Reservation Specialist (Loden Hotel & Arden Hotel)

Amacon; Vancouver; Sur place; CAD 42 000 - 52 000; Plein temps

Résumé du poste

Wentworth Hospitality Group is seeking a Reservation Specialist to manage guest bookings and inquiries, ensuring accuracy and personalized service. The role reports to the Director, Guest Operations and requires strong communication, attention to detail and collaboration across departments.

Responsibilities include handling reservations, working with PMS, and coordinating group blocks, while maintaining the guest experience standards. Flexible schedule with potential for full-time hours.

Qualifications

• High school diploma or post-secondary schooling.
• Minimum 3 years experience in hospitality or customer service is an asset.
• Strong communication skills, both verbal and written.
• Excellent attention to detail and ability to multi-task in a fast-paced environment.
• Highly organized with problem-solving abilities under pressure.
• Multilingual abilities are considered an asset.
• Flexible availability, including weekends, holidays and peak periods.
• A valid driver’s license and clean driving abstract.
• Proficiency with PMS and Microsoft Office Suite.

Responsabilités

• Manage guest reservations and operate PMS in line with hotel standards.
• Respond to phone and email inquiries, assisting guests with bookings, modifications, or cancellations.
• Provide accurate information on room types, amenities, rates, and events.
• Ensure online bookings integrate correctly into the PMS and verify accuracy.
• Promote hotel services to enhance the guest experience with product knowledge.
• Secure reservations by recording guest details and processing payments.
• Coordinate group blocks and liaise with Accounting for commissions and deposits.
• Collaborate with internal departments to manage room inventory and billing.
• Coordinate with travel agencies, corporate clients and guests to manage bookings.
• Address guest concerns professionally and discretely regarding current/future reservations.
• Support additional administrative tasks as required.

Connaissances

Communication skills

Attention to detail

Multi-tasking

Organized

Problem solving

Multilingual

Flexible availability

Driver's license

MS Office / PMS

Formation

High school diploma / post-secondary schooling

Outils

PMS software

Microsoft Office

Description du poste

About Us

Wentworth Hospitality Group is a leading hospitality group in Canada. We pride ourselves on our attention to detail, continuously innovating and improving, we strive to set new standards in the hospitality industry. At Wentworth, we are more than just a place to stay or dine; we are a destination where lasting memories are created, and guests feel genuinely appreciated and at home.

Wentworth features two standout hotels, the Loden Hotel and the Arden Hotel. The Loden Hotel is a luxury award-winning boutique hotel, recognized locally and globally; located in the Coal Harbour neighbourhood of downtown Vancouver. The Arden Hotel is a boutique hotel where thoughtful design meets genuine hospitality; located in the heart of downtown Vancouver, this West Coast–inspired boutique hotel seamlessly blends into the city’s urban fabric.

Position Summary

The Reservation Specialist plays a vital role in managing guest bookings and inquiries, ensuring accuracy, efficiency, and a high level of personalized service. Reporting to the Director, Guest Operations, this role excels in strong communication skills, has excellent attention to detail, and a collaborative spirit to support both individual and group reservations while maintaining the integrity of our guest experience standards.

Position Responsibilities

• Manage guest reservations and operate property management systems (PMS) in accordance with hotel standards.
• Respond to phone and email inquiries, assisting guests with booking, modifying, or canceling reservations.
• Provide accurate information regarding room types, amenities, rates, and hotel events.
• Ensure seamless integration of online bookings into the PMS and verify reservation accuracy.
• Promote hotel services and amenities to enhance the guest experience, demonstrating expert product knowledge.
• Secure reservations by accurately recording guest details and processing payments.
• Maintain and monitor group blocks, ensuring accurate reporting and coordination with the Accounting Department for commission and deposit reviews.
• Collaborate with internal departments to ensure accurate room inventory and support group billing reconciliation.
• Liaise with travel agencies, corporate clients, and individual guests to confirm and manage bookings.
• Address and resolve guest concerns related to current or future reservations with professionalism and discretion.
• Support additional administrative and operational tasks as required.
• Other duties as required.

Experience & Qualifications

• Education: High school diploma, or post-secondary schooling.
• Experience: Minimum of 3 years experience within hospitality or customer service is an asset.
• Strong communication skills, both verbal and written with the ability to interact with guests, colleagues and leadership.
• Strong attention to detail with the ability to multi-task in a fast-paced, dynamic environment.
• Highly organized with the ability to problem-solve, by remaining calm and resourceful under pressure.
• Experience with group bookings and coordination is an asset.
• Multilingual abilities are considered an asset.
• Flexible availability, including weekends, holidays, and peak periods.
• A valid driver’s license and abstract is required.
• Must be able to lift and move items weighing up to 23 kg.
• Computer Skills: Proficiency in property management systems and Microsoft Office Suite.

Physical Requirements

This position requires the ability to sit and/or stand for long periods of time.

Work Schedule

This position may be part-time or full-time and generally consists of eight-hour shifts. Flexible scheduling is available by mutual agreement, and weekend work may be required.

Additional Information

Wentworth is an equal-opportunity employer who offers competitive compensation packages. We thank you for your interest in this position but only those who are short-listed for an interview will be contacted.