Reservations Manager

Summary

**find your place at park Hyatt Toronto**:Be a part of something bigger. Make a difference in the lives of those around you. Love where you work. Join a family that values respect, integrity, humility, empathy, creativity and fun.** **At Hyatt, diversity, equity and inclusion are at the core of our purpose, _to care for people, so they can be their best._

Be part of the team bringing in a new era of a Toronto legacy hotel. Recently renovated with striking architecture, art and bespoke culinary experiences, Park Hyatt Toronto offers sophisticated, approachable luxury with distinct character highlighting our Yorkville location.

**WHAT ARE THE ADDITIONAL BENEFITS of WORKING AT THE park Hyatt Toronto?**
- Complimentary meal during shift
- Paid medical days
- Employer RRSP Matching Contributions
- Complimentary hotel nights and discounts at Hyatt properties around the world
- Extended Health and Dental medical benefits for you and your dependents 30 days after joining
- Tuition reimbursement program

**SUMMARY**

**About the Role - Reservations Manager**

The Reservations Manager is responsible for implementing revenue management systems and standards and practices to control rooms' inventories and rates. This person participates in strategic hotel marketing plans by monitoring future room occupancy and revenues. The Reservations Manager will oversee the hotel reservations department to maintain optimum levels of production resulting in optimum occupancy. Additional responsibilities may include but are not limited to, overseeing the group sales and reservations process, monitoring and assessing all lost business reports, monitoring and implementing strategies for Internet distribution channels and training and developing all reservations personnel.

**Some of the responsibilities include**:

- Daily house count and expected arrivals/departures
- Maintain complete knowledge and comply with all hotel policies and procedures.
- Collect guest preferences for all guests.
- Access all functions of computer systems according to established procedures and standards.
- Provide callers with accurate information on hotel facilities and services
- Take, record, and relay messages accurately, completely, and legibly. Offer and connect the caller to voice mail when appropriate.
- Book reservations accurately and in a professional manner.
- Reservations booked must be very detailed and must include as much information as possible.
- Hard-block any special room request, such as accessible rooms and suites.
- Document and confirm reservations and cancellations.
- Block rooms in the appropriate system and follow through on designated requirements.
- Promote packages, promotions, and up-sell whenever possible
- Set up accurate accounts for each reservation according to their requirements (i.e., share-with, separate room/tax/incidentals, comp).
- Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery of amenities.
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests).
- Legibly document maintenance needs on work orders and submits them to Engineering
- Extend every effort to assist with alternative accommodations for guests unable to make reservations when our hotel cannot accommodate them.
- Enter and manage group rooming lists
- Blocking group rooms prior to arrival as needed
- Assisting sales with all things group reservations related
- Review group cutoff dates to ensure rooming lists are entered before the group is cut off.
- Collect guest preferences on each reservation call.
- Record guest preferences and update guest profiles accordingly.
- Update guest preferences reports and inform hotel leaders regularly.
- Promote collection of guest preferences throughout the hotel.
- Assist all departments in obtaining appropriate information regarding groups’ inventory and guest information.
- Train and coach coordinators to maintain Forbes Five Star standards through bi-monthly coaching sessions
- Call score coordinator phone calls in order to help them reach Navis non-negotiables

**Qualifications**:

- Motivated and highly organized
- Strong attention to detail
- Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability and ethnic backgrounds
- Clear concise written and verbal communication in English
- Working knowledge of computers systems; word and excel
- Previous hotel reservations would be considered an asset
- Ability to work individually and as a team