At least one year of previous hotel reservations or front desk experience is required.
A certificate or diploma in hospitality or a similar area is considered an asset.
Excellent verbal and written English communication skills, including listening, understanding, clarifying, and confirming, are required; other languages are an asset.
High-level administration and computer skills, including writing, filing, tracking, and organizing, are required.
Ability to multitask and remain organized with strong attention to detail and professionalism is required.
A polished phone manner and articulate email etiquette are required.
Proficiency with Microsoft Word, Excel, and Outlook is required.
Flexible availability to work all shifts, including days, evenings, weekends, and holidays, is required.
Responsibilities
Answer guest questions about rates, accommodations, reservation modifications, location, and booking channels using proper telephone etiquette.
Reply to guest email and phone inquiries daily in a professional, courteous, and timely manner.
Make reservations for resort activities, including dining at the onsite restaurants, boat rentals, and wellness services.
Learn the details of resort offerings, menus, and special events, and work closely with related departments.
Review upcoming reservations for accuracy and room assignment.
Inform guests of company policies and services and manage necessary deposits.
Know package selling status, rates, and benefits, and assist with creating and setting up rates and packages in the system.
Work with the Sales department to set up group block accounts, rooming lists, and billing, and serve as the main point of contact for group clients.
Assist the Revenue Team with rate and restriction updates.
Manage inventory, room assignments, and client profiles.
Manage system connectivity with the online booking engine and other interfaces.
Answer questions about resort events, activities, and local events.
Maintain high service quality, proactively anticipate guest needs, and meet guest expectations.
Perform other duties and projects as assigned.
Desired Qualifications
Experience using Opera Property Management System is an asset.
Knowledge of the Kelowna area and local events and activities is an asset.
Additional language skills are an asset.
Our spectacular Eldorado Resort is situated right on the shores of Okanagan Lake, a few kilometers south of the William R. Bennett bridge. Eldorado Resort consists of Hotel Eldorado, Manteo Resort, and the Eldorado Yacht Club, with world-class amenities including multiple dining outlets, fitness centres, indoor and outdoor pools, a pickleball court, and a private beach.
If you are looking for an exciting and rewarding opportunity to showcase your talent and join a team that brings out the best in each other, then we want to hear from you! Our beautiful lakeside property offers a wide range of exciting career opportunities. We offer competitive earning potential, employee discounts on water sport rentals, discounted food & beverage at all our Argus Properties Ltd. owned restaurants and hotels, fun social events, and great colleagues!
Position Summary:
Under the direction of the Reservations Manager, the Reservations Specialist will be the first point of contact for the guest in creating the perfect guest experience. In the role you will be handling reservations for accommodations, dining, and all resort activities ahead of guest arrival. The position delivers prompt, professional and personalized service to our guests to ensure they are set up to have an amazing stay. We are looking for someone passionate about creating memorable experiences for our guests through engaging interactions and attention to detail in every aspect of their booking journey.
What will you be doing?
You will be responsible for performing the following tasks to the highest standard:
Use proper telephone etiquette answering guest questions about rates, accommodation / reservation modification options, location and booking channels
Reply to all guest email and phone inquiries daily, in a professional, courteous, and timely manner
Assists in making reservations for all resort activities including dining reservations for both onsite restaurants, boat rentals and wellness services
Be familiar with the details of all resort offerings, menus and special events and works closely with all related departments
Thoroughly review all upcoming reservations for accuracy and room assignment
Informs guests of all company policies and services and manage any necessary deposits
Know the selling status, rates and benefits of all packages and assist in the creation and set up of rates and packages in the system
Work closely with the Sales department with the setup of all group block accounts, rooming lists and billing and is the main point of contact for group clients
Assist the Revenue Team with rate and restriction updates
Manage inventory, room assignments and client profiles
Manage system connectivity with online booking engine and other interfaces
Answers questions about Resort events, activities and local events
Consistently maintain high standards of quality and excellent customer service, pro-active and anticipates guest needs and expectations
Other duties and projects as assigned
What are we looking for?
To successfully fill this role, you should demonstrate the following:
Minimum 1 year of previous Hotel Reservations or Front Desk experience required
Certificate or Diploma in Hospitality or similar area is considered an asset
Excellent verbal and written communication skills in English (able to listen, understand, clarify, and confirm); other languages an asset
High-level administration and computer skills (writing, filing, tracking and organizing)
Able to multi-task and remain organized with a high attention to detail and professionalism
Highly polished phone mannerism and articulate email etiquette
Proficient knowledge of Microsoft Word, Excel and Outlook
Experience using Opera PMS an asset.
Flexible hours; must be able to work all shifts including days, evenings, weekends, and holidays
Great knowledge of Kelowna area and local events/activities an asset
Perks
Staff accommodation options available
Extended health and dental benefits
Employee discounts on accommodations, dining and more at our sister properties (Eldorado Resort, Hampton Inn & Suites Kelowna Airport, Four Points Kelowna Airport, and Home2Suites Fort St. John)
An excellent work environment, with a focus on staff recognition and teambuilding
Room for growth and development
Don't miss this exciting opportunity to join our Eldorado Resort family!