Call Center Agent

The Role : This position is based at the Pomeroy Corporate Office in Downtown Calgary. You will be required to work weekday and weekend shifts that could be morning, afternoon or evenings. As a Call Center Agent, you will be an important member of a team that creates an atmosphere of exceeding guest expectations, every shift. Your role is vital in determining what impression the guest has of the Pomeroy Kananaskis Mountain Lodge and the Kananaskis Nordic Spa. Our top candidate will have strong organizational skills along with the ability to manage multiple tasks, delivering quick decisions while maintaining an efficient and safe workplace. Onboarding and training will be required for your first couple of days, onsite in Kananaskis, at the Pomeroy Kananaskis Mountain Lodge. To be considered for this role, you will have previous experience working as a Call Center / Reservations Agent or Front Desk Agent, ideally in a similar setting. Our top candidate will be self-motivated and have excellent organizational, technological and interpersonal skills. You will be required to complete a typing test in the interview process. Job Duties: Handle all guest calls regarding reservations, rooms, dining, Kananaskis Nordic Spa and general inquiries. Responsible for handling incoming and outbound calls, inquires, emails and guest correspondence. Qualify and upsell reservations where appropriate to achieve hotel and individual financial goals. Cross-sell Spa & Hotel bookings. Set up comments, details and billing for all transient reservations. Record and document guest information, interactions, and transactions accurately. Ensure packages, VIP and special attention guests are taken care of. Continuously update knowledge to effectively address guest inquiries. Adhere to Pomeroy’s policies, procedures, and PCI compliance standards. Participate in training sessions to enhance product knowledge and sales skills. Process deposits. Employment Experience and Educational Requirements: Knowledge of Opera PMS, Chorum Cloud and Empower reservation systems is an asset. Able to manage tasks independently with attention to detail and customer service focus. Able to take initiative and solve problems. Knowledge of Kananaskis, Hotels and surrounding area is an asset. Professional phone manners and communication skills (verbal and written). Strong interpersonal skills and the ability to build rapport with diverse guests. Results-driven with a focus on meeting and exceeding sales targets. Competency in basic computer skills along with the ability to type 35-40 words per minute. Business or Hospitality degree an asset. Amazing Work Perks: Personal days: 5 per year after 90 days of continued full-time employment Food and Beverage discounts at ALL 6 of our dining outlets Growth and development opportunities, both personal and professional Onsite newly-renovated staff accommodations which include a residence convenience store and employee gym One meal per day in our employee cafeteria (taxable benefit) Discounts on activities offered through our Activities Committee: Skydiving, Yoga, rafting, to name a few Shuttle access to Calgary and Canmore Health and Wellness benefits (some restrictions may apply) Vacation is accrued starting on your first day of work at a rate of 4% of your earnings Marriott Destinations membership providing you with discounted room rates and food and beverage discounts at any of Marriott’s chain of hotels Discounted access to our Nordic Spa Discounted Ski Pass and Golf rates* Kananaskis Parks Pass*