Reservations Agent

Watermark Beach Resort; Osoyoos; On-site; CAD 21,000 - 30,000; Full time

Benefits offered by this job

Company events

Free on-site parking

Employee, Friends & Family rates

Restaurant discounts

Job summary

Watermark Beach Resort in Osoyoos, BC., is seeking Reservations Agents to handle all guest bookings via phone, email, and online channels while delivering exceptional service. You will promote hotel services, manage group blocks and owner reservations, and advise guests on local attractions in the South Okanagan.

The role requires strong English communication, a friendly phone manner, and team flexibility with up to 40 hours/week, including weekends.

Qualifications

• Hotel reservation experience is an asset.
• Strong customer service & communication skills including professional & pleasant phone manner.
• Ability to communicate effectively in English, written and oral.
• Problem solving & conflict resolution skills.
• Ability to work independently & as part of a team.
• Knowledge of local area & attractions.

Responsibilities

• Process & manage all guest reservations (phone, email, and online bookings).
• Provide information related to guests' stay and travel.
• Process reservations payments & deposits.
• Upsell/cross-sell hotel services to enhance guest experience.
• Enter group rooming lists and other guest data as required.
• Verify bookings to ensure departments are prepared for guest arrivals.
• Handle high call volume following hotel security protocols.
• Respond to guest email inquiries professionally.
• Maximize occupancy and average daily rate using sales skills.
• Support ownership reservations per pool management rules.

Skills

Customer service

Communication skills

Team player

Problem solving

Typing skills

Education

Post-secondary education in hospitality

Tools

Microsoft Office

Opera PMS

Job description

Reservation Agents

Reservation Agents are responsible for handing all reservation and pre-arrival processes through phone, email, and other channels, while providing exceptional guest service. This sales role requires responding to guest inquiries relating to reservation details, on-site facilities and local attractions as part of the reservations process. Reservation Agents are responsible for group blocks and individual reservations, including owner reservations.

Reservation Agents are expected to know resort amenities as well as the South Okanagan area in order to educate our guests on all the valley has to offer.

Responsibilities

• Process & manage all guest reservations (phone, email, and/or online bookings)


• Provide information related to guests' stay and travel


• Process reservations related payments & deposits


• Upselling/cross-selling to promote hotel services and enhance guest experience


• Enter group rooming lists and/or other guest data as required


• Verify the accuracy and proper completion of bookings to ensure other departments are well prepared for guest arrivals


• Efficiently handle all incoming calls while following Hotel security protocols


• Respond to guest email inquiries in a professional and timely manner


• Maximize hotel occupancy and average daily rate using effective sales skills


• Process Owner reservations accurately while following the rules of the rental pool management agreement


• Other tasks as assigned

Requirements

• Hotel reservation experience an asset


• Strong customer service & communication skills including professional & pleasant phone manner


• Ability to communicate in English well both written and verbally


• Problem solving & conflict resolution skills


• Ability to work independently & as part of a team


• Up-to-date knowledge of local area & attractions


• Dependable team player with a positive attitude and great work ethic


• Technically savvy as the role requires the use of a computer, typing skills and proficiency in Microsoft Office (Word, Outlook, and Excel)


• Comfortable dealing with a high call volume


• Knowledge of Opera PMS preferred


• Able to work up to 40 hours per week, on a variety of days including evenings and weekends

You will bring:

You are the kind of person who appreciates high standards of excellence.

You have the ability to communicate very well in English both written and verbally. Previous front office experience and/or post-secondary education in hospitality are an asset and proficiency with Microsoft programs is required. Opera experience is beneficial but not critical.

You bring a desire to satisfy the needs of our guests in a fast-paced environment. Flexible schedule including weekends is required in this position as well as the ability to work in an innovative and multi-tasked environment.

Perks

• Company events


• Free on-site parking


• Employee, Friends & Family rates


• Restaurant discounts

Headline

Experience Canada's warmest welcome in Osoyoos, BC! Watermark Beach Resort is an upscale resort with a casual atmosphere. Our goal is to exceed the expectations of our guests and colleagues and to provide genuine, caring service. Our associates are active both at work and within the community.

Source: Hospitality Online