Guest Support Centre Agent

Sandman Hotel Group and Sutton Place Hotels are seeking enthusiastic Reservations Agents for our Guest Support Centre. Reservations Agents are the first point of contact for our guests. We'll train you to become an encyclopedia of knowledge on our hotels and the communities that we serve. You relish the opportunity to help our guests to plan their perfect trip and are a valuable ambassador for Sandman Hotel Group and Sutton Place Hotels. So much so, that we're pleased to offer a competitive compensation package, work from home and flexible schedule. We're also committed to your professional development and contributing to your overall career goals. We know you'd love to hear about our perks-incredible team rates and discounts at all 7 of our restaurant brands is just the beginning! With over 60 hotels (and growing!) there has never been a more exciting time to join our team.

JOB REQUIREMENTS:

• Minimum typing speed of 60 WPM; Fast computer data entry skills.
• All necessary tools/hardware including laptop, computer mice, and headset will be provided to facilitate work duties.
• Proficient in Microsoft Office applications (Word, Excel, Outlook, etc.)
• Exceptional multitasking ability with keen attention to detail.
• Preferred experience in customer relations, ideally in hotel reservations or front desk environment.
• Applicants must be able to meet department’s KPI.
• Excellent command of the English language, knowledge of the French language is an asset.
• Must be able to commit to a Full-Time training with approx. 120 hours of training time.
• Applicants must be flexible with work schedule. Position entitles various shifts which may include weekends and holidays.

DUTIES:

• Ensure inbound calls are answered in a professional and courteous manner and established procedures are adhered to without failure.
• Utilize effective selling techniques to promote all properties.
• Timely completion of reservations, reports, and email responses.
• Ensure all reservations have accurately interfaced into the system.
• Respond to inquiries pertaining to individual hotels, including room types, rate, facilities, as well as surrounding areas.
• Execute tasks as directed by supervisors and managers.
• Manage membership inquiries for RSVP loyalty members.
• Engage in webchat interactions.

APPLICABLE SKILLS:

• Excellent customer relations and typing skills with professionalism on the telephones.
• Detail oriented with strong organizations 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.
• 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.

WORK FROM HOME REQUIREMENTS:

• Employment contracts are linked to a specific location, and work should be conducted exclusively from the designated home location mentioned in the original offer letter.
• Employees are required to use company’s devices for work tasks; personal devices are not to be used for work purposes.
• A dedicated, private workspace equipped with a door that can be closed, allowing for uninterrupted work.
• Working from public/shared spaces, coffee shops, or areas with unsecured shared internet access is not acceptable for the designated work location.
• A hardwired or wireless internet connection with a minimum speed of 50 Mbps or higher is mandatory for this role. Hotspots and dial-up connections are not permissible.

We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work.

BENEFITS

• Rewards, Recognition, Team Events & Milestone Awards
• Team Member and Friends & Family Hotel Discounts
• Restaurant Dining Discounts- Moxies, CHOP, Denny’s and more!
• 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