Reservations Agent (NOC 64314)Harrison Hot Springs Resort & Spa

Reservations Agent (NOC 64314)

POSITION SUMMARY:

This position contributes to the profit of the hotel by maximizing occupancies, up selling, and providing excellent customer service both while working at the Guest Services Desk or In House Call Centre. This position is critical to the image of the hotel and contributes to the hotel's success with exceptional service.

Posted by Employer: Harrison Hot Springs Resort & Spa

Job details

• Location: 100 Esplanade Avenue, Harrison Hot Springs, BC, V0M 1K0

• Work location: On site

• Salary: 25.72 hourly. This is a Unionized position Next wage increment to 26.57 is effective in June 2027. Bi-weekly payment.

As per collective Agreement, the wage rate could be as below at the start of the employment.

o   0-6 months of employment – 75% of full rate

o   6-12 months of employment – 87.5% of full rate

o   After 1 year of employment – 100% - full rate

• Terms of employment: Permanent employment, Full time, 30 to 40 hours per week

• Must be flexible to a changing schedule and to be able to work any assigned shift as per business requirements Early morning, Evening, Morning, Day, Weekend

• Starts as soon as possible

• Benefits: Eligible for Group insurance benefits, including Dental plan. Disability benefits. Health care plan. Vision care benefits. Life insurance. Free parking available. On-site amenities. On-site housing options. $1 per premium to employees assigned by management to train a new hire. Annual vacation in accordance with the Collective Agreement.

3 vacancies

Languages: English

Education: Secondary (high) school graduation certificate or equivalent experience.

Front desk, reservations, concierge, or sales training from a recognized hospitality/tourism school is preferred.

One-year previous experience working in a reservations department, preferably at a hotel or resort, is an asset.

Experience: Experience an asset

On site: Work must be completed at the physical location. There is no option to work remotely.

Work setting: Hospitality industry. Staff accommodation available. Hotel, resort

Responsibilities and Tasks

REPORTS TO:   Operations Manager, Front Office Manager, Assistant Front Office Manager, Reservations               Supervisor

·        Reports to work on time, including login in to the system at the begin of shift time, with name tag in place, and professionally groomed.

·        Understands each room type and amenities in each room type.

·        Understands all hotel facilities and can describe them to guests.

·        Responds to guests directly when working at the guest services desk (an extension of reservations – when scheduled) in the lobby, telephone, mail, and email inquiries.

·        Sells the hotel and its facilities, up selling wherever possible.

·        Enters all individual and group reservations into the computer accurately and completely.

·        Sends out confirmations.

·        Local knowledge of attractions and restaurants – maintaining an updated list.

·        Guest interaction both face to face and on phone.

·        Assists guests by answering inquiries, signing up for events, dinners, activities.

·        Act as a lobby ambassador coming forward and offering Guest Service.

·        Takes all amenity orders, collects from the gift shop, and delivers to assigned guest rooms – when applicable.

·        Relaying information with the kitchen on same day amenity or any other special orders those guests have.

·        Show site rooms to guests showing interest in viewing property.

·        Booking tennis times and or closing out the courts when weddings are present in the gardens.

·        Uphold the highest standard of internal and external customer service at all times.

·        Follow guarantee and deposit procedures.

·        Completes shift update to other associates.

·        Responds to internal requests, email requests and fax requests in a timely, professional, and accurate manner.

·        Follows established third party credit card authorization procedures.

·        Files correspondence and computer reports.

·        Assist in training new associates.

·        Ensures guest history files are accurate and up to date.

• Some stress resulting from daily guest interactions (internal and external), budgetary, and time constraints.

·        Other job-related duties may be assigned.

Security and safety: Basic security clearance

Work conditions and physical capabilities and Personal suitability:

Attention to detail, Fast-paced environment, Standing for extended periods, Work under pressure.

Client focus, Flexibility, Judgement, Organized. Reliability, Team player, Resourcefulness, Accurate.

Ability to read and comprehend instructions, short correspondence, and memos.

Ability to write simple correspondences.

Ability to effectively present information in English to guests and employees of the organization.

Ability to calculate figures and amounts such as discounts, interest, commissions – most of this will be done by computer.

Strong computer skills with Microsoft office and PMS - specifically Maestro.

Ability to deal with problems involving several concrete variables in standardized situations.

Exceptional communication and problem-solving skills.

Accurate reservation of rooms by all staff.

Advance notice of group arrivals to appropriate departments.

Up-selling of rooms.

Excellent interpersonal relationships with co-workers.

Excellent communication with other departments.

Being multilingual is an asset.

Flexible to a changing schedule.

How to apply

By email: career@harrisonresort.com

By mail: 100 Esplanade AvenueHarrison Hot Springs, BC, V0M 1K0

In person: 100 Esplanade AvenueHarrison Hot Springs, BC, V0M 1K0Between 10:00 AM and 06:00 PM

What you must include in your application: Cover letter. We will also request Letter of recommendations.