Reservations Supervisor

The Role:As the Reservations Supervisor, you will be responsible for supervising and coordinating the activities in the in-house Reservations Office and leading your people to make business decisions that are focused on upholding the highest standards in guest service & performance metrics. You will be the key contact person between Front Office, Sales and the Call center, supporting the Revenue Management team in delivering optimal top-line results. Reporting to the Director of Rooms, the primary responsibilities are: Ensure daily communication between Reservations and the Front Office regarding inventory flow, reservation accuracy, Group/Convention arrivals, and last-minute operational requests. Liaise with Sales, Group Reservations, and the Front Office in inventory management and blocking and monitoring the pace of pick up. Coach group coordinator to ensure configuration and communications are delivered timely. Champion guest satisfaction regarding in-house Bonvoy loyalty program point redemption and communicate special needs with other departments to set up a worry-free stay experience ahead of time. Responsible for retrieving Bonvoy reports, conducting reimbursement forecasts, and validating calculations. Manage and maintain guest preferences and automatic alerts within the PMS to ensure guest expectations are captured and shared with operational teams. Monitor room availability, reconcile discrepancies and assist with balancing rooms. Ensure the reservation system and connectivity are configured properly for reservation delivery and guest communications. Secure complete and accurate booking information and clearly communicate guarantee, cancellation, and no-show policies. Ensure timely follow up on guest inquiries and requests received through phone, email, or OTA channels. Manage guest profile accuracy in the PMS in collaboration with the Rooms Coordinator, including selecting the correct profile, merging duplicate profiles, and ensuring personal details, preferences, and travel history are accurate and up to date. In collaboration with the Revenue Management team, execute rate code building and package configuration to ensure all terms and conditions are properly set up to protect hotel revenue. Generate and review daily reservation reports and communicate any key findings in terms of market trends and booking patterns that would impact resort business. Generate revenue management reports as assigned to support revenue strategies and RM function daily. Maintain a healthy relationship with other departments and businesses within the Pomeroy brand and external partners and timely communicate any reservation area updates/changes as per hotel strategy. Qualifications and Requirements: Business degree and/or Hotel Management degree and/or equivalent experience preferred. 2 years experience in Reservations department will be an asset. Excellent communication and collaboration skills and able to manage tasks independently. Advanced knowledge of Opera and confidence navigating OTA extranets and reservation platforms; experience working with Marriott systems such as MARSHA is preferred. Strong focus on customer service and exceptional interpersonal skills to effectively interact with guests, team members, other departments, and external business partners. Detail-oriented mindset with excellent organizational and time management skills. Highly responsible & reliable; Ability to work under pressure and manage multiple priorities in a fast-paced environment. Ability to focus attention on guest needs, always remaining calm and courteous; Excellent service skills including etiquette and ability to work with diverse clientele. Build and retain relationships with Sales, Accounting, Event Management and Front Desk teams to ensure smooth operation of the department. Excellent computer skills and strong understanding of Excel required; Marriott system knowledge will be considered an asset. Amazing Work Perks: Marriott Destinations membership providing you with discounted room rates and food and beverage discounts at any of Marriott’s chain of hotels Growth and development opportunities, both personal and professional One meal per day in our employee cafeteria (taxable benefit) Health and Wellness benefits (some restrictions may apply) Food and Beverage discounts at ALL 6 of our dining outlets Vacation is accrued starting on your first day of work Personal days Discounted access to our Nordic Spa Discounted Ski Pass and Golf rates* Kananaskis Parks Pass*