Reservations Manager
2 months ago
Our spectacular Eldorado Resort is situated right on the shores of Okanagan Lake, a few kilometers south of the William R. Bennett bridge. Eldorado Resort consists of Hotel Eldorado, Manteo, and Eldorado Marina, with world-class amenities including multiple outlets, gyms, indoor and outdoor pools, boardwalk, tennis courts, and a private beach.
When you've enjoyed a delicious meal on our Boardwalk or stayed in one of our rooms, you'll understand what we mean when we say Eldorado Resort is life in a postcard. We're currently looking to fill the role of Reservations Manager, if this is something you might be interested in, keep reading
Our spectacular Eldorado Resort is situated right on the shores of Okanagan Lake, a few kilometers south of the William R. Bennett bridge. Eldorado Resort consists of Hotel Eldorado, Manteo, and Eldorado Marina, with world-class amenities including multiple outlets, gyms, indoor and outdoor pools, boardwalk, tennis courts, and a private beach.
When you've enjoyed a delicious meal on our Boardwalk or stayed in one of our rooms, you'll understand what we mean when we say Eldorado Resort is life in a postcard. We're currently looking to fill the role of Reservations Manager, if this is something you might be interested in, keep reading
Position Summary
The Reservation Manager manages a team of Reservation Specialists to assist guests with room, dining, marina and wellness reservations. The position delivers prompt and professional service while receiving and processing guest reservation requests. A strong knowledge of the properties, offerings, systems and processes ensures the accuracy of reservations, and initiates guest satisfaction for their upcoming stay.
What will you be doing?
You will be responsible for performing the following tasks to the highest standard:
- Is familiar with and assists with room, dining and group reservations.
- Assist in the creation, implementation and maintenance of packages, rates and promotions.
- Ensures availability in Opera, iHotelier, Expedia, Booking.com and any other extranets.
- Balance rooms, fix oversells and maintain the inventory to best maximize revenue.
- Manage all group bookings including rooming lists, attrition, billing and special requests.
- Manage all long term stay, VIP, employee and friend & family reservations.
- Resolve issues related to reservations, billing, configuration and blocks
- Follow company policies & procedures and be able to effectively communicate and enforce them to other team members
- Know the selling status, rates and benefits of all package plans and help with package creation and configuration.
- Create and maintain training manual and SOP’s for reservations
- Interview, hire, onboard new team members
- Train new and existing team members at both properties to ensure accuracy in reservations policies and procedures
- Collaborate effectively with all other managers and leaders. Ability to work closely with all departments to ensure the guest has the best experience in all aspects of their stay
- Manage, coach and train staff for optimum performance
- Schedule employees in accordance with the labour budget
- Maintain group, guest and corporate profiles
- Maintains the cleanliness and neatness of office area
- Participate in resort functions and motivate staff to participate.
- Attends revenue, leadership and daily stand up meetings
- Answers questions about Resort events, activities and local events
- Consistently maintain high standards of quality and excellent customer service and leads by example
What are we looking for?
- Excellent command of the English language - written and verbal. Other languages an asset
- Excellent communication skills: able to listen, understand, clarify, and confirm
- High-level administration skills and computer skill set writing, filing, tracking and organizing
- Thorough working knowledge of Opera
- Able to multi-task and remain organized. An eye for details and accuracy is extremely important
- Highly polished phone mannerisms and professional email etiquette
- Able to uphold all guest confidentiality holding guest privacy and security in the highest regard
- Be supportive of creativity and innovation, and be willing to openly embrace change
- Able to contribute to the successful organization and morale of the team
- Previous customer service in a fast-paced environment meeting and exceeding guest expectations
- Proficient knowledge of Microsoft Word, Excel, Outlook, Travelclick, OpenTable, multiple extranets and Opera Cloud
- Good problem resolution skills operating in a "win-win" fashion for guests
- Pro-active and anticipate guest needs and expectations
- Outgoing, friendly and positive
- Flexible with hours
Perks:
- Competitive Compensation
- Extended Health and Dental Benefits
- Employee and Family Assistance Program
- Employee discounts on accommodations, dining and marina at our sister properties (Eldorado Marina, Four Points by Sheraton, Hampton Inn & Suites Kelowna Airport, and Home2Suites Fort St /John)
- An excellent work environment, with a focus on staff recognition and teambuilding
- Room for growth and development
Don't miss this exciting opportunity to join our Eldorado Resort family
Are you legally entitled to work in Canada? Answering yes to this question means you are a Canadian Citizen, a Permanent Resident of Canada or you hold an open valid Work Permit. **
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