Reservations Coordinator

Harlo Entertainment is a Toronto-based operator, management, and private equity company, delivering value over 30 years of aggregate experience in both the hospitality and entertainment industries. With first-hand insights and perspectives, Harlo Entertainment defines best-in-class, luxury experience and is deeply committed to the highest level of guest satisfaction.

We are a people-first culture. We strive to create great outcomes and to establish win-win partnerships through integrity, reliability, inclusivity, and great communication. Our greatest asset is our people, as they are the powerhouses behind our outcomes.

We’re looking for an experienced Reservations Coordinator with a passion for organization and providing exceptional customer service to join our team. In this role, you will be responsible for serving as the primary point of contact for reservations, managing booking inquiries, coordinating with various departments to ensure a seamless guest experience, and showcasing strong organizational and communication skills.

**What You’ll Do**
- Build and maintain working relationships with internal and external partners, leveraging relationships to deliver innovative and memorable events.
- Respond to all reservation requests and incoming calls in a courteous, efficient, professional, and friendly manner.
- Responsible for making reservations for the various properties within the hotel as well as properties within our ecosphere.
- Ensure that the Reservation Daily Check List is completed.
- Work with the sales team to convert large-party reservations to bookings within our system.
- Maintain our reservation and event platforms to ensure maximum occupancy.
- Assist sales managers with administrative tasks.
- Coordinate event logistics including staffing, room set up, AV, decor, etc.
- Coordinate with restaurant managers and work with them where necessary to oversee events within the restaurants.
- Handle all guest complaints and work with the management team to resolve any issues.
- Create and execute strategy for effective cold calling and new business development.
- Meet with clients regularly to plan events, conduct tours of the appropriate property, etc.
- Maintain active membership in the hospitality and event planning industries, having a pulse on market trends to present and pursue new market opportunities to increase event sales.
- Gather post-event feedback and develop ways to improve client satisfaction, which will create customer loyalty and deliver a positive event experience.
- Process and confirm reservations efficiently while ensuring the accuracy of guest information and preferences.
- Maintain up-to-date knowledge of room availability, rates, and promotions to assist guests in making informed decisions.
- Handle group bookings and special requests, ensuring all details are accurately documented and communicated.
- Monitor and update the reservation system regularly to reflect changes or cancellations.
- Address guest concerns or issues promptly and escalate as needed to resolve problems effectively.
- Generate and analyze reservation reports to support operational planning and identify trends.
- Uphold company policies and ensure compliance with reservation procedures and protocols.
- Assist in training and developing venue hosts/events teams, in collaboration with operations managers.
- Assist, as needed, in venue operations.

**What You’ll Need**
- Previous experience in reservations, hospitality, or a related field is preferred.
- Ability to provide exceptional customer service and maintain a positive attitude under pressure.
- Problem-solving skills and the ability to work both independently and as part of a team.
- Flexibility to work varying shifts, including evenings, weekends, and holidays if needed.
- Highly organized, time management skills, ability to multitask numerous projects and events while meeting deadlines
- Strong leadership skills, proficiency in delegating tasks to the onsite staff
- Ability to create a strong rapport with colleagues, onsite staff, and the Operations Team
- Excellent interpersonal and communication skills, in person, written and by phone
- Agile and able to pivot in a fast-paced environment, comfortable with change
- Passionate about creating memorable experiences
- Managing Stakeholder expectations
- Needs to take the initiative and work autonomously
- Ability to execute weekly team meetings
- Provides fantastic customer service and high expectations for quality

**What We Offer**
- Competitive compensation, including comprehensive benefits, spending account and professional development program.
- Opportunity to develop skills and gain experience in multiple disciplines in a fast-paced environment.
- Dynamic and fun office culture with colleagues who share the same core values.
- Exclusive perks from our portfolio companies, including restaurants and fitness studios.

Harlo Entertainment is an Equal Opportunity Employer

All qualified applicant