Job Description:

To manage the reservations department to achieve an efficient, proactive and collaborative operation that both maximizes total hotel revenue and delivers an exceptional level of guest and team member experience in line with brand standards and company policies and procedures.

The responsibilities of the position include, but are not limited to:

·         Oversee the reservations team, including hiring, training, and performance evaluation

·         To proactively manage the group and individual business in line with company policy and brand standards

·         To ensure all reservations systems are maintained in line with company and brand standards

·         To drive departmental guest satisfaction in line with brand standards and agreeing action plans with the supervisors

·         To monitor customer feedback responding to escalations, as well as responding to and handling any guest queries

·         To ensure effective communication within the reservations team, championing a culture that enhances the Guest experience and effective and timely communication of business on the books to assist the operational departments with their departmental strategies

·         To maintain a strong working relationship with all departments as well as external suppliers and partners.

·         Any other reasonable request as required by the business

Qualification requirements:

·         Previous Reservations and/or leadership experience is required.

·         Strong knowledge of the Reservation market segments such as Leisure, Convention Group, and Tour/FIT is required.

·         Knowledge of Protel PMS, Microsoft Word and Excel is an asset.

·         He/She should be effective communicator and trouble-shooter, enthusiastic, self-motivated, adaptable, able to delegate and complete assigned tasks, and must possess a strong sense of responsibility. The ability to be diplomatic is essential.

·         Excellent knowledge of the English language, both verbally and in writing, second fluent language is preferable.