Full-Time Reservations/PBX Agent

ABOUT US

At InterContinental® Hotels & Resorts our role is to put the glamour into international travel. That’s where you come in. When you’re part of the InterContinental Hotels & Resorts brand you’re more than just a job title.

At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally minded; people who know what it takes to exceed guest expectations.

Be yourself and at the centre of it all. Located in the heart of the entertainment and business districts in downtown Toronto, InterContinental Toronto Centre currently has an opening for a Full Time Reservations/PBX Agent.  If you are passionate about hospitality and take pride in offering exceptional service, we would love to have you be a part of the IHG team!  Our colleagues continue to aim higher and show they care about our guests and each other to ensure we achieve our goal of creating great hotels guests love.

YOUR DAY TO DAY 

Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, and cancellations in accordance with established standards and/or scripts.  Respond to and provide information on hotel services, local attractions, travel directions, etc.

DUTIES AND RESPONSIBILITIES

• Operate the PBX switchboard and answer internal and external calls.  Provide guest service.
• Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards and scripts using the hotel’s reservations system; process reservations from the sales, reservations centers or travel agencies/wholesalers.  Designate and apply appropriate travel agency commissions.
• Up-sell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible.  Suggest alternate dates for sold-out periods.
• Process cancellations, revisions and information updates on changes; process guest reservation requests for other hotels within the reservations system.
• Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.
• Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting.  Complete daily logs according to established procedures.
• Respond appropriately to guest complaints.  Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Promote teamwork and quality service through daily communications and coordination with other departments.  Notify sales of any group bookings.
• May assist with other duties as assigned such running daily reports, e.g., the cancellation, booking, or arrival reports.

WHAT WE NEED FROM YOU

Basic reading, writing, and math skills and six months experience as a reservationist or front desk agent.  High school or equivalent preferred.  Must speak fluent English.  Other languages preferred.

This job requires ability to perform the following:

• Speak and listening usually while sitting
• Use a keyboard to type in reservation information

OTHER

• Communication skills are utilized a significant amount of time when interacting with guests, clients and employees.
• Reading and writing abilities are utilized often when reviewing and processing guest reservations or daily reports.
• Basic mathematical abilities are used some of the time.
• May be required to work nights, weekends, and/or holidays.

WHAT WE OFFER

In return for your hard work, you can look forward to a highly competitive salary and benefits package. What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow.

And because the InterContinental Hotels & Resorts brand belongs to the IHG® family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 4800 hotels in over 100 countries around the world.

InterContinental Toronto Centre is an inclusive employer dedicated to building a diverse workforce.  We are committed to providing accommodations throughout the recruitment and selection process for any qualified applicants under the respective provincial human rights codes.  Please advise the Recruiter to ensure your accessibility needs are accommodated. Any information received relating to accommodation will be addressed confidentially.

Hourly rate:  $23.18