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.
Perks and Benefits:
- Competitive pay & a Comprehensive Benefits Package with multiple options to choose from
- Other benefits include 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.
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.
