Reservations Agent

Onni Group; Vancouver; Hybrid; CAD 35,000 - 58,000; Full time

Benefits offered by this job

Health Saving Account

Flexible Saving Account

Employee Assistance Program

Annual Education Allowance

Generous Referral Program

Company culture events

Local discounts

Friends and Family rates

Job summary

Onni is seeking a Reservation Agent to handle guest reservation inquiries in a courteous, professional, and efficient manner, helping maximize hotel occupancy and revenue while delivering exceptional service. You will input reservations into HMS, provide information on rates, availability, packages, and amenities, upsell room types, and modify bookings as requested.

The role requires a high school diploma or equivalent; hospitality or business education is a plus, and experience with HMS,

Qualifications

• High school diploma or equivalent required.
• Experience in hotel, call center, or customer service preferred.
• Proficiency with reservation systems HMS, Autohost, SynXis is a strong asset.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Able to work independently and as part of a team.

Responsibilities

• Respond to reservation inquiries by phone, email, and online platforms in a prompt and professional manner for the Level Hotels & Furnished Suites portfolio and Steveston Waterfront Hotel.
• Accurately input guest reservation details into the property management system (HMS).
• Provide information about room rates, availability, packages, and hotel amenities.
• Upsell room types to maximize revenue.
• Modify, cancel, or confirm existing reservations as requested.
• Block and re-block reservations as needed to increase availability.
• Follow up to ensure arrivals have completed the required portal information.
• Process deposits, prepayments, and special requests.
• Collaborate with the Front Office and Sales departments to ensure guest needs are met.
• Handle group bookings and corporate account reservations as assigned.
• Maintain knowledge of local events, attractions, and travel trends in Vancouver, Chicago, Los Angeles, and Seattle to assist guests with planning.
• Follow standard operating procedures and policies for reservations and data protection.
• Provide exemplary service in accordance with brand standards.

Skills

Communication skills

Multitasking

Teamwork

Independent work

Education

High school diploma or equivalent

Hospitality or business administration education

Tools

HMS

Autohost

SynXis

Job description

Perks and Benefits

Competitive pay & a Comprehensive Benefits Package with multiple options to choose from

• Health Saving Account
• Flexible Saving Account
• Employee Assistance Program
• Annual Education Allowance
• Generous Referral Program
• Fun & collaborative company culture with lots of team building events
• Local discounts to restaurants and businesses
• Friends and Family rates at our hospitality brands

About this position

The Reservation Agent is responsible for handling guest reservation inquiries in a courteous, professional, and efficient manner. The agent plays a vital role in maximizing hotel occupancy and revenue while providing exceptional guest service. This role requires strong communication skills, attention to detail, and the ability to work with reservation systems and database.

What You Will Do

• Respond to reservation inquiries by phone, email, and online platforms in a prompt and professional manner for the Level Hotels & Furnished Suites portfolio and Steveston Waterfront Hotel.
• Accurately input guest reservation details into the property management system (HMS).
• Provide information about room rates, availability, packages, and hotel amenities.
• Upsell room types to maximize revenue.
• Modify, cancel, or confirm existing reservations as requested.
• Block and re-block reservations as needed to increase availability.
• Follow up to ensure arrivals have completed the required portal information.
• Process deposits, prepayments, and special requests.
• Collaborate with the Front Office and Sales departments to ensure guest needs are met.
• Handle group bookings and corporate account reservations as assigned.
• Maintain knowledge of local events, attractions, and travel trends in Vancouver, Chicago, Los Angeles, and Seaatle to assist guests with planning.
• Follow standard operating procedures and policies for reservations and data protection.
• Provide exemplary service in accordance with brand standards.

What You Will Bring

• High school diploma or equivalent required; hospitality or business administration education is an asset.
• Previous experience in a hotel, call center, or customer service environment preferred.
• Proficiency with reservation systems (e.g., HMS, Autohost, SynXis) is a strong asset.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Strong organizational and multitasking abilities.
• Professional demeanor and a guest-focused attitude.
• Able to work independently and as part of a team.

Salary Range

$58,000

About The Company

Onni For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.

AI Use

This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws. All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.