Reservations Agent

Westin Resort and Spa Whistler•Whistler, BC

9h•Onsite

About The Position

At Westin, everything we do is designed to help our guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to assist them throughout their stay. We are looking for dynamic people who are excited to join our team of hospitality professionals. Are you ready to jump into any situation and give a helping hand? If you’re someone who has is positive, adaptable and intuitive, with a genuine interest in the well-being of others around you, we invite you to discover how you can thrive at Westin. Our Quality Keepers know that the countless small details end up making a big impression on our customers. It is their organization, attention to detail and overall care for their work that reinforces our position as the world’s leading hospitality company. A Reservation Agent is responsible for handling incoming calls in a timely, efficient and friendly manner making reservations, responding to inquiries, communicating property information about room types, location, deposits / hotel cancellation policies and marketing initiatives. They provide exceptional guest service to new and existing guests of our property.

Requirements

Pleasant telephone manner with the ability to be persuasive with telephone sales skills
Basic computer knowledge
Must be effective in sales and up-selling
Previous experience in a customer service role
Ability to multi task and prioritize in a busy environment
Must be able to build and maintain credibility and relationships with customers (internal and external)
Strong communication skills, both verbal and written, and a passion for dealing with and emotionally connecting with others
Must be able to sit at a desk for up to 10 hours per day. Walking and standing are occasionally required. Length of time of these tasks may vary from day to day and task to task
Ability to provide a satisfactory criminal record check

Nice To Haves

Preferred detailed knowledge of Whistler area and available services

Responsibilities

Handle incoming calls in a timely, efficient and friendly manner making reservations
Respond to inquiries
Communicate property information about room types, location, deposits / hotel cancellation policies and marketing initiatives
Provide exceptional guest service to new and existing guests of our property
Answer all incoming calls in a friendly and efficient manner
Provide guests with the requested information concerning Whistler, the hotel and its services
Obtain the necessary information from the guests and enter it into the computer system (Lightspeed)
Daily reports to set up the hotel arrivals
Future arrival set up
Cancellation requests
Liaising with 3rd parties
Assist Front Desk
Rate inquiries/billing inquiries
Respond to emails
Wholesale reservations
Marriott cases (through GXP)
Block special request reservations and suites
Maintain a clean and well-organized workstation
Answer questions concerning reservations for employees of other departments
Comply with WRS’s Occupational Health and Safety Program and the Regulation of WorkSafeBC
Report any unsafe conditions, practices or injuries to their supervisor as soon as possible
Set a good safety example
All other duties as assigned