Reservation Specialist (Loden Hotel & Arden Hotel)

Amacon; Vancouver; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading hospitality group in Vancouver is seeking a Reservation Agent who will manage guest reservations and provide an exceptional customer experience. The ideal candidate has over 3 years in customer service or hospitality, with excellent phone etiquette and strong attention to detail. Responsibilities include assisting with reservations, answering guest inquiries, and promoting hotel services. This position offers a chance to work in a dynamic environment focused on guest satisfaction.

Qualifications

• 3+ years in customer service and/or the hospitality industry.
• Impeccable phone and email manners.
• Ability to resolve customer issues.

Responsibilities

• Manage guest reservations and operate systems according to standards.
• Assist guests in making, altering, or canceling reservations.
• Respond to emails with reservation information and confirmations.
• Promote hotel products and services.

Skills

Excellent phone etiquette

Strong communication skills

Attention to detail

Customer service skills

Strong computer proficiency

Education

High school diploma supplementary with post secondary courses

Tools

Microsoft Office

Job description

About Us

Wentworth Hospitality Group (Amacon’s hospitality division) is looking for an eager and engaged individual who is passionate about next level guest experience!

The Loden Hotel is a luxury award‑winning boutique hotel, recognized locally and globally, the Loden prides itself in its personalized service, high‑end amenities, and being a central, quiet oasis within the city. Our boutique hotel draws its inspiration from the natural surroundings of coastal British Columbia, with an exterior of curved glass, natural stone and copper, and interiors that are rich in detail, colour and texture.

The Guest Experience is our priority at the Loden Hotel. We combine approachable hospitality with luxury accommodations, by creating personalized and authentic experiences so our guests feel at home in Vancouver. We appreciate and recognize that our guests have chosen an independent hotel over a chain establishment, driving our commitment for consistent quality that complements our agility to anticipate individual guest needs.

Position Summary

The Reservation Agent will accurately record guest information, including payment information, and advise customers on available upgrades or specials that may enhance their experience with us. You help guests in altering or canceling reservations, as necessary. Our ideal candidate has impeccable phone and email manners, strong communication and customer service skills, and keen attention to detail.

Position Responsibilities

• Manage guest reservations and operate systems in accordance with Loden standards.
• Answer phones and assist guests in making, altering, or canceling reservations.
• Answer questions regarding rooms, facilities, rates, and events.
• Respond to emails with reservation information, confirmations, and additional details.
• Receive online bookings and assure the accurate integration of reservations into the PMS.
• Advise guests regarding services and amenities that may enhance their experience.
• Accurately record guest information and charge credit cards upon successful reservations.
• Demonstrate teamwork with all departments, including support with overseeing events, and group billing reconciliation.
• Manage group blocks to ensure accuracy of business on the books.
• Collaborate with maintenance and operations departments to maintain inventory of all guest rooms.
• Promote hotel products and services while maintaining the highest level of product knowledge and personalized, attentive approach.
• Liaise with travel agencies, companies, and individual guest to ensure.
• Review of commission and deposit payments with the Accounting Department.
• Handle guest complaints or issues pertaining current or future reservations.
• Other duties as required.

Skills & Qualifications

• Education: High school diploma supplemented with post secondary courses.
• Experience: 3+ years in customer service and/or the hospitality industry.
• Excellent phone etiquette and verbal communication skills.
• Strong computer proficiency and email communication skills.
• Attention to detail and the ability to resolve customer issues.
• Computer Skills: Good knowledge of Microsoft Office.
• Must have a valid driver's license.

Please apply through theloden.ca via the link provided: https://amacon.bamboohr.com/careers/378