Reservations Agent

At Carmana Hotel & Suites, we believe that hospitality begins with meaningful connections between our guests, our team, and the city we call home. Located in the heart of downtown Vancouver, we offer a unique blend of hotel-style service and residential comfort. We proudly serve both short-term travellers and long-terms guests who value space, convenience, and thoughtful service. Our team members are the heart and soul of Carmana, and we invite you to make every day an opportunity to create amazing experiences of our guests.  We are seeking a detail-oriented and customer-service oriented Reservations Agent  to join our reservations team. This position plays a key role generating revenue by responding to guest enquiries, providing accurate information in a timely manner, and completing guest reservations. The goal of the position is to provide the highest quality of customer service and to achieve optimum guest satisfaction.  The successful candidate is someone that is knowledgeable of Vancouver and it’s local tourist attractions and has a general understanding of hotel operations. This role requires exceptional customer service, professional telephone etiquette and outstanding communication skills, in both written and verbal English. Experience with hotel systems such as the OPERA Property Management System will be considered an asset. Some duties and responsibilities will include: Providing accurate information to guests about hotel policies, services, amenities, and informing guests about the facilities and services of the property. Answering incoming reservation calls in a friendly, professional, and efficient manner while having a high successful conversion rate. Responding to all guests’ reservation requests and enquiries with proper etiquette and in a courteous and professional manner.  Communicating pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).  Managing and resolving all guest complaints and compliments while ensuring guest satisfaction. Entering all reservations into property management system accurately, recording all pertinent information, and sending confirmation letters to guests.  Following up on advance deposits and payment methods, analyzing pickup and cut off periods, and responding accordingly. Remaining up to date with product knowledge and all promotions in and around the property and follow established procedures to process reservations, rates, confirmations, hotel facilities, etc.  Maintaining filing system for all correspondence and collating reports.  Cross training for front office agent duties to assist with back-up coverage as needed.  What You Bring At least 1 year of experience working in a similar hotel position; Customer service experience Flexibility to work various shifts, including morning, evenings, weekends and holidays as needed; Diploma in Hospitality/Tourism is preferred; Experience with hotel property management systems such as OPERA Property Management System is an asset; General understanding of hotel operations; Proficiency in Microsoft Office, particularly with Word, Excel, and Outlook; Excellent professional communication skills, both written and verbal English; High level of attention to detail and strong organization and time management skills ; Ability to work independently and in a team and independently; High-level of professionalism, discretion, and tact in handling sensitive and confidential information; Strong attention to detail to identify discrepancies and resolve problems; and Ability to adapt and maintain flexibility in a dynamic hotel environment.    We are an equal opportunity employer. While we thank all candidates for their interest in joining our team, we will contact only those short-listed for an interview. Please note only Microsoft Word documents or PDF’s will be accepted.