Reservation Agent (Full-Time)

Job Description

Are you an enthusiastic, detail-oriented individual with a passion for exceptional customer service? Do you thrive in a fast-paced environment? If so, we have the perfect opportunity for you!

Summary

Under the direction of the Front Office Manager, the Reservation Clerk is responsible, including but not limited to greeting and booking guests, providing outstanding guest service throughout the interaction, and ensuring all information entered and relayed is accurate and complete. As an integral part of the front desk team, the successful candidate for this position will be expected to demonstrate flexibility and adaptability in their role. Additionally, they will have the opportunity to receive training and gain proficiency in various areas like Front desk, Club Lounge and Night Audit.

Essential Duties and Responsibilities

• Answer guest phone calls and inquiries regarding guestrooms and accommodations.
• Assist guests with their special requests when needed.
• Direct point of contact for guest billing inquiries and makes any necessary adjustments when required.
• Develop system knowledge by being a leader in the reservation systems and PMS system.
• System expert on all packages and special room promotions.
• Liaise and communicate with the Sales team on special rate requests and/or group inquiries as required.
• Liaise and communicate with the accounting team on special billing requests as required;
• Complete group quotes and set up contracts for guestrooms
• Organize and liaise between the Sales Team and Front Desk Team regarding VIPs, room blocks and special requests
• Cross reserve for the F&B outlets when required; specifically, in regards to special occasion reservations (re. holiday brunches etc)
• Enter rooming lists and be the main point of contact for group convenors in regards to guestroom booking and requests.
• Complete weekly and monthly statistic reports as required.
• Answer and effectively communicate requests or inquiries via email;
• Maintain database and information on PMS and extranet sites.
• Performs other duties as required.

Education, Qualification and Requirements

• Minimum of Grade 12 or GED equivalent.
• Certificate from a post-secondary institute in Hospitality or industry-related field.
• Minimum of 1 (one) to 2 (two) years of related experience in a fast-paced environment.

• Experience in all aspects of customer service, direct experience in reservations and/or front desk operations preferred.
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
• Exceptional conflict resolution, negotiation, and objection-handling skills.
• Able to respond quickly in a dynamic and changing environment.
• Able to build and maintain lasting relationships with corporate departments, key business partners, and customers.
• Guest-orientated with a sincere, helpful, caring and friendly personality.
• Effective communication skills, both written and oral;
• Must be fluent in English, both written and oral;
• Clear criminal record check required upon hire
• Following certificates preferred First Aid, ProServe
• OPERA PMS system preferred

Work Environment

• Frequent sitting for long periods of time, with the ability to stand and stretch as necessary.
• Occasionally lifts, pushes, pulls and or carries five (5) to ten (10) pounds.
• Repetitive work, such as keyboarding, answering telephones and arm extension to assist guests.
• It often involves juggling many tasks and may become very stressful when business operations ramp up

Hours of Work

• The individual must be adaptable and flexible with their time as the work hours for this position will vary depending on operational requirements. Work may include early mornings, late nights, weekend shifts, and holidays. Any additional hours or overtime must be approved by the Rooms Divisions Manager/Front Office Manager prior to being worked.

The Red Deer Resort & Casino is an equal opportunity employer and encourages individuals interested in this position to submit a resume.  All applicants must be legally entitled to work in Canada. The successful candidate will be subject to criminal record checks and/or other background checks. This position will remain open until a suitable candidate is found. We appreciate and consider all applications; however, only candidates selected for interviews will be contacted.