Reservations Agent

The Job Resource Centre; Banff; On-site; CAD 32,000 - 42,000; Full time

Job summary

InnVest is seeking a Reservations Agent to deliver exceptional guest experiences across three properties: Royal Canadian Lodge, Banff Inn, and Charltons Banff. You will book requests, align with guest preferences, and prepare the hotel team for arrivals while maintaining high service standards.

The role requires strong knowledge of reservations processes, the ability to upsell, and proactive communication with guests, operators, and partners to ensure seamless stays and optimized revenue.

Responsibilities

• This tri-property Reservations Agent role spans Royal Canadian Lodge, Banff Inn & Charltons Banff.
• Delivers quality service when assisting guests with booking their holiday.
• Maintains compliance with reservation call quality standards and follows SOP for bookings.
• Suggests best packages and rates to maximize revenue and occupancy.
• Creates bookings in the Property Management System and confirms details professionally.
• Manages cancellations, modifications, and updates to guest information in the system.
• Upsells rooms and leverages yield management to optimize occupancy and rate.
• Responds promptly to reservations inbox and extranets to handle guest queries.

Tools

Property Management System

Job description

THE COMPANY:

Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and hotels.

Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With over 100 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 90 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties.

At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

ACTIVITIES:

The Reservations Agent plays a key role in creating a positive guest experience as the first point of contact before arrival. They promptly, courteously, and accurately book guest requests in the property management system, ensuring rooms are secured and maximizing hotel revenue. They also ensure bookings meet guest preferences and prepare the hotel team for a seamless arrival. As the hotel’s face, the agent gains a comprehensive understanding of operations, enhancing their professional development and opening growth opportunities within the Tourism and Hospitality industry.

The duties and responsibilities for the Reservations Agent include, but are not limited to the following:

• This is a tri-property role, overlooking Royal Canadian Lodge, Banff Inn & Charltons Banff.
• Delivers quality service when assisting guests with booking their holiday.
• Maintains compliancy of reservation call quality standards
• Executes hotel standardized selling techniques in order to fulfill the hotel’s revenue management strategies.
• Maintains full knowledge about current pricing and promotions and provides reservation and rate information as required in an effort to secure future bookings
• Suggests the best package/rate for the guest by asking open-ended questions to determine their stay and room requirements
• Creates the bookings in Property Management System and confirms the information in a professional and consistent manner using the established reservation SOP
• Manages cancellations, modifications, and updates to guest information in the hotel system.
• Upsells rooms following established procedures to maximize the hotel’s average room rate, leveraging yield management strategies to optimize occupancy.
• Manage reservations inbox; responding to all enquires in a professional manner
• Monitors and responds to extranets to ensure guest requests and bookings are managed appropriately
• Handles customer queries, disputes in a professional manner and asks for assistance from the supervisor should the situation escal
• Feels comfortable offering ideas for packaging and selling hotel products
• Champion FIT reservations movement from our Tour Partners

Note: Other duties as assigned by supervisor or management