THE PROPERTY
Lake Louise Inn is a full-service hotel with 247 guest rooms and suites surrounded by soaring pines and sweeping mountain views, nestled among the snowy peaks of Banff National Park and is part of a UNESCO World Heritage Site.
Lake Louise Inn is dedicated to ensuring each position in the company is treated equally and with the utmost importance. We value the diversity of our employees and want each of them to experience a welcoming atmosphere that delivers respect, compassion and professionalism. We believe that diversity creates memorable experiences every day for both our staff and guests during their time at Lake Louise Inn.
WHY US?
- Full Time Team Members receive subsidized, furnished, private room with internet, cable and utilities included.
- Live, Work & Play in one of Canada's more iconic settings within Banff National Park.
- Daily shift meals in our newly renovated staff cafeteria (taxable benefit).
- Use of onsite fitness facility, mini golf course, heated pool and whirlpools.
- Subsidized Gym Membership & Fitness classes at local recreation centre.
- Group Benefit Plan (Health, Dental, Vision) offered at 4th month of employment for Full Time Team Members.
- Employee travel program with preferred room rates at Atlific Hotels.
- Discounts on Food & Beverage at 3 onsite restaurants.
- Be part of a culture that believes in developing talent & promoting from within.
- Summer Incentive Bonus Program & Annual Ski Pass Reimbursement Program.
SUMMARY:
Under the direction of the Rooms Inventory Manager, the Reservations Agent is responsible for the accurate and timely management of hotel reservations, inventory updates, and guest booking inquiries. This role plays an important part in supporting hotel revenue performance by ensuring reservations are processed accurately, inventory is maintained correctly, and guests receive exceptional service throughout the booking process.
The Reservations Agent works closely with the Rooms Inventory Manager, Front Office, Sales, Accounting, and other departments to support effective inventory management, rate strategies, and a seamless guest experience.
RESPONSIBILITIES:
- Respond to guest inquiries by phone, email, and online channels, providing accurate information regarding room availability, rates, packages, and hotel offerings.
- Process individual reservations accurately, including guest details, payment information, special requests, preferences, and applicable documentation.
- Provide exceptional guest service while identifying opportunities to upsell room upgrades and value-added options whenever possible.
- Maintain accurate reservation details, including notes, fees, taxes, billing instructions, payment details, and guest requests.
- Handle reservation cancellations, modifications and no-show processes in accordance with hotel policy
- Ensure all reservations are properly entered, updated, and maintained within the hotel's Property Management System.
- Manage and monitor reservations received through Online Travel Agencies (OTAs), including Expedia, Booking.com, and other distribution channels.
- Reconcile reservations between OTA platforms and hotel systems to ensure accuracy and prevent discrepancies.
- Handle reservation cancellations, modifications and no-show processes in accordance with hotel policy.
- Assist with maintaining accurate room inventory, availability, rates, restrictions, and booking controls as directed by the Rooms Inventory Manager.
- Support the implementation of revenue management strategies, including rate changes, blackout dates, room restrictions, and inventory adjustments.
- Prepare and distribute daily On-The-Books reports and assist with reservation reporting as required.
- Ensure all Frequent Independent Traveller (FIT) reservations are accurately processed, including contracted rates, billing arrangements, routing instructions, meal vouchers, and special requirements.
- Coordinate reservation information and required documentation with Front Desk teams to support smooth guest arrivals and billing processes.
- Assist Sales and Accounting departments with reservation records, audits, billing accuracy, and reporting requirements.
- Maintain strong communication with operational departments to ensure guest expectations and hotel requirements are properly captured.
- Flexibility to cover other functions within the department such as Front Desk.
- Other duties as assigned by the Rooms Inventory Manager and Front Office Manager.
QUALIFICATIONS:
- 2–3 years of experience in hotel specific reservations, front office, or guest services preferred.
- Hospitality education or equivalent industry experience considered an asset.
- Experience with Opera Cloud PMS or similar Property Management Systems considered an asset.
- Experience with online booking platforms and reservation systems considered an asset.
- Strong attention to detail with excellent organizational and recordkeeping skills.
- Exceptional communication and customer service skills.
- Ability to manage multiple priorities while maintaining accuracy in a fast-paced environment.
- Strong computer skills with the ability to learn new systems and software quickly.
- Fluent in English; French and additional languages considered an asset.
- Ability to work collaboratively with multiple departments and support changing operational needs.
- Availability to work occasional evenings, weekends, and holidays as required by hotel operations.
- Willingness to relocate. Housing is available with a rental subsidy.
Pay: $21.25-$23.25 per hour
Benefits:
- Company events
- Discounted or free food
- Employee assistance program
- Extended health care
- On-site gym
- On-site parking
- Paid time off
- Wellness program
Work Location: In person
