Service Associate – Reservations Agent (158367) – Shangri-La Hotels – Toronto, ON

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Make the most positive impact on guest experiences throughout all aspects of their reservation process and their stay, maximizing Colleague, Guest and Owner satisfaction.

Demonstrate a high degree of identity and strives to provide a 5 diamond/5 star experience to guests, providing Shangri-La hospitality from caring people.
Provide a 5 diamond/5 star experience to guests and sets a positive example for Colleagues in providing Shangri-La hospitality from caring people.
Ensure compliance to all hotel policies, standards and core practices.
Maintain positive internal and external relationships, familiarity with local venues, attractions, restaurants, events, and Shangri-La hospitality standards.
As true service Ambassador, meets service expectations proactively, promptly, professionally, with genuine care to attention and detail.
Actively demonstrate teamwork, safe work practices, and open communication, accuracy in transactions, respect, sincerity, helpfulness, courtesy and humility.
Handle in-coming reservations calls.
Works with Service Centre in assisting in general calls from external and internal guests.
Provide accurate occupancy forecasts, implement yield management procedures, monitor availability dates, close-out unavailable dates, close individual room and rate categories to maximize the average rate.
Compile and distribute relevant reports to appropriate departments as required, and ensure follow-through with all revisions, cancellations, special requests for group bookings and individual reservations.
Ensure compliance to all hotel policies, standards and core practices.
Take full charge of the arrival report and the accuracy of it.
Ensure effective and efficient reservation and distribution, loading of group, negotiated and promotion rates, and works closely with the Sales team.
Ensure that shop call scores are high for higher conversion rate by training GHAS effectively.
Ensure all calls, e-mails, faxes and any other duties related to reservations and distribution are answered and resolved in timely fashion.
Maintain and update guest profiles, ensure that all guest information is up-to-date and correct, under guidance and supervision of Central Reservations Manager.
Responsible for the FFP program, running daily and monthly reports, and maintain the integrity of the mileage credit data, under guidance and supervision of the Central Reservations Manager.
Undertakes other ad hoc related responsibilities, as required.

The following is considered mandatory for this position:

Service Excellence – Genuinely warm presence especially over the telephone, friendly, sincere and outgoing nature, leading by positive example to strive for service excellence.
Analytical and detail oriented – Analytical skills, highly organized with exceptional attention to detail.
Functional expertise – Shangri-La operational elements, and operates within established core practices, policies and procedures.
Financial acumen – Demonstrates financial acumen, including metrics, financial analysis, understanding of financial models and analytical tools.
Communication – 100 % fluency in English – verbal and written communication.
Decision-making and problem solving – Responds promptly and reasonably when making decisions, ultimately ensuring successful problem resolution.
Emotional maturity – Internally proud, outwardly gracious and humble.
Ethical conduct and responsibility – Sets a positive example and fulfills responsibilities with the highest integrity, ethics and professionalism.
Technology proficiency– Fully competent with current Windows based programs, MS Office Products (Word/Excel/Access/Outlook/Power Point/Project), hotel reservations systems, sales contact management systems, e-travel market (internet and third party sites) and property management systems.

Shangri-La hotel, Toronto is compliant with its obligations under the Accessibility for Ontarians with Disabilities Act, 2005, and will provide reasonable accommodation in the application and interview process for this position upon request.


Minimum 2 years previous work experience in a similar capacity with an international world-class hotel, or comparable experience with key competitor.
Highly familiar with Toronto Accommodation market.
Must be available to work nights, weekends, and/or holidays.
Must be eligible to work in Canada.

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