Reservations Agent

Pan Pacific Whistler; Whistler; On-site; CAD 42,000 - 52,000; Full time

Job summary

Pan Pacific Whistler seeks a friendly Reservations Agent to manage end-to-end bookings and guest interactions in Whistler, BC. You will handle inquiries from 3rd party sites, unit owners, and guests with a professional, personalized approach.

You will explain rate structures and cancellation policies, confirm reservations via email, and provide front desk coverage as part of the Revenue team, contributing to a smooth guest experience.

Qualifications

• Hospitality reservations experience is preferred.
• Strong guest service and communication skills.
• Ability to work in a fast-paced environment.

Responsibilities

• Process reservation requests from 3rd party sites.
• Enter and confirm reservations from unit owners and others.
• Respond to phone and email inquiries within 24 hours.
• Explain rate structures, policies and available services.
• Provide front desk coverage when scheduled.
• Support Revenue team with Opera Cloud activities.

Skills

Guest service

Communication

Organization

Problem solving

Teamwork

Tools

Opera Cloud

Job description

Looking to build your hospitality career in beautiful Whistler, BC – Canada’s premier mountain resort destination?

Pan Pacific Whistler is seeking a friendly and detail-oriented Reservations Agent to help create exceptional guest experiences from the very first interaction. If you enjoy connecting with guests, staying organized, and working in a fast-paced environment, we’d love to hear from you.

Purpose:

The Reservations Agent manages the end-to-end reservation process, ensuring bookings are handled accurately, efficiently, and with a high level of guest service. The role supports the Revenue team and works closely with other departments to ensure a smooth guest experience.

Key Responsibilities:

• Download and enter reservation requests from applicable 3rd party reservation sites.
• Download and enter Tour Operator reservation requests from Freesell availability.
• Enter reservation requests from Unit Owners and others, as required and confirm via email.
• Answer phone promptly, professionally with a friendly greeting and identify self.
• Answer all guest reservation requests (letters, emails) within 24 hours.
• Address guests by name where appropriate and maintain a professional, friendly and personalized approach throughout the reservation process.
• Explain rate structure, available rooms, method of payment/guarantee and cancellation policies, facilities and services.
• Review and send written confirmation to the guest.
• Offer further assistance to all callers.
• Escalate reservation, payment, inventory, guest or operational issues outside established procedures to the appropriate member of the Revenue team.
• Address straightforward reservation-related guest concerns and escal​ate complaints or issues outside established procedures to the appropriate supervisor or manager.
• Provide administrative support to the Revenue Team, including routine Opera Cloud activities and transactions as assigned.
• Prepare contracts from approved templates and support the Sales Manager with contract administration.
• Provide Front Desk coverage and respond to guest requests when scheduled, as an extension of the Reservations function, including basic guest service and reservation-related assistance.
• Perform any other duties as assigned by the Reservations and Revenue Manager, Director of Revenue and Marketing or General Manager.