Reservations Manager

6 days ago

Sun Peaks, British Columbia, Canada Sun Peaks Grand Hotel & Conference Centre Full time
Job Summary

We are seeking a highly skilled and experienced Reservations Manager to join our team at Sun Peaks Grand Hotel & Conference Centre. As a key member of our hotel revenue generation team, you will be responsible for overseeing the day-to-day functions of our in-house reservations team, ensuring seamless guest experiences, and driving revenue growth.

Key Responsibilities
  • Reservations Management
    • Develop and implement strategies to fulfill the hotel's revenue management objectives.
    • Monitor and execute tactical management of extranets to ensure accurate pricing parity.
    • Compile and analyze month-end data for reporting purposes.
  • Guest Experience
    • Oversee the day-to-day operations of the reservations department, ensuring exceptional guest service.
    • Respond to guest inquiries and resolve concerns related to reservations in a timely and professional manner.
    • Collaborate with Sales Managers to ensure accuracy of rooming list data and support group & tour reservation block management.
    • Uphold a high level of customer service, delivering a personalized and memorable experience to guests.
  • Departmental Execution & Excellence
    • Monitor compliance of reservation call quality standards.
    • Oversee the reservation system, ensuring its accurate operation, including managing room inventory and reservations.
    • Communicate significant changes in daily arrivals and 10-day out forecasted occupancies to the Operations team for schedule planning.
  • Training
    • Oversee, train, and monitor all reservations activities, ensuring compliance to approved SOP processes.
    • Complete team member reviews and review guest and employee satisfaction results.
    • Identify ongoing development needs of team members, providing in-the-moment feedback, coaching, mentoring, and other supports and resources to enhance knowledge, skills, and performance.
  • Team Commitment and Collaboration
    • Ensure team members have current knowledge of hotel products, services, facilities, events, pricing, policies, and overall knowledge of the local area and events.
    • Encourage and build mutual trust, respect, and cooperation among team members, ensuring fair and equitable treatment.
    • Establish and maintain open, collaborative relationships with all Sun Peaks Grand Hotel & Conference Centre team members by soliciting feedback and having an open-door policy.
    • Oversee the Reservations team, identifying coaching opportunities to promote continued growth and development for all reservations team members.
Requirements
  • 3 years minimum Reservations or Front Office experience with a minimum of 2 years in a leadership role.
  • Experience in hotel revenue management, guest experience, and team leadership.
  • Post-secondary education in hospitality or a related field preferred.
  • Technical skills with hotel reservation systems, third-party online platforms, policy audits, and rate mapping.
  • Advanced proficiency with computer systems, such as Microsoft Office and Excel.
  • Excellent problem-solving abilities and ability to think on your feet.
  • Highly responsible self-starter and collaborative team player, with the ability to remain calm under pressure in a fast-paced environment.
  • Ability to supervise, mentor, train, and inspire a team to elevate guest experience.
  • Professional demeanor with a passion for exceptional guest service and the ability to anticipate guest needs.
  • Focused individual with excellent attention to detail and numbers.
  • Excellent communication skills, both written and verbal.
  • A level of financial acumen and ability to budget, forecast, and interpret financial statements.
Why Join Us?

We are Canada's second-largest ski area and a passionate team committed to providing the finest mountain resort experience to our guests. Our people are at the heart of what we do, making a difference to our guests and our workplace every single day. That's why we invest in the employee experience; to ensure everyone can be at their best and live our values.

No matter who you are, or your career journey to date, once you join the team at Sun Peaks Grand Hotel & Conference Centre, you'll get to feel part of our special community right away. You and your wellbeing matter to us; you'll have plenty of opportunities to grow and learn, as well as enjoy everything our beautiful mountain resort has to offer.

In return, we expect you to be passionate about working together to create special memories for our guests, while taking care of our precious environment for others to enjoy into the future.

The Perks and Benefits
  • Winter/Summer Season Lift, Trail, and Golf passes.
  • Initial entitlement to three weeks of paid vacation.
  • Benefits plan and additional wellness components, including Health Spending Account and EFAP.
  • Participation in our RRSP and matching DPSP programs.
  • Company-supported training and professional development opportunities.
  • Dining discounts within our hotel & Resort-owned outlets.
  • Retail discounts in our Resort-owned outlets.
  • Friends and family rates at the Sun Peaks Grand Hotel.
  • Reciprocal programs with partnering ski areas & hotels.
  • Eligibility for our 'Pay for Performance' incentive bonus program (after qualifying period), awarded to top performers.

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