Reservations/PBX Agent

At InterContinental® Hotels & Resorts our role is to put the glamour into international travel. That’s where you come in. When you’re part of the InterContinental Hotels & Resorts brand you’re more than just a job title.

At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.

Be yourself and at the centre of it all. Located in the heart of the entertainment and business districts in downtown Toronto, InterContinental Toronto Centre currently has an opening for a part time Reservations/PBX Agent.  If you are passionate about hospitality and take pride in offering exceptional service, we would love to have you be a part of the IHG team!  Our colleagues continue to aim higher and show they care about our guests and each other to ensure we achieve our goal of creating great hotels guests love.

• Operate the PBX switchboard and answer internal and external calls.      Provide guest service.
• Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards and scripts using the hotel’s reservations system; process reservations from the sales, reservations centers or travel agencies/wholesalers.      Designate and apply appropriate travel agency commissions.
• Up-sell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible.  Suggest alternate dates for sold-out periods.
• Process cancellations, revisions and information updates on changes; process guest reservation requests for other hotels within the reservations system.
• Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.
• Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting.  Complete daily logs according to established procedures.
• Respond appropriately to guest complaints.      Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Promote teamwork and quality service through daily communications and coordination with other departments.  Notify sales of any group bookings.
• May assist with other duties as assigned such running daily reports, e.g. the cancellation, booking, or arrival reports.

InterContinental Toronto Centre is an inclusive employer dedicated to building a diverse workforce.  We are committed to providing accommodations throughout the recruitment and selection process for any qualified applicants under the respective provincial human rights codes.  Please advise the Recruiter to ensure your accessibility needs are accommodated. Any information received relating to accommodation will be addressed confidentially.