Job Description

Reporting to the Director of Revenue Management, the Reservations Manager is accountable for managing the daily operations of the Reservations Department and supporting the Reservations team in achieving departmental objectives.

Role and Responsibilities

• Lead the Reservations team by ensuring proper hiring, training, and scheduling.
• Be conversant with the property's room types, amenities, and different promotional packages to inform guests calling in to make reservations.
• Work with DORM to monitor inventory and troubleshoot problem dates.
• Build and maintain new and existing rate offers.
• Support Leisure and Group Reservations Agents daily to ensure tasks are completed efficiently and accurately.
• Audit future reservations from all internal and external sources to ensure accuracy.
• Assist in the preparation of group resumes, setting up billing, pre-blocking and preparing vouchers if needed.
• Daily room inventory balancing and comparing future rooms on the book in all systems to ensure accuracy of inventory
• Attend Pre-Convention and Revenue Management meetings as required.
• Find opportunities to exceed our guests' expectations by being intuitive, ensuring the "right guest is in the right room", and enable our front-line colleagues to deliver exceptional service during our guests' stays.
• Support the team by responding to inbound calls for reservations, guest service questions, and appropriate transfers to other departments, as needed.
• Update and compile reservation and revenue related reports.
• Liaising with Sales/Catering and Front Office teams regarding group bookings/room blocks.
• Ensure proper selling techniques and strategies are utilized to maximize room revenue.
• Inform the DORM of any obvious market trends, keep abreast with the selling of room’s inventories on various extranets and be able to participate in yield meetings when necessary.

Qualifications

Minimum of 2 years front desk, reservations supervisory experience in a Hotel or related industry; experience within a luxury hotel environment is a plus.

Must have excellent oral/written communication and interpersonal skills and must be able to interact with all levels of guests in a professional and cordial manner.

Exceptional organizational/problem-solving skills must be self-motivated and very detail oriented. This position requires someone who is computer literate with MS office applications and preferably the following hospitality programs – Opera

Flexible shift availability including evenings, weekends and holidays.

Hotel X Toronto is committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise Human Resources during the recruitment and selection process.

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