Group Reservation Agent – Skylon Tower

The Skylon Tower, one of Niagara Falls’ most renowned attractions, is seeking a professional and customer-focused Group Reservation Agent to join our Sales & Marketing team. This role is ideal for an organized, detail-oriented individual who excels in hospitality and enjoys supporting memorable guest experiences.

Position Overview

Reporting to the Director of Sales & Marketing, the Group Reservation Agent is responsible for managing group inquiries, coordinating reservations, and ensuring a seamless experience for all group bookings. This role requires exceptional communication skills, strong organizational abilities, and a proactive approach to client service.

Key Responsibilities

• Respond promptly and professionally to inquiries via phone, email, and in-person interactions.
• Prepare proposals, contracts, and follow-up communications for prospective clients across various markets.
• Initiate pre-arrival communication with groups to confirm essential details, including billing information, meal counts, arrival schedules, and VIP needs.
• Coordinate with internal departments to ensure all group requirements are fully addressed and executed.
• Conduct site tours for walk-in clients and provide accurate information regarding Skylon Tower facilities and services.
• Maintain up-to-date sales materials, including menus, sales kits, brochures, and other departmental resources.
• Prepare, organize, and maintain detailed group files.
• Assist with month-end reporting and provide additional reports as requested by the Director of Sales & Marketing.
• Convert incoming leads from online platforms, market contacts, phone inquiries, and new or returning clients.
• Assess client needs and recommend additional services or products that enhance their experience.
• Support the Sales team with internal duties and off-site activities as required.
• Prepare and distribute sales productivity and group segment reports.
• Perform additional duties as assigned by the Director of Sales & Marketing and Senior Sales Coordinator.

Qualifications

Education

• High school diploma required.
• Post-secondary education in hospitality, tourism, or a related field is preferred.

Experience

• Minimum 1 year of experience in hospitality or tourism.
• Experience in travel or tourism sales is considered an asset.

Skills & Competencies

• Strong attention to detail and effective problem-solving abilities.
• Excellent communication and interpersonal skills.
• Self-motivated individual with a positive, sales-oriented mindset.
• Ability to work independently as well as collaboratively within a team.
• Proven ability to build and maintain client relationships.
• Proficiency in Microsoft Office and the ability to navigate various software programs.
• Professional appearance and conduct at all times.
• Ability to prioritize tasks and manage multiple responsibilities efficiently.

Working Conditions

• Requires periods of standing, walking, and sitting.
• Typical work shifts range from eight to ten hours per day, up to six days per week.
• Occasional overtime may be required.
• Must be available to participate in client events that may occur outside standard business hours.

Performance Expectations

• Timely and accurate management of inquiries and reservation processes.
• Effective execution of the sales process to ensure positive guest experiences and feedback.
• Demonstrated sound judgment and decision-making capabilities.
• Professional and cooperative working relationships with colleagues, clients, and partners.
• The Group Reservation Agent is entrusted with confidential company and client information and is expected to maintain discretion at all times.

Skylon Tower is an equal opportunity employer committed to an inclusive and accessible workplace in accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA), and applicable employment standards. We encourage applications from all qualified candidates and will provide accommodation throughout the recruitment and selection process upon request. We may use technology-assisted tools, including artificial intelligence, to support aspects of hiring in a fair and lawful manner, with human oversight maintained at all times. All candidate information is kept confidential and used solely for hiring purposes.