Reservations Royal Service Agent

The Royal Service Agent is expected to provide accurate information pertaining to hotel activities and layout, and to be familiar with all reservations related procedures in MARSHA and OPERA. The Reservations department functions as an essential communications link for guest room reservations information for all hotel departments.

QUALIFICATION STANDARDS

EDUCATION & EXPERIENCE:

• Post secondary education in Hospitality & Tourism Management preferred
• Previous customer service experience required
• Previous working knowledge of OPERA and MARSHA an asset
• Previous resort hotel experience an asset
• Second language preferred
• Excellent written and verbal communication skills
• Excellent computer skills required

TOOLS & EQUIPMENT:

• Computer, telephone, photocopy machine, fax machine and other office equipment.

PHYSICAL REQUIREMENTS:

• Long hours sometimes required.
• Sedentary work – Exerting up to 10 pounds of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must be able to work evenings, weekends, weekdays and holidays

MENTAL REQUIREMENTS:

Must be able to convey information and ideas clearly.

• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

DUTIES & FUNCTIONS

ESSENTIAL:

• Respond to all guest inquiries consistently offering professional, friendly and engaging service
• Remain current on all information relevant to local and hotel services and offerings in order to appropriately respond to guest enquiries.
• Be a one stop shop, answering guest inquires, making dining reservations, taking in room dining orders, assisting with Tee Times.
• Assist guests with any concerns or issues they may be calling regarding. Ensuring to take all appropriate measures to defuse situations.
• Provides complete and accurate information on all resort offerings and facilities.
• Ensure room revenue is maximized by adhering to brand standards, property rate strategies and guidelines in order to increase occupancy and maximize revenues
• Follow reservations procedures and communicates information to other departments to ensure a positive guest experience
• Take ownership of internal communication system (GXP) ensuring requests are completed in a timely manner, and following up when service time expectations are not being met.
• Maintain high standards of personal appearance and grooming, which include wearing the proper business attire and nametag when working
• Maintain regular attendance as required by scheduling which will vary according to the needs of the hotel
• Comply at all times with hotel standards and regulations to encourage safe and efficient hotel operations
• Ensures understanding of requirements during emergency procedures, and provides clear concise communication during any hotel emergency

InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We appreciate all applications, however only those applicants selected for an interview will be contacted.