Reservations Supervisor

The Reservations Supervisor is responsible for assisting the Revenue Manager in controlling the workflow within the department while being a fully active reservations agent.

Primary Responsibilities:

• Remaining a fully active Reservation Agent (i.e. working supervisor).
• Presenting yourself in a professional manner at all times.
• Working with confidence, accuracy and efficiency with guests and surrounding staff members.
• Assisting Revenue Manager in controlling work flow within the department.
• Training/cross training Reservation Agents and other Hotel employees in regards to Reservation Procedures and Policies, Customer Service Skills, etc.
• Assisting in developing Reservation Agents and ensuring each team member is performing their job as best as possible and that they are meeting all requirements expected of them.
• Promoting team work and leading by example.
• Encouraging ethical working habits while remaining positive at all times.
• Maintaining a thorough understanding of each and every duty in the Reservation Department and guiding individuals through questions with respect to procedures, policies etc.
• Preparing reports and other documents that may include, but are not limited to:
  • Call conversions; VIP Memos; schedules; occupancy forecasts; daily labour reports.
  • Daily / Weekly / Monthly Reservation Statistics and rate calendars.
• Performing other duties as required.

Desired Qualifications:

• Minimum 3 (three) year Hotel Reservation Experience.
• Previous experience training, coaching and/or supervising a team.
• Excellent communication, customer service and organization skills while being detail-oriented with strong problem-solving skills.
• Ability to work well under pressure and able to maintain a professional manner at all times.
• Proficient in Microsoft Office programs such as Word, Excel and Outlook.
• Knowledge of Hotel amenities and West Edmonton Mall.

Terms of Employment:

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