Reservations Agent

Sun Peaks Resort; Sun Peaks; On-site; CAD 30,000 - 60,000; Full time

Job summary

Join a passionate team at one of Canada's largest ski areas, where your role as a Reservations Agent will create exceptional experiences for guests. This position offers the chance to be the first point of contact, ensuring every holiday is tailored to individual needs. You'll gain valuable insights into hotel operations, paving the way for career advancement in the vibrant tourism and hospitality industry. With a focus on guest satisfaction and a supportive work environment, this is an opportunity to thrive in a community that values your contributions and well-being. Enjoy perks like seasonal passes, discounts, and a commitment to your growth.

Benefits

Winter/Summer Season Lift Passes

Employee Assistance Program

Dining Discounts

Retail Discounts

Friends and Family Rates

Reciprocal Programs with Partnering Ski Areas

Qualifications

• Experience in a Front Office team or customer-facing role.
• Strong organizational skills and attention to detail.

Responsibilities

• Assist guests with booking holidays and managing reservations.
• Act as an ambassador, providing insights on events and services.

Skills

Customer Service

Interpersonal Skills

Attention to Detail

Multilingual

Education

Post-secondary education in hospitality

Tools

Opera Hotel System

Microsoft Office

Job description

The Reservations Agent plays a vital role in establishing a positive experience for our guests as they are the first interaction before arriving on property. The Reservations Agent ensures their holiday is booked according to their requirements and that the hotel team is ready for their arrival, delivering an elevated guest experience. This role is the face of the Hotel and is positioned to gain an exemplary understanding of all operations. This knowledge will provide strength to the successful candidates’ professional experience, opening opportunities of advancement internally and externally throughout the Tourism / Hospitality industry.

Compensation Information

$19.43 per hour

Physical Requirement

Light, work activities involve handling loads of 5 kg but less than 10 kg; Predominately working in an indoor setting.

This job position requires physical presence at the designated location.

Accountabilities

• Delivers quality service when assisting guests with booking their holiday, including offering to book restaurant reservations, resort activities and services
• Shares knowledge about current pricing and promotions with Room Division Colleagues
• Maintains a professional and friendly presence in the Reservations Office
• Monitors reservations emails and voicemails
• Monitors and responds to extranets requests and bookings
• Completes travel agency commissions and monthly destination market reports
• Handles customer queries and disputes professionally
• Completes all gift certificate and gift card purchases and requests
• Acts as the voice of our guests by communicating frequently with the Reservations Supervisor on purchase trends, requests and concerns
• Assists the Front Desk as a Guest Services Agent as scheduled or as business levels dictate with check ins, check outs and additional hotel standard special requests as it relates to our guests stay
• Acts with professionalism and provides a service standard that elevates the guest experience
• Acts as an ambassador of the Hotel & Sun Peaks, as prompted by guests for direction and insight on internal and external events
• Interacts with the guest throughout the duration of their stay, anticipating their needs and proactively resolving guest concerns
• Drives customer loyalty by building individualized connections with guests
• Assists in emergency situations, liaising with other departments and making prompt decisions in the best interest of the guest and hotel
  
  

Ideal Candidate

• 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, specifically Opera would be a strong benefit
• Proficiency with computers 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 is beneficial; a self-starter with a sense of urgency who measures success through task completion would find this roll very rewarding.
• Multilingual and strong fluency in English, both written and verbal is a definite asset
  
  

Why join us?

We are Canada’s second-largest ski area and a passionate team committed to providing the finest mountain resort experience to our guests.

Our people are at the heart of what we do, making a difference to our guests and our workplace every single day. That’s why we invest in the employee experience; to ensure everyone can be at their best and live our values.

No matter who you are, or your career journey to date, once you join the team at Sun Peaks, you’ll get to feel part of our special community right away. You and your wellbeing matter to us; you’ll have plenty of opportunities to grow and learn, as well as enjoy everything our beautiful mountain resort has to offer. In return, we expect you to be passionate about working together to create special memories for our guests, while taking care of our precious environment for others to enjoy into the future.

The Perks And Benefits You’ll Get To Enjoy

• Winter/Summer Season Lift, Trail and Golf passes (varies by position)
• Access to our Employee and Family Assistance Program
• Dining discounts within our hotel & Resort-owned outlets
• Retail discounts in our Resort-owned outlets
• Friends and family rates at the Sun Peaks Grand Hotel
• Reciprocal programs with partnering ski areas & hotels
  
  

We are an equal opportunity employer, committed to building a diverse and inclusive culture, and encourage applications from all qualified individuals.

We acknowledge that we live, work, and play on the traditional territory of the Secwépemc People.

This role is eligible for an incentive for successful applicants to receive $1 per hour worked based on completion of a full winter season contract. Conditions apply to this incentive and will be shared during the interview and onboarding.