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About the Role
Reservations Agents are the first point of contact for guests, acting as an encyclopedia of knowledge on hotels and their communities. This role is crucial for promoting properties, assisting guests in planning their perfect trip, and serving as a valuable ambassador for Sandman Hotel Group and Sutton Place Hotels.
Responsibilities
- Ensure inbound calls are answered professionally and courteously, adhering to established procedures.
- Utilize effective selling techniques to promote all properties.
- Complete reservations, reports, and email responses in a timely manner.
- Ensure all reservations are accurately interfaced into the system.
- Respond to inquiries about individual hotels, room types, rates, facilities, and surrounding areas.
- Execute tasks as directed by supervisors and managers.
- Manage membership inquiries for RSVP loyalty members.
- Engage in webchat interactions.
Requirements
- Minimum typing speed of 60 WPM.
- Fast computer data entry skills.
- Proficient in Microsoft Office applications (Word, Excel, Outlook, etc.).
- Exceptional multitasking ability with keen attention to detail.
- Applicants must be able to meet department's KPI.
- Excellent command of the English language.
- Must be able to commit to approximately 120 hours of full-time training.
- Applicants must be flexible with work schedule, including various shifts, weekends, and holidays.
- Employment contracts are linked to a specific location, and work must be conducted exclusively from the designated home location.
- Employees are required to use company-provided devices for work tasks; personal devices are not to be used.
- A dedicated, private workspace with a door that can be closed, allowing for uninterrupted work, is required.
- Working from public/shared spaces, coffee shops, or areas with unsecured shared internet access is not acceptable.
- A hardwired or wireless internet connection with a minimum speed of 50 Mbps or higher is mandatory.
- Hotspots and dial-up connections are not permissible.
- Must be legally entitled to work in Canada.
Skills
- Excellent customer relations skills.
- Excellent typing skills.
- Professionalism on the telephones.
- Detail-oriented with strong organization and time-management skills.
- Adaptable to change.
- Capable of managing multiple priorities under pressure.
- Computer literate with knowledge of a variety of computer software applications.
- Knowledge of the French language is an asset.
- Familiarization with various booking engines and Property Managements Systems (PMS) (i.e. TravelClick, Opera Cloud (Micros|Oracle)) would be an asset.
- Enthusiastic and dedicated to exceed guest expectations.
Location
- Work from home
Work Type
- Full-Time
- Flexible schedule
Experience Level
- Preferred experience in customer relations, ideally in hotel reservations or front desk environment.
Salary/Compensations
- Competitive compensation package
Benefits
- Rewards, Recognition, Team Events & Milestone Awards
- Team Member and Friends & Family Hotel Discounts
- Restaurant Dining Discounts
- Discounts at Grouse Mountain & Revelstoke Mountain Resort
- Career Development, Training & Internal Promotion Opportunities
- Employee & Family Assistance Program (Mental Health, Legal & Financial Support)
- Employee Referral Bonus Program
- RRSP Matching Program
- Extended Health, Dental, Vision & Life Insurance
- Complimentary Hotel Stays
- Tuition Credit Program
- Supportive, Inclusive Workplace Culture
About the Company
- Proudly 100% Canadian-owned, Northland Properties is recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management.
- Well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years.
- Canada’s fastest-growing hospitality group, believing the foundation of continued success is its people.
- Sandman Hotel Group and Sutton Place Hotels are part of Northland Properties.
Equal Opportunity
- Sandman Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
- Sandman Hotel Group does not discriminate on the basis of disability, veteran status or any other basis protected under federal, provincial or local laws.
- Accommodations are available at any stage of the recruitment process upon request.