Reservations Agent / Switchboard Operator
Novotel Toronto Centre
TORONTO, Ontario, Canada
13d ago


Essential and optional requirements

  • Must have pleasant telephone manner, strong customer service and communication skills, and the ability to multi-task.
  • Ability to work with a minimum supervision
  • Ability to suggestively sell
  • Ability to input and access information in multiple on-line systems
  • Previous guest relations training / experience, OPERA PMS knowledge preferred
  • Additional language(s) an asset (specifically French speaking)
  • Flexibility in shifts : mornings, evenings, weekends, and holidays
  • Please note : The Novotel Toronto Centre is proud to provide employment accommodation during the recruitment process. During any stage of the recruitment process, applicants have the right to request accommodation.

    Key tasks

  • Provides courteous, efficient telephone service to guests, public and associates
  • Answer telephone calls within 3 rings, using correct salutations and etiquette
  • Anticipate guests needs, respond promptly to inquiries
  • Process all requests through ResaWeb including changes and cancellations received by phone / fax / email
  • Resolve all challenges, ensuring high level of guest satisfaction
  • Review and validate all reservation information
  • Complete all traces in the TBR queue, Warning queue, and Reservation queue
  • Audit the day file for reservations arriving 3 days out, correcting any errors, merging guest profiles, and completing outstanding traces, and refilling with reservations for next available dates.
  • Maintain complete knowledge of : a) All hotel facilities / services, hours of operation. b) All guest room layouts, bed types, decor, appointments and locations.
  • c) Upcoming room availability d) Restricted dates, rates and room types e) All room rates, packages and promotions g) Special events scheduled in the hotel h) All internet booking engines

  • Perform wake-up calls
  • Ensure familiarity with Group Reservations procedures and systems
  • Comply with all departmental policies, service procedures, and standards
  • Perform any other job related duties as assigned
  • At Novotel, we grow faster

    Feel fully responsible, be autonomous, adaptable, professional, have a love of adventureand a desire to stretch your limits : that’s the Novotel spirit .

    An international brand with a network of 400 hotels in 60 countries, Novotel’s successis due to the professionalism and enthusiasm of its 30 000 employees whohave been embodying the brand’s ideals for over 40 years.

    DNA of the brand, innovation is at the heart of the promise made to employees : "At Novotel, we grow faster" . To transform this promise into reality, Novotelhas implemented a unique human resources policy declined around five mainprofessional career paths.

    Novotel accompanies each employee throughout their career.Integration, geographic mobility, bridging provision, skills development everyoneis given the opportunity to progress quickly and go further. Impossible is not Novotel.

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