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Sales & Marketing - Reservations Agent

5920 River Rd, Niagara Falls, ON L2G 3K9, Canada Req #14
Tuesday, January 29, 2019
Hornblower Niagara Cruises is Canada’s ONLY boat ride to the mighty Niagara Falls.

At Hornblower Niagara Cruises, we have a team of amazing people who work together to create memorable and lasting experiences for our guests who visit us from all over the world.  Our commitment to quality, safety and the environment is reflective in everything that we do!  If you are an enthusiastic team player who thrives in a work environment where communication, creativity and cooperation are encouraged, we may just have the opportunity for you!
Position Overview:
The Reservation Agent is responsible for providing guests with a level of service that anticipates their needs and exceeds their expectations by determining client requirements.

 Essential Duties and Responsibilities:

  • utilize a computer utilizing web, social media, mobile applications, email or chat applications and or support customers using these applications
  • demonstrated sales or service experience in a service-oriented or call centre environment, with a professional phone manner
  • demonstrated success in resolving a wide range of guest situations while working in a diverse yet structured environment
  • ability to follow through on commitments while maintaining flexibility with assignments and scheduling needs 
  • ability to multi-task in a fast paced environment, ability to provide product information, using sales skills to multiple guests simultaneously and maintain productivity goals of the department
  • ability to express creativity, work independently, be a self-starter and communicate in a conversational manner that promotes dialogue and establishes rapport
  • determines the needs of the customer by working with them
  • answers inquires by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
  • fulfills requests by clarifying desired information; completing transactions; forwarding requests
  • process all reservation requests, modifications and cancellations received by phone, email, fax and all other sources
  • assists Group Sales with reservation requests, modification, and cancellations received by phone, email, fax and all other sources
  • completes all other duties as assigned


  • O.S.S.D. or equivalent as recognized by the Ministry of Education 
  • minimum of 1 year experience working in a service-oriented environment, preferably in call centre in the hospitality industry
  • excellent verbal and communication skills
  • proficient with computers and excellent working knowledge of Microsoft Office programs
  • ability to remain calm under pressure while working in a fast-paced environment
  • excellent organizational, analytical and troubleshooting skills
  • knowledge of another language in addition to English is preferred
  • knowledge of the Niagara Region is preferred
Hornblower Niagara Cruises is an equal opportunity employer and we will accommodate your needs under the Canadian Charter of Rights and Freedom and the Ontario Human Rights Code.  Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested.  Should any applicant require accommodation through the application or interview processes, please contact Human Resources at 905-394-3108 for assistance.  

We welcome all applicants, however only those selected for an interview will be contacted. 

Other details

  • Pay Type Hourly
  • Employment Indicator Seasonal
  • Travel Required No
  • Required Education High School
  • 5920 River Rd, Niagara Falls, ON L2G 3K9, Canada