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About the Role

This position plays a key role within our hotels, responsible for providing exceptional customer service and managing reservations. The main objective is to ensure a seamless booking experience by accurately processing reservations, addressing inquiries, and maintaining professionalism. The role involves working closely with various departments to coordinate reservations and maintain an organized system. The ideal candidate possesses excellent communication skills, strong attention to detail, and a passion for outstanding customer service.

Responsibilities

Process reservations for overnight guestroom accommodations and dining reservations, ensuring accurate and efficient capture of all required details.
Provide exceptional customer service by addressing inquiries, resolving issues, and assisting with special requests professionally.
Manage and update reservation systems, ensuring accuracy of information, availability, and pricing.
Maintain effective communication with customers, colleagues, and other departments for smooth reservation processes.
Acquire and maintain comprehensive knowledge of hotel products, services, promotions, and policies.
Identify opportunities to upsell and cross-sell additional products or services to maximize revenue.
Facilitate conversations with guests regarding charges and work with travel agents for commission reconciliation.
Maintain accurate and up-to-date records of reservations and customer interactions.
Take ownership of managing reservations in group blocks, including accurate rooming list entry with billing details.
Proactively identify and resolve reservation issues, complaints, and conflicts to achieve customer satisfaction.
Collaborate effectively with colleagues, front desk staff, sales teams, and management for smooth operations.
Stay updated with industry trends, best practices, and new technologies related to reservations and customer service.
Propose improvements to enhance the overall reservation process.

Requirements

High school diploma or equivalent.
Proven experience in a customer service role, preferably in a reservations or hospitality environment.
Excellent verbal and written communication skills in English.
Strong computer skills and proficiency in Windows based programs, MS Office Products (Word/Excel/Access/Outlook/Power Point/Project), and property management systems.
Exceptional attention to detail and ability to handle multiple tasks simultaneously.
Ability to remain calm and professional in high-pressure situations.
Strong problem-solving and decision-making abilities.
Availability to work flexible schedules, including evenings, weekends, and holidays.

Skills

Customer Service
Reservations Management
Communication Skills
Attention to Detail
Problem-Solving
MS Office Suite
Property Management Systems

Location

Greater Toronto Area
651 Queen Street East

Work Type

Full-time
In-office
Remote
Hybrid

Experience Level

Not specified

Education Level

High school diploma or equivalent
Additional certifications in hospitality or customer service will be an advantage

Benefits

Opportunities for growth within the business
Opportunities to work in new and exciting places
Preference for internal recruitment
Advancement opportunities

About the Company

Archive Hospitality Group revitalizes architectural landmarks as vibrant places that anchor and contribute to the community.
They reimagine historic buildings deeply rooted in their location, welcoming travelers and locals alike to share memorable experiences.
The company aims to create space for all through the people, places, and connections encountered.
Archive Hospitality Group strives to bring the same level of quality, commitment, and dedication to their properties as they do to their team.
The Broadview Hotel is an iconic gateway to the city’s most captivating neighbourhood, a meticulously restored historic landmark.
Gladstone House has been a pillar of the West Queen West community since 1889, promoting creativity, collaboration, and inclusivity.
The Postmark Hotel, Archive's newest addition, dating back to 1914, emphasizes community, art, and gathering, operating from a historical post office and community hub.