Reservation Lead Agent

Niagara Falls-based Canadian Niagara Hotels Group of Companies is one of Canada’s largest and most successful diversified entertainment businesses, with more than 2500 talented professionals spread across its various Hotels, Spas, Conference Centres, Restaurants, Craft Brewery and Distillery, Indoor Waterpark, City Touring, Entertainment and Specialty Retail businesses - with more to come! We are home to world-class brands including Marriott, Sheraton, IHG, Morton’s, Milestones, Hard Rock Café, Rainforest Café, Hershey and Starbucks - to name a few. Regardless of what business or role you start with, career development opportunities and rewards are endless for people delivering exceptional guest satisfaction and attaining business results.

Overview

We are seeking a proactive and experienced Reservation Lead Agent to join our Lead Team in overseeing the daily operations of our Reservation department. The role involves collaborating with the Reservation Supervisor and fellow Team Leads to achieve departmental goals. Flexibility in work hours, including evenings, weekends, and holidays, is required. The ideal candidate will possess exceptional leadership skills, strong attention to detail, and the ability to communicate professionally and efficiently.

Responsibilities:

· Support the smooth functioning of the reservation department.

· Assist Reservation Agents by providing technical assistance and guidance to enhance customer satisfaction and meet performance targets.

· Make, confirm and cancel reservations for multiple properties.

· Handle escalated customer inquiries or issues efficiently as needed.

· Communicate with other departments to optimize reservation processes and customer satisfaction.

· Assist with departmental training to provide ongoing learning and development opportunities.

· Foster a positive team environment that promotes productivity and high quality work.

Requirements:

· Demonstrated experience in a customer service or reservation role with a focus on teamwork and support.

· Strong leadership and communication skills with ability to work with minimal supervision, co-operatively within a team setting.

· Excellent problem-solving abilities with the capacity to handle escalated situations calmly.

· Ability to multitask, prioritize, and manage time effectively.

· Flexibility to work in a dynamic, fast-paced environment, including evenings, weekends, and holidays.

· Proficiency in Microsoft Excel and Google Sheets is preferred

· Working knowledge of Marsha, Lightspeed, Opera, RoomKey or Five Star Hotel Systems as well as Smartsheet is an asset.

To learn more about Canadian Niagara Hotels Group of Businesses or view other current and future job opportunities please visit CNHCAREERS.CA

We also understand that diversity includes people with disabilities who might require reasonable accommodation in order to fully participate and contribute to their full capabilities or candidates for employment interested in reviewing or receiving information pertaining to careers at Canadian Niagara Hotels. This includes being able to fully participate in the Resort’s candidate selection process, including personal interviews in many circumstances, wherever possible and practical.

Job Type: Full-time

Job Type: Full-time

Salary: From $18.00 per hour

Benefits:

• Extended health care
• Life insurance
• On-site parking

Schedule:

• Evening shift
• Holidays
• Monday to Friday
• Weekends as needed

Work Location: In person