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Job Title: Reservation Supervisor
Date Posted:
06/17/19 Ref. Number: 510
Full Time Part Time
Location: Jackson's Point, ON
Requirements:       QUALIFICATIONS: Excellent communications skills and extremely organized. Service Orientation i.e. actively look for ways to help people. Ability to work with multiple systems and applications like spreadsheets, databases, work processing, property management software's, Booking engine, OTA Extranets, Yield management systems and computers. EDUCATION: (3) Three-year diploma or (4) four-year Degree in Travel Industry or closely related discipline and/or equivalent combination of education and experience. EXPERIENCE: Previous experience in reservations, (1) one to (2) two-year experience in front desk operations. The successful candidate is likely to have a passion for customer service, excellent communication skills and good levels of written and spoken English.
Description: • Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction. • Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc. • Responds to all guest reservation requests and executes prompt, courteous and accurate guest service. • Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services. • Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc. • Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls. • Assists and prepare in groups pre-arrival process and preparing group rooming lists. • Attends all scheduled meetings as required with HOD's or Sales team. • Create and manage rates and packages configured on the Hotel software. • Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents extranets etc. • Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.) • Adjust rates according to suggestions from Yield or Revenue management systems. • Verify all reservations taken on the reservation forms are updated on the PMS without fail. • Verify if each reservation requests are processed as per the hotel standards and without delay. • Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee. • Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc. • Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival. • All reservation modifications are updated on the property management system immediately and accurately in case of any changes. • Maintain department approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservations letters. • Ensure acceptable service levels and all statistical reports are sought and maintained. • Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes. • Train newly recruited reservation staffs in taking reservations, telephone etiquettes , reservation module on hotel software and processing emails.
Hours per week: 40
Rate of Pay: DOE
Contact: Susan Vanderwouw
905-476-8088 Fax: 905-476-5988

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