Reservations Agent

Banff Collection by InnVest Hotels; Banff; On-site; CAD 21,000 - 30,000; Full time

Job summary

Banff Collection by InnVest Hotels is seeking a Reservations Agent in Banff, Canada. You will assist guests with bookings, maintain quality standards, and apply revenue-driven selling techniques to maximize occupancy across three properties.

Strong English skills and hospitality background are essential. The role involves using the Property Management System, managing changes to reservations, and delivering exceptional guest service.

Qualifications

• Experience in a front desk or reservations role within hospitality.
• Familiarity with hotel systems and pricing practices.
• Proficiency with Microsoft Office and hotel software.
• Hospitality education is an asset; English fluency is required.
• Multilingual skills are an asset for guest interactions.

Responsibilities

• Assist guests with booking their holiday and deliver quality service.
• Maintain compliance with reservation call quality standards.
• Use pricing knowledge to secure bookings and upsell when appropriate.
• Create bookings in the Property Management System accurately.
• Handle cancellations, modifications and guest information updates.
• Upsell rooms to maximize average rate and occupancy.
• Monitor inquiries and extranets; respond professionally to guests.
• Collaborate with tour partners to promote FIT reservations.
• Take on other duties as assigned by supervisor.

Skills

Front Office experience

Hotel systems

Microsoft Office

English fluency

Multilingual capability

Education

Hospitality post-secondary education

Tools

PMS (Property Management System)

Job description

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

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

Note: Other duties as assigned by supervisor or management

COMPETENCIES WE ARE SEEKING:

• Experience within a Front Office team or equivalent customer-facing role with an understanding of the guest service processes.
• A working knowledge of hotel systems would be an asset
• Proficiency with computer systems, such as Microsoft Office
• Post-secondary education in hospitality, or a related field would be an advantage
• Professional, well organized and delights in providing exceptional guest service by anticipating guest needs with strong interpersonal skills
• High degree of attention to detail; a self-starter with a sense of urgency who measures success through task completion.
• Fluency in English, both written and verbal, with preference for multilingual capability

Certification and/or License Requirement:None.

InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We appreciate all applications, however only those applicants selected for an interview will be contacted.

Qualifications

Behaviors

Preferred

Functional Expert : Considered a thought leader on a subject

Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Preferred

Goal Completion : Inspired to perform well by the completion of tasks

Financial : Inspired to perform well by monetary reimbursement