Reservations & Group Specialist
1 day ago
**Join Us**
The Hilton Garden Inn and Homewood Suites by Hilton Ottawa Downtown, conveniently situated in downtown Ottawa, is steps from Parliament Hill with subway transportation at the hotel’s front door for easy access too many points of interest including festival venues. The hotel features 171 extended-stay guest rooms under the Homewood Suites by Hilton banner and 175 units providing short-stay accommodations under the Hilton Garden Inn banner with a total of 4,500 square feet of conference space, a bar, restaurant, pool and fitness facility.
**Key Objective of Position**
**Duties and Responsibilities**
**Skills & Qualities**
- Excellent time management & organizational skills
- Excellent communication skills, verbal and written
- Strong problem-solving skills
- Previous experience working in reservations an asset
- Good understanding of group sales in a hotel environment
- Strong technical skills
- Professional demeanor and committed to delivering quality work
- Dedicated to Customer Service & able to work under pressure
- Strong attention to detail
- Patient and tolerant
- Reliable, friendly, and engaging
- Outgoing personality
- Non-Judgmental and unbiased
**Job Duties**:
- Ensure all reservation requests are handled and responded to in a timely and professional manner (telephone, fax, internet, internal channels)
- Liaise between Sales Department & Front Office pertaining to group reservation requirements
- Optimize hotel revenue potential by respecting and booking within approved parameters and promoting upsell opportunities to our guests
- Work closely with Sales and Accounting Department to ensure billing is accurately setup
- Contribute to daily briefings and reports
- Handle all special reservations (third party agents, V.I.P., packages, and discounts)
- Communicate any rooming challenges and opportunities with Sales & Front Office
- Assist with the preparation of group arrivals (block rooms, prepare keys, ensure proper billing is setup, etc. ) and communicate across various departments to ensure seamless check-in experience
- Provide support to Front Office operations as required (unrestricted hours)
**Work Requirements**:
- Dress in complete uniform
- Be on duty at the start of your shift
- Attend department meetings
- Participate in training as required
- Follow all policies and procedures set forth by Hilton
- Able to work quickly and efficiently
- Repetitive computer and telephone use
- Follow all hotel and department standards as set forth by Hilton
**Minimum Qualifications**:
- Previous Front Desk & Reservations experience
- Customer service experience in a fast-paced environment
- Quick turnaround time in responding to internal and external reservation inquiries
- Able to demonstrate clear, professional, and constant communication (written and verbal) to all stakeholders
- Experience liaising between guests and various hotel departments
- Setting up group bookings in accordance to negotiated contracts, ensuring obligations are being carried out as it relates to check-in, check-out, and billing procedures
- Experience working with Hilton OnQ, Delphi and other booking platforms are considered assets
- Able to handle client inquires and resolve complaints in a professional & courteous manner
- Post secondary Hospitality Management education an asset
- Minimum 19 years of age
**Job Types**: Permanent, Full-time
**Salary**: $23.00-$25.00 per hour
**Benefits**:
- Dental care
- Discounted or free food
- Extended health care
- Paid time off
- Vision care
- Wellness program
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Ottawa, ON: reliably commute or plan to relocate before starting work (required)
**Experience**:
- Hotel: 2 years (preferred)
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