Falls Avenue Resort

  • Reservation Lead Agent

    Job Status Type
    Future Opportunity
  • Overview

    This position is responsible for ensuring the smooth and efficient operation of Central Reservations.


    Assist the Central Reservations Manager and Supervisor in ensuring courteous and quality sales and customer service is provided by providing call coaching, guidance and support to Reservations Agents in maximizing their sales effectiveness. Assist on the telephone as required. Coordinate break schedules so as to maintain excellent customer service. Respond to all faxes and reservations paperwork and prepare reservations report.


    • Commitment and passion to maximizing guest satisfaction in each stage of the guest experience, particularly as they pertain to exceptional standards of friendly, courteous telephone etiquette
    • Excellent interpersonal and communication skills when dealing with guests both internally and externally
    • Excellent job knowledge of all aspects of Central Reservations policies and procedures
    • Willingness/enjoyment to attend to the needs of others
    • Demonstrate the ability to maintain professional composure at all times, while performing multiple tasks among, multiple guests/multiple. items/products
    • Employ persuasion and influence to initiate and/or resolve matters
    • Demonstrate professional telephone manners
    • Excellent problem-solving and decision-making skills
    • Excellent keyboard/data inputting skills
    • Assist with daily supervision of Reservation Agents
    • Demonstrate the ability to work cooperatively within a team setting to anticipate and assist to another Associate’s guest’s needs
    • Excellent organizational and time management skills and the ability to work under pressure.
    • Outstanding attention to detail - in properly identifying guest’s needs, demeanour, and level of required service attention
    • Demonstrate highly effective conversational/persuasion/influencing skills
    • Demonstrate sales ability by effortlessly recommend/ persuade/up sell hotel rooms to guests in order to maximize both the guest experience and hotel revenue
    • Demonstrate verbal comprehension ability (i.e. assist guests in booking hotel rooms, as well as coaching other agents with calls in order to increase guest satisfaction during stay/visit)
    • Assist Agents with difficult and problem calls and emails and take over calls and emails whenever necessary, or escalating calls when necessary
    • Ability to work independently with minimal supervision as well as cooperatively within a team setting
    • Must be proficient with Windows, Word and e-mail applications and also be familiar in learning new technology
    • Ability to quickly respond to changing work volume with high-energy level and speed
    • Must be able to work all shifts including days, afternoons, evenings, weekends and all holidays


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