MUIR Hotel : CORE Reservations Agent
Located in the absolute centre of downtown in the vibrant Halifax waterfront, in the heart of the Queen’s Marque district, MUIR offers elevated hospitality inspired by the spirit, culture and natural beauty of Nova Scotia. In each of our departments, our team shares a common goal – providing an exceptional customer experience in a clean, comfortable environment. If you are passionate about a career in hospitality and want to join a team that shares this common goal, the MUIR is presently seeking CORE Reservations Agent.
Reporting to the Director of Quality Assurance and Reservations, with dotted line to the Manager, the Reservation Agent is an analytical self-motivator who responds to communications from guests, travel agents, and referral networks concerning incoming reservations. The Reservation Agent supports Muir’s Revenue Department by creating and maintaining reservation records (usually by date of arrival) and alphabetically listing, preparing letters of confirmation, and promptly processes any cancellations and modifications.
Shifts: Vary in their start and end time and can change due to the needs of our guests. A mixture of days, evenings, holidays and weekend shifts.
What you will be doing as a CORE Reservations Agent:
- 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 similar or related duties may be required from time to time.
Your experience and skills include:
- High school graduate or equivalent required;
- 1 to 2 years of luxury hotel or other hotel-related experience desired;
- Experience in hotel software and their functionalities is an asset;
- Excellent time management, planning and organizational skills are a must;
- Knowledge of Halifax area, familiarity with location, neighbourhood, and local attractions including restaurants, bars, and nightlife is a plus;
- Excellent verbal and written communication skills, English a must; a second applicable language an asset;
- 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.
Your team and working environment:
- Fast-paced Five Star Luxury Collection Hotel;
- Awarded Four Stars in the prestigious Forbes Travel Guide Star Awards;
- Located in the heart of the vibrant Halifax waterfront, minutes away from the Dartmouth ferry terminal;
- A team of like-minded hospitality professionals that share a passion for service;
- Back of house experience that puts employees first.
Employee Benefits:
- Eligible for $500 signing bonus upon completion of probationary period
- Eligible for shift premiums based on hotel capacity
- Access to our employee development/education reimbursement program
- Company scholarship program for employees and family members
- Flexible work schedule
- One earned day off every two months based on attendance
- 50% reimbursement of monthly transit pass
- Access to our gym and fitness facilities
- Uniform dry cleaning
- Comprehensive Extended, Health, and Dental benefits
- Opportunity to Participate in the Employer sponsored retirement savings program
- Access to Marriott employee travel benefits
Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.
APPLY TODAY: For more information on the opportunities at the MUIR Hotel, please visit www.muirhotel.com. Please apply online or send your resume to
[email protected]. Please note that, while we thank all applicants for applying, only those selected for an interview will be contacted.
