Reservation Specialist – Boutique Hotels

About the role

The Reservation Specialist supports guest bookings for the Loden Hotel and Arden Hotel, two boutique properties in downtown Vancouver. Reporting to the Director of Guest Operations, the role ensures accurate reservations, personalized service, and smooth coordination with internal teams.

Key responsibilities

• Manage guest reservations and operate the property management system (PMS) in line with hotel standards.
• Respond to phone and email inquiries, assisting guests with booking, modifying, or canceling reservations.
• Provide accurate information on room types, rates, amenities, and hotel events.
• Integrate online bookings into the PMS and verify reservation accuracy.
• Promote hotel services and amenities, and securely record guest details and payments.
• Maintain group blocks, coordinate with Accounting for commissions and deposits, and support group billing reconciliation.
• Liaise with travel agencies, corporate clients, and individual guests to confirm and manage bookings.
• Address and resolve guest concerns related to reservations with professionalism.

Required profile

• High school diploma or post‑secondary education.
• Minimum three years of hospitality or customer‑service experience.
• Strong verbal and written communication skills.
• Excellent attention to detail and ability to multitask in a fast‑paced environment.
• Highly organized, calm under pressure, and capable of problem‑solving.
• Experience with group bookings is an asset.
• Multilingual abilities are a plus.
• Flexible availability, including weekends, holidays and peak periods.
• Valid driver’s licence and ability to lift items up to 23 kg.

Required skills

• Proficiency with Property Management Systems (PMS).
• Microsoft Office Suite.