Reservations Manager

The Reservations Manager is responsible for the day-to-day operation of the Fantasyland Hotel Reservations department, ensuring hotel standards, policies and procedures are communicated and observed by department employees when assisting guests.

Primary Responsibilities:

• Supporting, training and supervising all reservations agents, ensuring they have the proper tools and skills to be able to provide the best possible service to Fantasyland Hotel Guests and to achieve individual and team call quality, conversion, revenue and upselling targets
• Administering programs and policies to improve the efficiency and effectiveness when taking reservations.
• Ensuring accuracy of all room reservations and guest information across all systems, keeping regular contact with other Hotel departments to ensure preparations are ready for guests before they arrive.
• Promoting teamwork of staff members by setting good work examples, encouraging good work habits, being positive in all situations, and acknowledging good work.
• Ensuring knowledge and use of hotel policies and procedures in the reservations department.
• Ensuring all proper reports are fully and correctly completed and forwarded to the proper personnel daily and maintain accurate recording of the hotel’s revenue and potential revenue.
• Ensuring strategic staff scheduling that aligns with business needs.
• Assisting the Director of Revenue Management with daily, monthly, and weekly reports and revenue management tasks
• Assisting staff when problems arise and provide customer service to upset, and angry guests with the attempt to resolve the situation.
• Interviewing and training reservation staff.
• Managing and maintaining all OTAs and FIT partners to ensure optimal sales strategy.
• Flexibility to respond to a range of work situations.
• Other responsibilities as required.

Desired Qualifications:

• A minimum of 2 (two) to 5 (five) years in a Hotel Reservations or a related field as an assistant manager or supervisor, with extensive experience in coaching and training staff
• Post Secondary education in Hotel Management or a related field.
• Excellent communication, organization, time management, problem solving, and customer service skills.
• Possess the ability to work well under pressure and with difficult customers.
• Some knowledge and understanding of revenue management principles
• Proficient in Microsoft Office programs such as Excel, Word and Outlook.
• Extensive knowledge of the Fantasyland Hotels and West Edmonton Mall.

Terms of Employment:

• This is a full-time position that requires a flexible schedule Monday through Sunday.
• This is a salaried position that will depend on experience and qualifications.
• Must be able to pass a basic security clearance.