Reservation Agent
Looking to build your hospitality career in beautiful Whistler, BC – Canada’s premier mountain resort destination?
Pan Pacific Whistler is seeking a friendly and detail-oriented Reservations Agent to help create exceptional guest experiences from the very first interaction. If you enjoy connecting with guests, staying organized, and working in a fast-paced environment, we’d love to hear from you. Apply today!
Purpose:
The Reservations Agent manages the end-to-end reservation process, ensuring bookings are handled accurately, efficiently, and with a high level of guest service. The role supports the Revenue team and works closely with other departments to ensure a smooth guest experience.
Key Responsibilities:
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Download and enter reservation requests from applicable 3rd party reservation sites.
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Download and enter Tour Operator reservation requests from Freesell availability.
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Enter reservation requests from Unit Owners and others, as required and confirm via email.
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Answer phone promptly, professionally with a friendly greeting and identify self.
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Answer all guest reservation requests (letters, emails) within 24 hours.
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Address guests by name where appropriate and maintain a professional, friendly and personalized approach throughout the reservation process.
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Explain rate structure, available rooms, method of payment/guarantee and cancellation policies, facilities and services.
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Enter guest reservation details into Opera Cloud.
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Review and send written confirmation to the guest.
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Offer further assistance to all callers.
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Escalate reservation, payment, inventory, guest or operational issues outside established procedures to the appropriate member of the Revenue team.
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Address straightforward reservation-related guest concerns and escalate complaints or issues outside established procedures to the appropriate supervisor or manager.
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Provide administrative support to the Revenue Team, including routine Opera Cloud activities and transactions as assigned.
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Prepare contracts from approved templates and support the Sales Manager with contract administration.
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Provide Front Desk coverage and respond to guest requests when scheduled, as an extension of the Reservations function, including basic guest service and reservation-related assistance.
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Perform any other duties as assigned by the Reservations and Revenue Manager, Director of Revenue and Marketing or General Manager.
