Management Qualification

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Opera

SynXis

IDeaS

Job description

Direct message the job poster from The Hazelton Hotel

People & Culture Generalist @ The Hazelton Hotel

To make a positive impact on guest experiences throughout the reservation process and their entire stay, while also setting a positive example for all colleagues!

Primary Responsibilities

• Be thoroughly knowledgeable of the property’s features and events.
• Take hotel reservation calls, anticipating guests needs while striving to provide service to The Hazelton’s 5 Star Standards.
• Create, maintain, and distribute accurate reports and emails as needed.
• Correspond and maintain positive relationships with 3rd party partners (Expedia, Booking.com, etc.)
• Maintain current knowledge of the hotel rate packages, specials, promotional and negotiated rates.
• Responsible for the telephone and internal communications needs of the hotel, answering all incoming calls and acting on messages to all guests and colleagues.
• Maintain familiarity with local venues, restaurants, attractions and events.
• Ensure that the PBX / Communications equipment and all telephones in the office are in working order.
• Manage all personalized wake-up calls, do not disturb and other requests for the in-house guests.
• Demonstrate teamwork, safe work practices, open communication and positive attitude.
• Maintain and update guest profiles ensuring accuracy.
• Ensure that reservation audit scores are maintained at a high level.
• Assist Reservation Department Management with duties as required.

Qualifications :

• Previous Front Office / Reservations / Hotel Experience a strong asset.
• Excellent command of the English language, secondary language a benefit.
• Analytical and detail oriented with a passion for luxury 5 Star guest service.
• Must be able to work flexible hours throughout the entire week (evenings and weekends are a must).
• Should be computer literate with good working knowledge of Microsoft Software (Outlook, Word, Excel). Experience with Opera, SynXis and IDeaS would be considered an asset.
• Genuine and sincere presence over the telephone, leading by example to achieve The Hazelton 5 Star Standards.
• Must have a pleasant telephone voice.
• Maintain a calm demeanor while servicing guests. Able to respond quickly to changing situations / when resolving problems.
• Must be eligible to work in Canada.

Our people are what makes us different. At The Hazelton Hotel, we are committed to workplace diversity and inclusion within our organization, therefore, we encourage all qualified persons from all backgrounds to apply. Accommodations are available, upon request, to all applicants with disabilities throughout our hiring process.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service, Administrative, and Sales
• Industries : Hospitality, Hotels and Motels, and Restaurants