Travel Trade Reservations Coordinator

7 months ago


Vancouver, Canada True North Hostelling Association Full time

**O**VERVIEW**

The Central Reservations Travel Trade Reservations Coordinator is responsible for overseeing all aspects of coordinating Travel Trade and multi-stay group bookings for HI Canada owned hostels, in accordance with HI Canada’s policies, procedures, and mission statement. This position takes direction from the Central Reservations Manager. This is a remote position requiring reliable high-speed internet.

**What's** in it for you**
- A permanent, full-time position
- Starting annual salary of $39,290.00
- Work from home as part of a small and awesome team
- Regular office hours (currently 9am - 5pm PST, can discuss)
- Being part of a not-for-profit organization that embraces sustainable tourism
- Free dorm bed stays and discounted private rooms at HI hostels across Canada
- Eligibility for extended health and dental benefits
- Eligibility for retirement savings plan

**R**ESPONSIBILITIES**
- Create a positive impression of HI over the phone and in written communications, by establishing a positive relationship with each customer, being friendly, courteous, and responsive to their needs
- Respond to general inquiries regarding travel trade and multi-stay group accommodation in HI Canada hostels and follow up on inquiries in an accurate and timely manner
- Cross sell hostels within the HI Canada network whenever possible
- Coordinate with operational counterparts within the HIC network as needed and possible
- Provide support to Hostel Groups Reservations staff when needed
- Build and maintain rapport and business relationships with our partners
- Quote current and future rates
- Liaise with Travel Trade Partners (i.e. Global Work & Travel, SWAP, etc) to take bookings and to ensure sufficient communication is taking place
- Maintain records of bookings made with organizations on account. This includes creating and processing invoices, providing breakdown of cost, setting payment deadlines, collecting payments in a timely manner, and ensuring the accurate records in the Property Management Systems (PMS). Supporting documentation is organized into an effective filing system within MS Sharepoint.
- Communicate with Hostel Managers / Programming / Café Manager regarding the provision of special services groups may require (i.e. customized tours, activities, meals)
- Accurate records of payments for café orders are entered and maintained in PMS
- Enter or delegate and supervise entry of all travel trade and multi-stay group reservations in PMS accurately, and managing these reservations to ensure groups are being dealt with effectively
- Assist the sales department in generating new leads, as needed
- Continuously communicate with and update front desk and housekeeping staff accurately regarding reservation changes, cancellations, payments and special services/facilities that have been arranged, as well as provide group projections in a timely and consistent manner.
- Know and adhere to HI Canada’s policies and procedures
- Support the Central Reservations department by offering training and coverage as needed
- Maintain an up-to-date reference manual
- Perform other related duties as required

**S**KILLS AND **A**TTRIBUTES**
- Communicates effectively (oral and written)
- Strong attention to detail
- Very organized and skilled in time management
- Understanding of Accounts Receivables processes
- Comfortable answering guest inquiries over the phone in a courteous manner
- Mature and professional work ethic
- Self-motivated with a proven ability to work independently within a fast-paced team environment
- Strong communication and problem solving abilities
- Skilled in business writing and research
- Able to excel in a remote work environment
- Proficient in delivering presentations
- Interacts with customers in a friendly, professional, and confident manner
- Ability to develop and maintain an effective A.R. and filing system
- Identifies and understands the needs of hostel guests
- Able to type 30 wpm
- Provides excellent customer service
- French fluency (written and spoken) preferred.
- Knowledgeable in effective stress management techniques

**E**X**PERIENCE **R**EQUIREMENTS**
- 1-2 years experience in bookkeeping, with Accounts Receivables preferred
- Familiar with travel industry and hospitality reservations, front office systems, telephone systems, and web reservation systems. Knowledge of Guest Centrix an asset.
- Experience working remotely and/or in a call centre is an asset
- Post-secondary education in accounting or tourism and hospitality
- Proficient in MS Excel and Office 360
- Able to speak French. Additional languages are a plus.

**Background Checks**

HI Canada is committed to maintaining a safe and secure working environment for all employees, guests, and stakeholders. As a standard part of our hiring process, prospective employees will undergo thorough background checks. These checks will be conducted in compliance with applicable laws and regulations and include criminal rec



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