Reservations Manager

1 month ago

Canada, CA Sun Peaks Grand Hotel Full time

Do you naturally connect with people? Are you guest obsessed in providing an authentic hospitality experience? Imagine living the resort lifestyle, lapping one of our three mountains on your bike, or sliding down the ski slopes at a stunning slope-side hotel in a world-renowned mountain resort. We are seeking a strategic minded people leader to join our team as Reservations Manager. You will be working in collaboration with energetic professionals with a proven track record in the hotel industry. Overseeing the day-to-day functions of our in-house reservations team, this is a key role in managing a wide variety of transient guests combining with the conference rooming list and group activities. This is an important position contributing as a key member of the Hotel revenue generation team. This role will allow for a variable and flexible work schedule based on-site at the property. If this sounds like the ideal work environment, fill out an application to work, live, and play where you belong.

Light, work activities involve handling loads of 5 kg but less than 10 kg, predominately indoor setting.

This job position requires physical presence at the designated location.

Accountabilities:

Reservations Management
  • Form and communicate strategies to the reservations team to fulfill the hotel’s revenue management strategies.
  • Execute tactical management & monitoring of extranets to ensure accurate pricing parity.
  • Producing and compiling month end data as required for month end reporting.
Guest Experience
  • Oversees managing the day-to-day operations of the reservations department.
  • Respond to guest inquiries and resolve concerns related to reservations promptly and professionally.
  • Supports group & tour reservation block management with Sales Managers, ensures accuracy of rooming list data.
  • Uphold a high level of customer service, delivering a personalized and memorable experience to guests.
  • Monitoring compliance of reservation call quality standards.
  • Oversee the reservation system and ensure its accurate operation, including managing room inventory and reservations.
  • Ensures significant changes daily arrivals and 10-day out forecasted occupancies are communicated to Operations team for schedule planning.
Training
  • Oversees, trains and monitors all reservations activities, ensuring compliance to approved SOP processes.
  • Completes team member reviews and reviews guest and employee satisfaction results.
  • Identifies the on-going development needs of team members, including in the moment feedback, coaching, mentoring, and other supports and resources to help improve knowledge, skills and performance.
Team Commitment and Collaboration:
  • Ensures team members have current knowledge of hotel products, services, facilities, events, pricing, policies and overall knowledge of the local area / events.
  • Encourages and builds mutual trust, respect, and cooperation among team members, ensuring team members are treated fairly and equitably.
  • Establishes and maintains open, collaborative relationships with all SPGH team members by soliciting team member feedback, and having an "open door" policy.
  • Oversees Reservations team, and finds coaching opportunities throughout each day ensuring continued growth and development for all reservations team members.
Ideal Candidate:
  • 3 years minimum Reservations or Front Office experience with a minimum of 2 years in a leadership role.
  • Post-secondary education in hospitality or a related field preferred.
  • Possesses technical skills with hotel reservation systems, third party online platforms, policy audits and rate mapping.
  • Advanced proficiency with computers systems required, such as Microsoft Office and Excel.
  • Excellent problem-solving abilities and ability to think on your feet.
  • Highly responsible self-starter and collaborative team player, with the ability to remain calm under pressure in a fast-paced environment.
  • Must have the ability to supervise, mentor, train and inspire a team to elevate guest experience.
  • Professional demeanor with a passion for exceptional guest service and the ability to anticipate guest needs.
  • Focused individual with excellent attention to detail and numbers.
  • Excellent communication skills, both written and verbal.
  • A level of financial acumen and ability to budget, forecast, and interpret financial statements.

We are Canada’s second-largest ski area and a passionate team committed to providing the finest mountain resort experience to our guests.

Our people are at the heart of what we do, making a difference to our guests and our workplace every single day. That’s why we invest in the employee experience; to ensure everyone can be at their best and live our values.

No matter who you are, or your career journey to date, once you join the team at Sun Peaks, you’ll get to feel part of our special community right away. You and your wellbeing matter to us; you’ll have plenty of opportunities to grow and learn, as well as enjoy everything our beautiful mountain resort has to offer. In return, we expect you to be passionate about working together to create special memories for our guests, while taking care of our precious environment for others to enjoy into the future.

The perks and benefits you’ll get to enjoy:

  • Winter/Summer Season Lift, Trail and Golf passes.
  • Initial entitlement to three weeks of paid vacation.
  • Benefits plan and additional wellness components, including Health Spending Account and EFAP.
  • Participation in our RRSP and matching DPSP programs.
  • Company supported training and professional development opportunities.
  • Dining discounts within our hotel & Resort-owned outlets.
  • Retail discounts in our Resort-owned outlets.
  • Friends and family rates at the Sun Peaks Grand Hotel.
  • Reciprocal programs with partnering ski areas & hotels.
  • Eligibility for our ‘Pay for Performance’ incentive bonus program (after qualifying period), awarded to top performers.

We are an equal opportunity employer, committed to building a diverse and inclusive culture, and encourage applications from all qualified individuals.

We acknowledge that we live, work, and play on the traditional territory of the Secwépemc People.

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