Muir - Reservations Agent (CORE)

The Armour Group Limited•Halifax, NS

21h•Onsite

About The Position

MUIR Hotel is seeking a CORE Reservations Agent to join their team. The Reservations Agent will be responsible for handling incoming reservations, supporting the Revenue Department by creating and maintaining reservation records, processing cancellations and modifications, and ensuring an exceptional customer experience. The role requires an analytical self-motivator who can respond effectively to communications from guests, travel agents, and referral networks.

Requirements

High school graduate or equivalent required;
Excellent time management, planning and organizational skills are a must;
Excellent verbal and written communication skills, English a must;
Positive and can-do attitude;
Patience and strong active listening skills;
Effective complaint handling;
Excellent people skills and the ability to interact with all guests and owners, internal and external, effectively with tact and diplomacy while maintaining discretion;
True desire to satisfy the needs of guests in a fast-paced environment.

Nice To Haves

1 to 2 years of luxury hotel or other hotel-related experience desired;
Experience in hotel software and their functionalities is an asset;
Knowledge of Halifax area, familiarity with location, neighbourhood, and local attractions including restaurants, bars, and nightlife is a plus;
a second applicable language an asset;

Responsibilities

Process reservations by mail, telephone, e-mail, GDS, fax or central reservation systems referral;
Process reservations from the sales office, other hotel departments, and travel agents;
Working closely with the Front Office team and prepare the list of expected arrivals, assisting in preregistration activities when appropriate, and processing advance reservation deposits;
Intimately familiar with all types of rooms available, their location, and layout;
Maximize occupancy and room rate on an ongoing daily/weekly/monthly basis;
Track future room availability on the basis of reservations;
Know the selling status, rates, and benefits of all packages plans;
Know the credit policy of the hotel and how to code each reservation, creating and maintaining reservation records by date of arrival and alphabetical listing;
Determine room rates based on the selling tactics of the hotel;
Prepare letters/e-mails/electronic letters of confirmation;
Link all reservations with guest history system and Marriott BonVoy loyalty program;
Process reservation information, cancellations, and modifications, and promptly relay information to the front desk;
Understand the hotel's policy on guaranteed reservations and no-shows;
Track future room availabilities on the basis of reservations;
Prepare expected arrival list for front office use;
Assist in pre-registration activities when appropriate;
Monitors advances deposit requirements, and process advance deposits on reservations;
Handle daily correspondence, responding to inquiries and making reservations as needed;
Make advance arrangements for client travel programs;
Open and close the availability as and when required of hotel in all the GDS channels, IDS channels and on the hotel website;
Configuring rates on the hotel’s property management system;
Report any unusual and suspicious behaviour of guests or staff;
Conduct duties in a courteous, safe and efficient manner, in accordance with hotel policies and procedures, ensuring that the highest level of service and communication in maintained;
Comply with all Hotel Standards and Procedures including grooming and uniform standards;
Actively promote a considerate work environment, which cares for guests and associates alike;
Such other related duties and responsibilities as may be required from time to time.