Reservations Agent

Marriott-International; Whistler Village; On-site; CAD 42,000 - 65,000; Full time

Benefits offered by this job

Team spirit

Learning & development

Rewards program

Staff accommodation

Discounted stays

Complimentary staff meal

Wellness package

Job summary

Westin Whistler, part of Marriott International, is seeking a Reservation Agent to handle incoming calls, provide information about Whistler and our services, and enter guest details into Lightspeed.

The role emphasizes guest service, sales and upselling, and collaboration with Front Desk and other departments. We offer full-time hours, opportunities for development, staff meals, and discounted stays.

Qualifications

• Pleasant telephone manner with sales potential.
• Basic computer skills and willingness to use Lightspeed system.
• Knowledge of Whistler area and available services is preferred.
• Must be effective in sales and up-selling and customer service.
• Previous experience in a customer service role is desired.
• Ability to multi task and prioritize in a busy environment.
• Ability to build and maintain relationships with customers (internal and external).
• Strong communication skills, verbal and written, with empathy.

Responsibilities

• Answer all incoming calls in a friendly and efficient manner.
• Provide guests with information about Whistler, the hotel and services.
• Enter guest information into the computer system (Lightspeed).
• Prepare daily reports for hotel arrivals and liaise with third parties.
• Assist Front Desk and handle rate/billing inquiries and emails.
• Process wholesale reservations and Marriott cases through GXP.
• Maintain a clean and organized workstation.
• Support questions from other departments and uphold safety standards.

Skills

Telephone sales

Basic computer skills

Whistler knowledge

Upselling

Customer service

Multi-tasking

Relationship building

Strong communication

Job description

At Westin, everything we do is designed to help our guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to assist them throughout their stay. We are looking for dynamic people who are excited to join our team of hospitality professionals. Are you ready to jump into any situation and give a helping hand? If you’re someone who has is positive, adaptable and intuitive, with a genuine interest in the well-being of others around you, we invite you to discover how you can thrive at Westin.

Expected Hours: Full time

The Impact You’ll Make:

Our Quality Keepers know that the countless small details end up making a big impression on our customers. It is their organization, attention to detail and overall care for their work that reinforces our position as the world’s leading hospitality company.

A Reservation Agent is responsible for handling incoming calls in a timely, efficient and friendly manner making reservations, responding to inquiries, communicating property information about room types, location, deposits / hotel cancellation policies and marketing initiatives. They provide exceptional guest service to new and existing guests of our property.

The Wellness you Deserve:

We’ll support you in and out of the workplace by offering:

• Team-spirited coworkers & encouraging management
• Learning and development opportunities
• Reward and Recognition Programs
• Staff Accommodation (based on availability)
• Enjoy Discounted Hotel stays with Marriott ‘Explore’ Program
• Complimentary Staff Meal
• Summer & Winter Wellness Package up to $2000/yr

What we are looking for:

• A warm, people-oriented demeanor
• A team-first attitude
• High attention to detail and a drive to get things done

Position Requirements:

• Answer all incoming calls in a friendly and efficient manner
• Provide guests with the requested information concerning Whistler, the hotel and its services
• Obtain the necessary information from the guests and enter it into the computer system (Lightspeed)
• Daily reports to set up the hotel arrivals
• Liaising with 3 rd parties
• Assist Front Desk
• Rate inquiries/billing inquiries
• Respond to emails
• Wholesale reservations
• Marriott cases (through GXP)
• Block special request reservations and suites
• Maintain a clean and well-organized workstation
• Answer questions concerning reservations for employees of other departments
• Comply with WRS’s Occupational Health and Safety Program and the Regulation of WorkSafeBC
• Report any unsafe conditions, practices or injuries to their supervisor as soon as possible
• Set a good safety example
• All other duties as assigned

Skills & Experience:

• Pleasant telephone manner with the ability to be persuasive with telephone sales skills
• Basic computer knowledge
• Preferred detailed knowledge of Whistler area and available services
• Must be effective in sales and up-selling
• Previous experience in a customer service role
• Ability to multi task and prioritize in a busy environment
• Must be able to build and maintain credibility and relationships with customers (internal and external)
• Strong communication skills, both verbal and written, and a passion for dealing with and emotionally connecting with others

General Requirements:

• Must be able to sit at a desk for up to 8-10 hours per day. Walking and standing are occasionally required. Length of time of these tasks may vary from day to day and task to task
• Ability to provide a satisfactory criminal record check

Health & Safety:

Health & Safety is at our core!

• Safety orientations to ensure you feel safe at work
• Proud to be COR certified – an occupational health and safety accreditation program that verifies a fully implemented safety and health program which meets national standards.
• Monthly safety committee meetings

Our highest priority is making you feel as welcome as our guests. We want you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws