Reservations Agent

The Lord Nelson Hotel and Suites is looking for a Reservations Agent to join our team!

The Reservations Agent is responsible for communicating with guests, travel agents, group coordinators, and referral networks concerning reservations arriving by mail, telephone, fax, or through a central reservations system. The reservations department creates and maintains guest records and reservations. Additional duties include preparing and reviewing lists of expected arrivals and ensuring accuracy of all guest records and reservations.



Duties and Responsibilities:

• Process reservations via mail, telephone, fax, and central reservations systems

• Process reservations from the sales team, travel agents, and other hotel departments

• Book and enter room reservation requests using the Hotel Property Management System (Visual One)

• Enter rooming lists while ensuring accuracy, as required

• Update reservations ensuring a flawless check in and check out process

• Maximize revenue by up-selling guest rooms and recommending hotel facilities

• Knows the different types of guest room available as well as their location within the hotel and their layout

• Aware of selling status, rates, and benefits of all available packages

• Issue letters of confirmation for all reservations

• Communicate reservation information with front desk

• Process cancellation and modifications while promptly relaying information to the front desk

• Liaise with Sales, Front Desk and other departments as required

• Assists with preregistration activities when appropriate

• Understands and enforces hotel policy regarding guaranteed and no-show reservations

• Processes advance deposits

• Tracks current and future room availability

• Answer telephone and email inquiries in a timely manner

• Assist guests with understanding of hotel facilities in an informative and helpful way

• Maintain the highest level of customer service and display professionalism at all times

• Ability to maintain confidentiality of hotel guests and pertinent hotel information

• Must have comprehensive understanding of hotel emergency procedures

• Other tasks as assigned



Requirement/Experience:

• High school diploma is required

• Must speak, understand, and write fluently in English. Bilingualism is an asset

• Strong working knowledge of the Visual One property management system is an asset

• Experience handling guest concerns and complaints

• Proficiency in all Microsoft Office applications, specifically; Word, Excel, and Outlook

• Excellent interpersonal and communication skills, both written and verbal



The Ideal Candidate:

• Flexible and able to work evenings, weekends, and holidays

• Understands the challenges that are present in an afterhours/overnight shift

• Organized and able to thrive in a fast paced environment while being able to manage a changing workload and meet tight deadlines



Please clearly demonstrate in your cover letter/resume how you meet the above requirements. We thank all who apply, only those who have been selected for further consideration will be contacted.