Guest Service Specialist, Reservations

Start Dates: Training in April 

Work Hours: Seasonal, Full-time or Part-time

Location: Downtown Vancouver

Wages: Competitive hourly wage + commission

At Gray Line Westcoast Sightseeing, our Contact Centre is the heart of our Guest Services Team and we’re looking for individuals with guest focused personalities, sharp attention to detail and who love sharing Vancouver with the world! Our Guest Service Specialists facilitate the promotions, sales and booking of our tours and products through phone and email, from our Downtown Vancouver office.

• Accurately selling and booking tours and experiences for guests, our street team, hotel concierges and tour operators through our online reservation system

• Maintaining comprehensive telephone coverage 

• Responding to enquiries for tour information via phone and email

• Professional phone and email etiquette while maintaining brand consistency

• Providing a high level of personalized guest service and establishing a rapport with hotel affiliates, front desk agents and tour companies

• Assisting the marketing team with answering social media general enquiries and online reviews

• Follows through on guest inquiries, requests & complaints to the satisfaction of the customer

• Elevates customer service issues to management as required

• Completes daily cash outs and records tour information for accounting

• Keeps up to date with current tour details, schedules, pick up times & hotel locations

• Works with other team members and management to prevent & solve issues as they arise

• You have previous experience working in a sales/customer service environment

• You can work a flexible schedule and are available to work evenings, weekends and holidays

• You have a pleasant and professional phone manner, possessing superior customer service skills

• You bring excellent interpersonal and active listening skills

• You possess excellent verbal and written communications skills

• You have administrative, problem solving, attention to detail, and time management skills 

• Post-secondary training or work experience in tourism or hotel management is an asset 

• You have in-depth knowledge of Vancouver, Whistler and Victoria

• You have familiarity with online booking engines (not required but a bonus!)

• Are proficient in Microsoft Office

• Ability to work effectively both independently and as part of a team 

• Paid training

• Free admission + discounts for you and guest to over 90 attractions through the Tourism Privilege Pass

• Central downtown Vancouver office with easy access to all transit routes

• Internal and external recognition programs for fun awards and prize opportunities

• Invitations to VIP tourism industry events, networking opportunities and familiarization tours

• The little things like free tea, coffee, hot chocolate and water (available in-office)