Luxury Travel Supervisor

Job Description Vintage and Niagara's Finest Hotels are currently seeking a full time Luxury Travel Supervisor to join our Reservations team

Situated in the heart of Niagara on the Lake, this is an excellent opportunity for those looking to take the next steps in their hospitality careers

**Position Summary**:Managing the day to day operations of the Central Reservations department, comprised of switchboard, room reservations and spa reservations. Guide, support and oversee the Luxury Travel Team as they strive to delivery exceptional experiences, including training and mentoring of new personnel, performance management, compliance of approved SOP processes, identifying ongoing development needs of team members and monitoring of Quality Assurance Standards.

**Duties and Responsibilities**:

- Providing personalized and exceptional Guest service at every given opportunity
- Supervising the day to day operations of the switchboard, room reservations and spa reservations teams
- Answers the telephone, takes reservations, referring calls to the appropriate person/departments as necessary
- Active participation of the Recruitment & Selection process for new hires
- Daily monitoring of team standards performance, including counseling or coaching as required
- Responds to Guest concerns and follows up as necessary ensuring Guest satisfaction
- Performs accounting duties related to credit card approvals for reservations and daily cash reports as needed
- Performs sales functions, processes expectancy reports, in-house daily lists, group rooming lists and occupancy reports and call statistics reports
- Process spa bookings and packages as required
- Process forms and assist in booking purchase gift letters and donations
- Processes mass mail outs for brochures, promotions, confirmation letters and special occasions for Lais Hotel Properties Limited
- Respond to Guest complaints, requests and referrals as necessary
- Reserve services/ amenities in conjunction with other packages being purchased
- Maintain open lines of communication with suppliers of IT business (i.e. Chamber of Commerce, Shaw, FIT)
- Assist in the maintenance of on-line booking engine
- Assist in the building of packages, rates, and yield strategies
- Participation and input in forecasting, budgeting and marketing plan preparation
- Maintains motivational and incentive programs to promote sales
- Meeting established up-selling and sales goals
- Having a thorough knowledge of Lais Hotel Properties’ products and services
- Suggesting additional product and services meeting our Guests’ specific preferences
- Assessing Guests’ individual needs to meet standards for additional products and services
- Actively seeking ways to meet Guests’ product or service needs
- All other duties as assigned

**Professional Requirements**:

- Grade 12 Education combined with a College Tourism or Hospitality degree
- Previous Supervisory experience an asset
- Basic computer and keyboarding skills including Word, Excel and previous property management system experience an asset
- Previous up-selling and/or sales experience is considered an asset
- Maintains strict level of privacy and confidentiality

**Personal Attributes**:

- Strong Communication skills
- Must be pleasant and cheerful
- Must posses a professional and diplomatic demeanor
- Must be a positive, supportive and Team Player
- Strong sales attitude with the ability to negotiate with clients
- A motivator and coach
- A proactive, problem solver
- Confidence in selling and up-selling products and services
- Positive sales oriented personality
- Desire to meet goals
- Ethical and honest

**Physical Requirements**:

- Extensive use of the keyboard
- Restricted to desk for extended periods of time (up to 85% of shift)
- Stress in dealing with high volume of calls and Guest complaints
- **Accessibility accommodations can be provided throughout the recruitment process upon request.**_

**Job Type**: Part-time

**Benefits**:

- Company events
- Discounted or free food
- Employee assistance program
- Profit sharing
- Store discount

Schedule:

- Monday to Friday
- Weekends as needed

Work Location: In person

Application deadline: 2025-02-14