Reservation Supervisor

2 weeks ago

Halifax, Canada Lord Nelson Hotel Full time

As a locally owned landmark hotel, the Lord Nelson Hotel & Suites has earned a reputation for serving excellence. We offer a variety of positions under one roof, creating a great opportunity for mobility and growth. Our most essential resource is our employees. Join the best team in Halifax and be a part of the legend

OVERVIEW:
The Reservations Supervisor is the primary contact for managing contracts, invoicing, booking reservations, and managing the online booking systems. In addition, clerical duties such as maintenance of reservation files and day-to-day operational paperwork are required.

The Reservations Supervisor oversees the accuracy of room blocks, reservations, and group market codes. Communicate company values and culture to new employees. Evaluate and implement new procedures for reservations. Process all reservation requests, changes, and cancellations via phone, fax, or mail. Identify guest reservation needs and assign appropriate rooms and rate types.

The Reservations Supervisor verifies room type availability and rates. Explain guaranteed, special rates, and cancellation policies to callers. Accommodate and document special requests. Answer inquiries about property facilities, services, and room accommodations. Utilize sales techniques to optimize revenue. Input and retrieve data in the property management system (Opera Cloud). Address any challenges in accommodating rooming requests. Establish billing accounts as per accounting policies. Troubleshoot, resolve, and document guest issues and concerns.

RESPONSIBILITIES:
Supervise and assist a team of reservation agents.
Communicate essential information between our sales, guest service, and housekeeping departments.
Conducting telephone sales
Training new Reservation Agents
Participating in budget forecasting
Entering reservations into the system
Ensuring accuracy in monitoring overall room inventory.
Maintain high-level understanding of rates, availability, and conditions of all current packages and promotions.
Maximize revenue by up-selling guest rooms and recommending hotel facilities and services.
Always maintain the highest level of customer service and display professionalism.
Taking personal responsibility and be committed with a sincere and genuine interest to resolving customer complaints.
Note that duties may be altered, adjusted, and added to meet the needs of the business and the structure of the organization.

QUALIFICATIONS:
Hotel Experience in Reservations, Sales, Accounting or Guest Services positions for 2 years
Must be able to commit to a Full Time Schedule
Applicants must be flexible with work schedule. Position entails various shifts which may include weekends and holidays.
Superior communication skills, both verbal and written.
A calm and capable demeanor.
Proven sound judgment and proactive and creative problem-solving skills.
A strong aptitude for attention to detail.
The ability to manage a large workload and multi-task in a high-pressure environment.
Exemplary customer service skills.
Strong organizational and time management skills.
A professionally groomed appearance.
A positive and pro-active attitude, ability to work independently as well as part of a team.
Ability to train, develop and motivate new team members.
Previous Reservations or Group Coordinator experience.
Previous Supervisory/Management experience an asset.
Working knowledge of Opera Cloud, Online travel agent portals, Word and Excel is an asset.

Lord Nelson Hotel & Suites recognizes our employees as essential to our success and value diverse skills. From frontline staff to management, we offer excellent opportunities for career growth, as well as employer-provided medical benefits and other incentives. We are looking for new talent to join our dynamic team that is setting the standard of excellence in the hospitality industry.

**Job Types**: Full-time, Permanent

**Benefits**:
Dental care
Extended health care
Life insurance
On-site parking
Paid time off
RRSP match
Vision care
Wellness program
Schedule:
8 hour shift
Every Weekend
Monday to Friday
Weekends as needed

**Experience**:
Reservation Agent: 2 years (preferred)

Work Location: In person

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