Reservations Agent

Capwest; Vancouver; Hybrid; CAD 52,000 - 64,000; Full time

Benefits offered by this job

Health Saving Account

Flexible Saving Account

Employee Assistance Program

Annual Education Allowance

Generous Referral Program

Fun & collaborative company culture

Local discounts to restaurants and...

Job summary

CapWest is seeking a Reservation Agent to handle guest inquiries by phone, email, and online platforms for the Level Hotels & Furnished Suites portfolio and Steveston Waterfront Hotel in Vancouver.

The role requires accurate data entry into HMS, offering information on rates and packages, upselling, and coordinating with Front Office and Sales to ensure guest satisfaction.

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

Founded on more than 35 years of collective professional experience, CapWest is specialized in meeting the modern needs of the growing construction industry in North America. We provide integrated solutions for clients across diverse industries, following an efficient and cooperative approach, and always delivering project certainty. We believe it is the culmination of our passion for providing world-class construction and construction management services, while also fostering long-term relationships that yield exceptional and innovative outcomes that continue to shape the industry.

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.