Reservations Agent

Pan-Pacific-Whistler-; Whistler Village; On-site; CAD 38,000 - 50,000; Full time

Job summary

Pan Pacific Whistler is seeking a friendly Reservations Agent to help create exceptional guest experiences from the first interaction. The role involves end-to-end reservation management and collaboration with the Revenue team.

You will handle inquiries, explain rate structures, confirm bookings, and provide front desk support, with Opera Cloud tasks and contract administration.

Qualifications

• Experience in hospitality or reservations preferred.
• Strong communication skills.
• Ability to work in a fast-paced environment.

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 elevate 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.

Skills

Customer service

Phone communication

Attention to detail

Organization

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 elevate 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.