As a locally owned landmark hotel, the Lord Nelson Hotel & Suites has earned a reputation for serving excellence. We offer a variety of positions under one roof, creating a great opportunity for mobility and growth. Our most essential resource is our employees. Join the best team in Halifax and be a part of the legend!
OVERVIEW:
The Reservations Agent is responsible for communicating with guests, travel agents, group coordinators, and referral networks concerning reservations arriving by email, telephone, fax, or through a central reservations system. The reservations department creates and maintains guest records and reservations. Additional duties include preparing and reviewing lists of expected arrivals and ensuring accuracy of all guest records and reservations.
RESPONSIBILITIES:
- Process reservations via email, telephone, fax, and central reservations systems
- Process reservations from the sales team, travel agents, and other hotel departments
- Book and enter room reservation requests using the Hotel Property Management System (Opera Cloud)
- Enter rooming lists while ensuring accuracy, as required
- Update reservations with relevant comments or data to ensure a flawless check in/check out process
- Maximize revenue by up-selling guest rooms and recommending hotel facilities and services
- Be an expert on room types, services, and amenities to effectively promote our products to potential guests
- Maintain high-level understanding of rates, availability, and conditions of all current packages and promotions
- Issue confirmation, modification, and cancellation confirmation emails for all reservations
- Communicate reservation information / troubleshoot reservation issues with Front Desk staff
- Process cancellation and modifications while promptly relaying any relevant information to front desk staff
- Liaise with Sales, Front Desk and other departments as required
- Assist with preregistration activities when appropriate
- Understand and enforce hotel policy regarding guaranteed and no-show reservations
- Process advance deposits as needed
- Maintain the highest level of customer service and display professionalism at all times
- Taking personal responsibility and be committed with a sincere and genuine interest to resolving customer complaints
- Ability to maintain confidentiality of hotel guests and pertinent hotel information
- Must have comprehensive understanding of hotel emergency procedures
- Other tasks as assigned
QUALIFICATIONS:
- Professional attitude and the ability to follow instruction required
- Ability to work under pressure and under tight deadlines
- Detail oriented and the ability to work independently
- Must speak, understand, and write fluently in English. Bilingualism is an asset
- Previous experience working in a Hotel Front Office, Reservations, or Sales role is preferred
- Excellent interpersonal and communication skills, both written and verbal
- Knowledge of Hotel Property Management Software such as Opera, iHotelier, TraveClick etc. an asset
- Operational knowledge of Microsoft Office Software (Excel, Word, Teams, Outlook)
- Tourism & Hospitality Management degree from an accredited facility preferred
Lord Nelson Hotel & Suites recognizes our employees as essential to our success and value diverse skills. From frontline staff to management, we offer excellent opportunities for career growth, as well as employer-provided medical benefits and other incentives. We are looking for new talent to join our dynamic team that is setting the standard of excellence in the hospitality industry.
Job Type: Full-time
Pay: $16.50 per hour
Benefits:
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- On-site parking
- RRSP match
- Vision care
- Wellness program
Ability to commute/relocate:
- Halifax, NS B3J 2L2: reliably commute or plan to relocate before starting work (required)
Work Location: In person
