Reservations Agent- Chelsea Hotel - Toronto

As Canada's largest hotel with 1,590 guest rooms, and the friendliest Hotel in Toronto, the Chelsea Hotel, Toronto, is centrally located and just steps from the city's best shopping districts, world-class theatres, vibrant nightlife, and exciting attractions. A full-service urban resort, the Chelsea Hotel has room types to suit everyone, and the hotel offers different dining options, separate adult and family recreation areas and pools – including the "Corkscrew" - downtown Toronto's only indoor waterslide. As a premier family destination, the hotel offers a full range of services including the Family Fun Zone, Kid Centre and Club 33 Teen Lounge. The Chelsea Hotel, Toronto is an independent property as part of the Langham Hospitality Group’s international portfolio of hotels and resorts. The Chelsea is proud to be honoured with the Accessible Tourism Award with the Travel Industry Association of Ontario and the Humanitarian Award with the Hotel Association of Canada.

 

Key Result Areas

My Guest

• Answer all incoming calls according to call handling standards.  Ensuring we exceed callers expectations with service by being welcoming and engaging. 
• Provide callers with accurate information regarding the facilities, rates and availability of accommodation within the hotel.
• Answer email inquiries from potential guests and colleagues.
• Correspond and maintain relationships with 3^rd party clients
• Follow Call Quality Standards/Chelsea Hotel call script.

My Product

• Sell accommodation, packages and services of the hotel to callers and maintain a conversion rate in accordance with department standards.
• Maintain current knowledge of the hotel, packages, specials and promotional rates.
• Maintain set call quality levels.

My Colleague

•  Communicate creative and effective ways to improve service levels.

My Chelsea

• Comply with Chelsea policies and procedures. Be aware and comply with any procedural changes.
• Produce daily reports as needed. (i.e. revenue sheets, denials, kid count)
• To complete any projects as required by the Manager. (i.e. daily task sheet)
   

Academic and Working Qualifications

Working Experience

•            Previous sales/reservations/call Centre experience an asset Knowledge

•            Strong keyboard and computer skills 

Soft Skills

•            Strong communication skills 

•            Be personable, friendly, and a team player 

•            Comfortable communicating to guest through e-mail and telephone 

Education

•            Education in hospitality and tourism an asset

Language

•            Excellent written and verbal communication skills essential.

•            Must be proficient in English and at least one other language

Physical Requirements

•            Must be able to work weekends and evenings 

•            Must be able to speak, listen, sit, and type for prolonged periods of time

The Chelsea Hotel, Toronto is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, aboriginal peoples and persons with disabilities. As per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA), Chelsea Hotel, Toronto will accommodate the needs of applicants with disabilities throughout all stages of the selection process.  If you need accommodation during the recruitment process, please advise your Talent Acquisition representative.

For more information about the property, please visit: https://www.chelseatoronto.com/en/