Reservations Agent

St. Eugene Resort; Cranbrook; On-site; CAD 25,000 - 33,000; Part time

Job summary

St. Eugene Golf Resort & Casino is seeking a Reservations Agent to join our team. This role focuses on delivering outstanding guest service, handling front-line and back-end reservations, and supporting revenue optimization.

The successful candidate will work two days per week in a fast-paced hospitality environment, with responsibilities across room reservations, rate changes, and guest communications, ensuring a seamless experience for every guest.

Qualifications

• Grade 12 Diploma; bondable; strong guest service mindset.
• Proficient with Maestro PMS and Microsoft Office.
• Able to manage reservations and guest inquiries with professionalism.

Responsibilities

• Manage all transient room reservations and upsell where possible.
• Collaborate with Reservation Supervisor and Rooms Division Manager.
• Monitor events and inventory for demand and pricing changes.
• Respond to calls, voicemails, and emails promptly; assist with golf inquiries.

Skills

Punctuality

Reliability

Communication skills

Multitasking

Empathy

Team player

Problem solving

Education

Grade 12 Diploma

Tools

Maestro PMS

Microsoft Office

Job description

At St. Eugene Golf Resort & Casino, we are seeking energetic individuals who want to join us in creating the destination of choice in harmony with Mother Earth and our Indigenous culture while providing for our families and enriching our community.

Reservation Agent position is an opportunity for a dynamic individual looking to expand their career in the exciting hospitality industry. This role delivers outstanding customer service to our guests, whether it be on the front line or behind the scenes, making reservations

Reservation Agent

• This position will be two days a week, non-union
• Manage all transient room reservations, maximizing room revenue and average rates by utilizing standard rate quoting scenarios and upselling rooms whenever possible.
• Collaborate closely with the Reservation Supervisor and Rooms Division Manager.
• Proactively monitor local events and plan for inventory demands.
• Collaborate with the Front Desk Supervisors to make sure front desk agents understand rate changes and promotions.
• Respond promptly to incoming reservation calls, voicemails, and emails, while assisting with golf inquiries.
• Address guest concerns quickly and respond to Fetch customer reviews.
• Possess thorough knowledge of the hotel’s emergency procedures.

Develop, implement, and maintain SOPs related to reservations and PMS rate-building.

• Create group blocks and enter rooming lists.
• Identify, audit, and prepare significant reservations (VIPs, groups, OTAs, etc.) for accuracy and completeness.
• Verify that the charge routing rules are configured correctly.
• Book and oversee bus tour reservations, set up templates for Corporate & Bus tour rates.
• Monitor reservation schedules, cancellations, and no-shows. Audit reservations daily for accuracy and completeness.
• Assist the GSAs by covering breaks and managing escalated guest issues and questions.
• Assign rooms ahead of guest arrival and monitor the room block to maximize guest satisfaction and hotel revenue.

Qualifications

• Be punctual, reliable, honest, well-presented, dynamic, open-minded, and a passionate team player.
• Committed to providing their guests a refined, seamless, memorable experience that exceeds their expectations.
• Willing and able to gain a deep knowledge of Maestro PMS & Microsoft Office Suite and use their functions in line with department Best Practices.
• Self-motivated to work with diligence, integrity, accuracy, speed, and thoroughness.
• Able to identify social cues and express empathy while listening to a guest's request or issue, and then use this information to provide a personalized, successful resolution.
• Capable of maintaining professionalism, composure, and control in a high-pressure, high-workload environment by utilizing organizational skills, multitasking techniques, and established internal confidence.
• Able to effectively communicate and liaise with guests and hotel partners in person, via phone, and email with professionalism.
• Capable of warmly and authentically engaging with their guests, offering direction and information while promoting Resort activities.
• Able to accurately comprehend, calculate, communicate, and process various billing, rate, and folio structures.
• Able to stand for long periods and lift objects up to 50 lbs.

Conditions of Employment

The successful candidate will hold a Grade 12 Diploma, be bondable, have a passion for creating and delivering exceptional guest/customer/client experiences, be comfortable working in a fast-paced guest-facing environment, be technically competent in computer use, and possess an excellent command of verbal and written communication. Formal education and/or work experience in the hospitality/tourism industry are assets. Experience with Maestro PMS or comparable Property Management Software is preferred. The nature of a 24/7 department requires all Front Office & Reservation Employees to cover a range of shifts, including, but not limited to, regular evening and weekend work, holidays, late nights, early mornings, and overnight shifts. This position is subject to a 90-day probationary period, during which training must be completed in AM and PM shifts.