You love being organized and helpful, friendly and efficient and training/supervising a team of reservations agents to do the same comes second nature to you. In the role of Centralized Reservation Manager you get to do all that as the department handles hotel room reservations requests for our guests so that the six Canadian hotels can maximize occupancy. In this position you will share information about the hotels, the surrounding areas, special events, and -- if needed -- work with the guest to meet special requests/needs. In the role of Centralized Reservations Manager, you will:
- Be a First Point of Contact -- often your department will be the first to speak to potential guests, so your team needs to present a professional demeanor and have the ability to handle requests promptly and accurately. You will be the communication hub for your team including Guest Services and Sales so they are always "in the loop".
- Be a Systems Expert -- this role measures the reservations and other hotel systems throughout the day, so needs to be very computer literate so information is shared as efficiently and accurately as possible. Assisting with revenue management may be an important part of your job.
- Be an Expert Tracker -- who does and does not show up for their reservation; room availability; wait listed guests; alternative arrangements for close out dates; filling and blocking rooms; communicating challenges or anticipated difficulties to those who need to know -- you are responsible for all more. A very important job!
- Be Employee Centric -- hiring, training and managing reservations agents to our processes.
- Be a Role Model -- help others make it to the next level like you did, so you can continue your own upward progression. Lead by example.
- Be a Safety & Security Agent -- follow your hotel's established safety and security policies & procedures. Anticipate problems and call other management as needed.
- Be the Manager on Duty - if requested.
Job Requirements
Minimum of three years of progressive experience in a hotel reservations required, with related college coursework and supervisory experience preferred. Previous customer service experience is also required as is proven experience with accurate and speedy data entry. The ability to use a computer and to learn various reservations related software programs/equipment is also required. Verbal and written English language proficiency is needed as is the ability to deal with difficult situations and people, while exhibiting a consistent level of professionalism and the ability to evaluate and select among alternative courses of action quickly and accurately. Physical requirements include the ability to sometimes work long hours, mostly in an office setting; sedentary work, i.e. exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects; the ability to work under variable temperatures and noise levels; the ability to see details; the ability to bend, stretch, twist or reach with your body and arms.
Pay rate: based on experience |
