Reservations Agent

Coast Hotels Limited; Vancouver; On-site; CAD 25,000 - 36,000; Full time

Job summary

Coast Hotels Limited in Vancouver is seeking a Central Reservations Sales & Service Agent to deliver superior customer service and provide intermediate administrative support within the Central Reservations Department. You will respond to reservation inquiries by phone, email, and fax and coordinate with Ambassadors and guests to promote packages and achieve room sales targets.

The role requires a secondary school diploma, 1–2 years in a related field, strong communication and interpersonal

Qualifications

• Secondary School Diploma.
• 1–2 years of related experience with at least 6 months in a customer service role.
• Proven ability to learn and operate new technologies.
• Advanced communication, interpersonal, and customer service skills.
• Some experience with conflict resolution required.
• Intermediate level in the use of MS Office Suite.
• Understands/speaks a different language is an asset.
• Knowledge of hotel reservation systems an asset.
• Previous experience in the hotel industry an asset.
• Exemplifies Coast’s core values and enjoys working in a culture of accountability.
• Able to work a flexible schedule which includes evenings, weekends and holidays.
• Able to work in our downtown Vancouver Office.

Responsibilities

• Acts as a key point of contact for Central Reservations, responding to and processing reservation inquiries by phone, e-mail and fax.
• Liaises with Ambassadors and guests to facilitate work outcomes and uses selling techniques to promote packages and achieve targeted room sales figures.
• Handles a variety of confidential administrative tasks such as processing guests’ personal information, and handling guest complaints and concerns.
• Drafts correspondence and coordinates related materials.
• Maintains accurate and organized files and records.
• Demonstrates a customer service attitude with ambassadors, as well as toward external vendors and contacts.
• Other duties as required.

Skills

Customer service

Communication skills

Interpersonal skills

Conflict resolution

MS Office

Hotel knowledge

Language skills

Education

Secondary School Diploma

Tools

Hotel reservation systems

Job description

The Central Reservations Sales & Service Agent will contribute to the overall success of Coast Hotels by providing superior customer service and intermediate administrative support to Coast Hotels within the Central Reservations Department.

Responsibilities

• Acts as a key point of contact for Central Reservations, responding to and processing reservation inquiries by phone, e-mail and fax
• Liaises with Ambassadors and guests to facilitate work outcomes and uses selling techniques to promote packages and achieve targeted room sales figures
• Handles a variety of confidential administrative tasks such as processing guests’ personal information, and handling guest complaints and concerns
• Drafts correspondence and coordinates related materials
• Maintains accurate and organized files and records
• Demonstrates a customer service attitude with ambassadors, as well as toward external vendors and contacts
• Other duties as required

Skills/Knowledge/Experience

• Secondary School Diploma
• 1-2 years of related experience with at least 6 months in a customer service role
• Proven ability to learn and operate new technologies
• Advanced communication, interpersonal, and customer service skills
• Some experience with conflict resolution required
• Intermediate level in the use of MS Office Suite
• Understands/speaks a different language is an asset
• Knowledge of hotel reservation systems an asset
• Previous experience in the hotel industry an asset
• Exemplifies Coast’s core values and enjoys working in a culture of accountability
• Able to work a flexible schedule which includes evenings, weekends and holidays
• Able to work in our downtown Vancouver Office