Reservations Specialist

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!

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. 

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

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