Reservations- FT - Chelsea Hotel - Toronto

Langham Hospitality Group•Canada,

12d•Onsite

About The Position

Langham Hospitality Group (LHG) is a wholly-owned subsidiary of Great Eagle Holdings, comprising distinctive brands like The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop, and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint across Asia, Europe, North America, Australasia, and the Middle East. The Chelsea Hotel, Toronto, is Canada's largest hotel with 1,590 guest rooms, centrally located and steps from Toronto's best shopping, theatres, nightlife, and attractions. It is a full-service urban resort offering diverse room types, dining options, separate adult and family recreation areas, and pools, including the "Corkscrew" - downtown Toronto's only indoor waterslide. As a premier family destination, it provides services like the Family Fun Zone, Kid Centre, and Club 33 Teen Lounge. The Chelsea Hotel, Toronto, is an independent property within LHG's international portfolio and has received accolades such as the Accessible Tourism Award and the Humanitarian Award.

Requirements

Previous sales/reservations/call centre experience an asset
Strong keyboard and computer skills
Strong communication skills
Be personable, friendly, and a team player
Comfortable communicating to guest through e-mail and telephone
Excellent written and verbal communication skills essential.
Must be proficient in English and at least one other language
Must be able to work weekends and evenings
Must be able to speak, listen, sit, and type for prolonged periods of time

Nice To Haves

Education in hospitality and tourism an asset

Responsibilities

Answer all incoming calls according to call handling standards, ensuring we exceed callers' expectations with service by being welcoming and engaging.
Provide callers with accurate information regarding the facilities, rates, and availability of accommodation within the hotel.
Answer email inquiries from potential guests and colleagues.
Correspond and maintain relationships with 3rd party clients.
Follow Call Quality Standards/Chelsea Hotel call script.
Sell accommodation, packages, and services of the hotel to callers and maintain a conversion rate in accordance with department standards.
Maintain current knowledge of the hotel, packages, specials, and promotional rates.
Maintain set call quality levels.
Communicate creative and effective ways to improve service levels.
Comply with Chelsea policies and procedures. Be aware and comply with any procedural changes.
Produce daily reports as needed (e.g., revenue sheets, denials, kid count).
Complete any projects as required by the Manager (e.g., daily task sheet).