Reservations Agent II - Seasonal, Part-Time ( May - October )

Recognized as one of Top 21 Iconic Hotels in the World by National Geographic Traveler magazine, honoured with Travel + Leisure Magazine’s World’s Best Award for Top 10 City Hotels in Canada, and awarded Best Historic Hotel in the Americas, Fairmont Empress is located in Victoria, BC overlooking the city’s sparkling Inner Harbour.

This Forbes Recommended, Four-Star property offers 431 beautifully appointed guest rooms and suites, Willow Stream Spa with signature West Coast experiences, Q at the Empress Restaurant featuring Pacific Northwest cuisine and award winning wine list, and Q Bar with its regionally focused cocktail culture was recently named to Canada’s 50 Best Bars list. World famous Tea at the Empress is a bucket list experience in the hotel’s sophisticated Lobby Lounge. Located on Vancouver Island, Canada’s Castle on the Coast is the ideal starting point to explore British Columbia’s stunning natural beauty.

RESERVATIONS AGENT II

What is in it for you: 

Employee benefit card offering discounted rates at Accor properties worldwide 

• Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver 
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world! 
• Complimentary meal during your shift through our Colleague Dining Program 
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Competitive hourly wage starting between $ 24.87 - $ 28.43

What you will be doing:

• Using professional and service-oriented sales techniques, book Food & Beverage outlets reservations and guestrooms, to maximize hotel revenue and the guest experience for both internal and external guests through email, telephone and face-to-face encounters
• Promote, co-ordinate and sell resort and family activities as advertised within the hotel, for both internal and external guests
• Assist guests with their entire resort experience, including transportation suggestions, activities and local attractions
• Utilize appropriate software programs to create and execute group, tour and individual bookings for all market segments
• Prepare professional written correspondence for distribution to guests, travel agents, booking agents  and others as required 
• Prepare rooming list reports and other related reports as requested by Hotel departments .
• Conduct Food and Beverage administrative tasks: bookings, preparation of F&B contracts, pre-arrival calls for F&B guests and co-ordinating F&B group reservations
• Record all details on reservations and correctly flag action items; follow up with other departments to ensure delivery of Hotel’s promised services.  Conduct periodic checks to ensure accuracy of reservation information in Hotel Reservation information systems
• Keep abreast to hotel communications to ensure that all information provided for guests is accurate and up to date
• Co-ordinate the pre-arrival portion of transient guest packages. Confirm details with the guests, communicate with third party vendors, ensure all aspects are professionally handled with both the guest and operation needs in mind.  Conduct pre-arrival calls for non-packaged hotel guests, as required.
• Assist Reservations Team Leader in training new Restaurant Manager users
• Assist the Reservations department with all market segment reservations 
• Assist the F&B Sales Manager, as directed, with promotions, planning and organization of special events, festive season activities, and tracking of other sales initiatives
• Assist Group Co-ordinator and/or Tour Co-ordinator with group, convention and tour bookings, for both rooms and Food and Beverage
• Perform other duties as assigned

Your experience and skills include:

• High School Diploma with one-year recent experience as a Reservation Agent in a luxury hotel or equivalent education, training, experience in a luxury travel environment
• A typing speed of 45 words per minute
• Comprehensive knowledge of the Fairmont Empress’ guest services, Room products, F&B products – i.e. menu content, special features and current operational parameters
• Comprehensive and current knowledge of local attractions, events, restaurants and transportation
• Fluent English language skills; both written and verbal. Ability to communicate in a professional business manner, both verbally and in writing
• Commitment to provide excellent service and exceed guests expectations with a history of providing exceptional guest service
• Demonstrated ability to work well individually and as a part of a team
• Demonstrated ability to work well with minimal supervision
• Ability to effectively problem solve and make decisions in a personable and confident manner
• Ability to manage and execute multiple tasks within strict deadlines

Physical Aspects of Position (include but are not limited to): Frequent standing and walking, Frequent bending and kneeling, Frequent carrying and lifting

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

Your team and working environment: Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds – where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

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

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS