Manager - Central Reservation, Hospitality Services

Requisition ID: 234912

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**Purpose**

Lead and oversee the meeting room reservation department within the Hospitality Services portfolio. Implement strategies and best practices to enhance the booking experience for employees and stakeholders, ensuring ease of booking for clients and efficient use of meeting rooms. Manage occupancy calendars to identify opportunities across venues, while minimizing time and cost resources to optimize space and resource planning.

**Is this role right for you? In this role, you will**:
**Reservations**
- Manage the day-to-day operations and inventory of the reservations department, including the
- management of in-house reservation systems, reservation inquiries, managing bookings and ensuring
- the quality of reservations and the accuracy of reservation bookings.
- Provide strategic guidance to clients with venue sourcing and event planning to ensure client’s
- objectives are met for each event.

**Capacity Management & Space Optimization**
- Identify and address common challenges such as scheduling conflicts, underutilization, and capacity
- planning to achieve space optimization.
- Maintain a user-friendly process for booking, using, and maintaining meeting rooms in the portfolio in
- order to continuously improve the client experience.
- Establish best practice standards for optimal space utilization.

**Customer Relationship Management & Employee Experience**
- Establish and maintain relationships with Executives, clients, and partners to further increase
- booking interest and awareness of meeting space options.
- Drive quality customer satisfaction through a seamless guest experience.
- Leads and drives a customer focused culture throughout their team to deepen client
- relationships and leverage broader Bank relationships, systems and knowledge.
- Troubleshoot and resolve operational issues promptly and professionally; proactively anticipate
- needs of employees, clients and partner while concurrently taking steps towards solutions.

**Communication**
- Act as the central point of contact for all clients requiring meeting room reservations.
- Create and facilitate marketing strategy venue promotion and awareness via ‘Event Venue
- Roadshows’ and other campaigns.
- Establish and disseminate booking policies and procedures internally to users through various
- communication channels.

**Reporting**
- Utilize meeting room management system to generate data analytics on room utilization, booking
- patterns, demand and meeting attendance.
- Liaise with the Senior Managers and Director to increase occupancy usage and forecast revenue
- streams and demand.
- Track no-shows, turn downs, cancellations and last-minute changes and recommending best
- practices to manage such.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day
- activities and decisions.
- Creates an environment in which their team pursues effective and efficient operations of their
- respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales
- Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business
- controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and
- conduct risk.
- Builds a high-performance environment and implements a people strategy that attracts, retains,
- develops and motivates their team by fostering an inclusive work environment and using a coaching
- mindset and behaviours; communicating vison/values/business strategy; and, managing succession
- and development planning for the team.

**Do you have the skills that will enable you to succeed in this role? - We’d love to work with you if you have**:

- Post-secondary degree from a credited university or college
- Related experience or equivalent work experience in customer service and event management.
- Excellent verbal and written communication skills including presentation skills to small/medium sized groups.
- Able to work with minimum supervision and in collaboration with a large team.
- Proven capability to engage with all levels of management, extending up to and including the CEO.
- Strong relationship management and people oriented skills
- Strong problem solving and strategic analysis. Strong skills in MS Office (Word, Excel, Outlook, One Note)
- Knowledge of conference/meeting room technology, videoconferencing, etc. or ability to learn

**Work Arrangement**:Work in a standard office-based environment; non-standard hours are a common occurrence. Travel may be required on an exception basis.

**Interested?**

At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That is why we work to grow and diversify talent and engage employees in a performance-oriented culture.

**What's in it for you?**

Scot