At Fairmont Jasper Park Lodge, all guest service has the potential to create a lasting memory when it is delivered with warmth and sincerity. Be an ambassador for our brand as a Central Services Agent, where the engaging and anticipative service you provide over the telephone will make our guests feel valued and reflect the exceptional hotel experience to come.

Rate of Pay: Starting at $18.15 per hour. Full rate after one year is $20.35 per hour.

What will you be doing:

Reporting to the Royal Service & Reservations Manager, responsibilities and essential job functions include but are not limited to the following:

  • Follow Front Office policies, procedures and service standards
  • Ensure all external and internal guest/colleague inquiries and concerns are answered promptly and professionally either by telephone or the radio system
  • Respond to all Room Reservation, Rate Offering and Hotel Information inquiries promptly and professionally via telephone, fax and/or E-mail
  • Reserve hotel accommodations for guests in the Leisure, Business Travel, Convention/Association, Corporate Meetings and Wholesale (FIT & IMM) market segments
  • Accurately record all required reservation information in the Central Reservations System (AccorLiveFRSReservations) and/or the Property Management System (Property Manager).
  • Review and update reservations interfacing between the CRS and PMS
  • Ensure reservation confirmations are issued promptly and accurately
  • Monitor and review Waitlisted Reservations to help maximize Room Revenues
  • Provide support to our colleagues at Fairmont Global Reservations Centre
  • Monitor and track special promotions and communicate information to various operational departments
  • Ensure all paperwork and confirmation letters are filed on a daily basis
  • Complete quality control checks for all upcoming reservations
  • Take ownership of the callers’ request and ensure follow up according to hotel’s standard
  • Process and distribute all guest messages, guest wake-up calls and all incoming faxes
  • Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
  • Maintain and monitor ‘Royal Service” software
  • Ensure guest requests are assigned to appropriate departments and followed up in a timely manner
  • Monitor the fire computer and fire phone, and inform Security Department of all emergencies while following appropriate emergency procedures
  • Book daily excursions, golf tee times, dining reservations and all other guest activities as required
  • Serve as a liaison for Guests requiring information relating to all aspects of the hotel
  • Handle and distribute faxes, voice messages and written messages for internal and external Guests
  • Have full knowledge of the hotels emergency procedures
  • Adhere to the hotel’s vehicle handling and safety policies while driving hotel vehicles
  • Follow all safety and sanitation policies
  • Other duties as assigned

Your experience and skills include:

  • Computer literate in Microsoft Window applications required
  • Minimum 1 year Front Office, Reservations or Sales experience an asset
  • Good knowledge of hotel facilities and previous Property Manager, AccorLiveFRSReservations, FH&R Intranet and Microsoft Office applications experience an asset
  • Must be willing to work shifts (incl. Night shifts)
  • Computer and typing skills, approximately 40 words per minute
  • Must possess professional telephone etiquette and have an excellent command of the English language
  • Must possess excellent organizational, written and verbal communication skills
  • Strong interpersonal and problem solving abilities
  • Highly responsible & reliable
  • Ability to work well under pressure in a fast-paced environment
  • Ability to work cohesively with fellow colleagues as part of a team with minimum supervision
  • Ability to focus attention on guest needs, remaining calm and courteous at all times

Your team and working environment:

  • Fast-paced, upscale, luxury hotel
  • Close proximity to Marmot Basin Ski Resort in winter and world-renowned hiking trails in summer
  • Hospitality employees worldwide making this a great place to develop lifelong connections
  • Sitting: 5-8 hrs/day
  • Walking: 0-3 hrs/day
  • Standing: 0-3 hrs/day
  • Bending/Reaching: 0-3 hrs/day
  • Pushing/Pulling: 0-3 hrs/day
  • Physical effort: low, required to lift up to 30lbs
  • Environmental stress: busy atmosphere

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for AccorHotels?

We are much more than a world leader. We are more than 250,000 hoteliers with a purposeful and heartfelt mission: to make every guest Feel Welcome in our 4,500 addresses and on our digital platforms. We are committed to a culture and guided by our values that make our talent Feel Valued. We want them to express their passions every day and realize their full potential through exemplary professional development and growth opportunities, enjoying a life filled with unlimited experiences.

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