Assistant Reservations Manager

5 months ago

Vancouver, Canada Sheraton Vancouver Wall Centre Hotel Full time

**ABOUT US**

The Sheraton Vancouver Wall Centre and The Westin Wall Centre, Vancouver Airport are dedicated to providing guests with exceptional quality, service, and value. These guiding principles are evident with every check-in, bed made, or breakfast served. You can see this commitment to quality in the physical properties of the hotels themselves; located in the heart of the city and at Vancouver’s airport, surveying the magnificent natural elements that combine to make Vancouver one of the most beautiful cities in the world. We are proud to be Vancouver built, Vancouver owned, and Vancouver run.

A wall is only as strong as those that build it. Our associates are brought together by the fundamental sense of self-worth they derive from helping others. While each person’s talents are a credit, it is an individual’s commitment to the group effort that creates excellence.

Our foundation is exceptional people, and our passion is supporting them to succeed and exceed. More so than experience or education, it is a unanimous enthusiasm that is most highly valued. For those who work hard and consistently display positive attitude and aptitude, the opportunities for growth are endless.

**ASSISTANT RESERVATIONS MANAGER**

**RESPONSIBILITIES**:

- Supervise Reservations Agents and Group Reservations Agents, including, but not limited to, providing on the job training and coaching; assisting with payroll, labour sheets and weekly schedules; organizing and conducting quarterly departmental meetings; participating in and helping develop proactive sales training programs for Reservations Agents, maintaining high morale, minimizing turnover and conducting evaluation a quarterly basis.
- Assist with managing Group & Tour Reservations by monitoring group pick up, cut off, and rate availability to maximize room’s revenue and guest satisfaction. Ensure rooming list is loaded on a timely manner and billing instructions are correctly setup in the system. Review group resumes ensuring accuracy as stated. Assist Group Reservations Coordinator as necessary.
- Answer incoming calls in a friendly and efficient manner. Provide guests with the requested information concerning the city, the hotels and their services. Obtain the necessary information from the guests and enter it into the PMS computer system. Must be effective in sales and up selling.
- Maintain an effective flow of communication from the Reservations Department to all departments and ensure all reservations staff is kept informed of items that concern them. Be aware of hotel operations and provide Reservations Agents with appropriate information to assist guests quickly and accurately.
- Monitor call volume as well as call quality. Take appropriate action to maintain call conversion at a minimum expectation as dictated by management. Take over escalations and handle complaints. Provide immediate feedback to Reservations Agents for qualify control as well as recognition.
- Review daily lost business reports to anticipate rate resistance and trends; communicate to DORM/Revenue Analyst any impactful findings.
- Communicate with operation teams of arrivals activities for the current day - 3 days out
- Audit future arrivals list - including third party reservations and other audits related to peak season, duplicate reservations and anything out of the ordinary. During peak season, audit same day reservations at least twice per day.
- Manager will be measured against call conversion and CRS redirection for each year as it is management’s focus and expectation that calls transferred off property are reduced are made due to the size of our team. Analyze data to find innovative ways to improve efficiencies.
- Proactively monitor room type availability and identify possible system glitch to avoid overselling in specialty rooms.
- Executive and monitor overselling strategy to maximize room revenue.
- Review Daily Checklist to ensure tasks are completed by Reservations Agents accurately. Make necessary adjustments according to evolving business environment and to streamline operation. Take over tasks when operation is busy.
- Daily audits of cancellations and no shows to avoid potential dispute and penalty posting.
- Assist and liaise with the Front Office team with check ins/outs when required to maintain high GuestVoice scores during peak times.
- Build rapport within the team. Handle employee conflicts and confrontations in a professional manner.
- Assist Reservation Manager and assume responsibilities in her absence when required.
- Assist Director of Revenue as necessary, including being able to maneuver within all PMS systems and Marsha, assisting with balancing house inventory, sell strategies and rate loading.

**QUALIFICATIONS**:

- Must be able to speak, read, write and understand English.
- Must possess exceptional communication skills both verbal and written.
- Knowledge of overall hotel operations.
- Knowledge of computer programs, including, but not l

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