Job Description
We are looking to fill the position of Central Reservations Agent & Groups Specialist out of our Calgary office location. You will promote unforgettable vacation experiences, as well as other activities and excursions available at resorts. The ideal candidate will have excellent customer service capabilities. You are accountable and have outstanding teamwork and communication skills. Come join our team and enjoy perks such as discounts on lodging and lessons, endless ski/snowboard privileges, employee events, food and beverage discounts, and much much more!
You Will
• Provide an exceptional customer service experience for guests while completing and adjusting vacation package reservations over the phone (abiding by all RCR booking and cancellation policies when doing so)
• Respond to written guest communications in a timely and professional manner
• Address guest concerns in an empathetic and solution-based manner using guest de-escalation techniques where required
• Liaise with RCR resorts staff, hotel property staff and various other teams to ensure the best possible guest experience and develop strategies to efficiently manage bookings
• Responsible individual for organizing start to finish booking services for Group reservations including lodging, transportation, lift tickets and special requests
• Provide clear and timely communication to all parties involved in Group booking facilitation including hotel suppliers, resorts staff and group coordinators
• Continually monitor areas for potential improvement and elevation of Guest Experience within Group bookings portfolio and work closely with the Manager Guest Services and Travel division to implement
• Report weekly status updates on Groups to Manager Guest Services and Travel Division
• Abide by RCR and Hotel policies, Employee Handbook guidelines and Safety Management Program
• Know and comply with all expectations of the Injury Management/Return-to-Work Programs
• Know and adhere to the policies, rules and protocols outlined in the Resorts of the Canadian Rockies Employee Handbook
You Have
• Previous customer service experience is required; Preference given to experience within the travel and tourism industry
• Sales or marketing experience would be considered an asset
• Previous experience with a reservation management software system (eg. Inntopia) or equivalent is an asset
• Demonstrated proficiency with computer systems and windows-based software is required
• Previous experience with written guest correspondence is considered an asset
• Exceptional written and verbal communication skills are a must
• Ability to develop rapport and strong working relationships with ease
• Ability to work a flexible schedule (including weekends) during peak periods
• Ability to work in office setting (no remote option) and travel to resorts as needed
• Computer work and ability to lift up to 50 pounds required
• A passion for outdoor sports and activities
You Will
• Provide an exceptional customer service experience for guests while completing and adjusting vacation package reservations over the phone (abiding by all RCR booking and cancellation policies when doing so)
• Respond to written guest communications in a timely and professional manner
• Address guest concerns in an empathetic and solution-based manner using guest de-escalation techniques where required
• Liaise with RCR resorts staff, hotel property staff and various other teams to ensure the best possible guest experience and develop strategies to efficiently manage bookings
• Responsible individual for organizing start to finish booking services for Group reservations including lodging, transportation, lift tickets and special requests
• Provide clear and timely communication to all parties involved in Group booking facilitation including hotel suppliers, resorts staff and group coordinators
• Continually monitor areas for potential improvement and elevation of Guest Experience within Group bookings portfolio and work closely with the Manager Guest Services and Travel division to implement
• Report weekly status updates on Groups to Manager Guest Services and Travel Division
• Abide by RCR and Hotel policies, Employee Handbook guidelines and Safety Management Program
• Know and comply with all expectations of the Injury Management/Return-to-Work Programs
• Know and adhere to the policies, rules and protocols outlined in the Resorts of the Canadian Rockies Employee Handbook
You Have
• Previous customer service experience is required; Preference given to experience within the travel and tourism industry
• Sales or marketing experience would be considered an asset
• Previous experience with a reservation management software system (eg. Inntopia) or equivalent is an asset
• Demonstrated proficiency with computer systems and windows-based software is required
• Previous experience with written guest correspondence is considered an asset
• Exceptional written and verbal communication skills are a must
• Ability to develop rapport and strong working relationships with ease
• Ability to work a flexible schedule (including weekends) during peak periods
• Ability to work in office setting (no remote option) and travel to resorts as needed
• Computer work and ability to lift up to 50 pounds required
• A passion for outdoor sports and activities
💡 Quick Summary
Seeking a career-building opportunity? The Central Reservations Agent Groups Specialist position is now open for candidates interested in the Hotel Jobs sector. This role in Calgary offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Hotel Jobs is a plus.