Reservations Manager

1 week ago

Edmonton, Canada West Edmonton Mall Property Inc. (West Edmonton Mall & Fantasyland Hotel) Full time

The Reservations Manager is responsible for the day-to-day operation of the Fantasyland Hotel Reservations department, ensuring that hotel standards, policies and procedures are communicated and observed by department employees while simultaneously driving strategic pricing and inventory management policies to achieve overall revenue goals.
As the Reservations Manager, you will be eligible for our benefits package, have access to regularly hosted employee events that foster team spirit, and enjoy our commitment to work-life balance through participation in a four-day work week program.
**PRIMARY RESPONSIBILITIES**:

- Supporting, training, and supervising all reservations agents, ensuring they have the proper tools and skills to be able to provide the best possible service to Fantasyland Hotel Guests and to achieve individual and team call quality, conversion, revenue and upselling targets.
- Assisting staff when problems arise and provide customer service to upset, and angry guests with the attempt to resolve the situation.
- Administering programs and policies to improve the efficiency and effectiveness when taking reservations.
- Ensuring accuracy of all room reservations and guest information across all systems.
- Promoting teamwork of staff members by setting good work examples, encouraging good work habits, being positive in all situations, and acknowledging good work.
- Collaborating with all hotel departments to ensure hotel goals for guest service and revenue generation are achieved.
- Ensuring knowledge and use of hotel policies and procedures in the reservations department.
- Ensuring all proper reports are fully and correctly completed and forwarded to the proper personnel daily and maintain accurate recording of the hotel’s revenue and potential revenue.
- Strategic staff scheduling that aligns with business needs.
- Creating and executing monthly training plans based on department goals.
- Preparing and leading monthly staff meetings to address departmental issues, celebrate wins and keep team apprised of department and hotel goals.
- Motivating team and maintaining a positive work environment including planning team building events
- Assisting the Director of Revenue Management with daily, monthly, and weekly reports and revenue management tasks
- Managing and maintaining all OTAs and FIT partners to maintain optimal business mix
- Monitoring and controlling inventory at both the room type and property level to strategically optimize occupancy at two properties.
- Monitoring and updating RMS to confirm yield management strategies reflect current market conditions and are effective.

**DESIRED QUALIFICATIONS**:

- Minimum of three years’ leadership experience in Hotel Reservations, Call Centres, or a comparable environment.
- Post-secondary education in Hospitality Management, Business Management or a related discipline.
- Solid understanding of revenue management principles and how to effectively utilize strategies to increase RevPAR is an asset.
- Strong skills in communication, organization, time management, problem-solving, and customer service.
- Proven ability to perform well under pressure and effectively manage challenging customer situations.

**TERMS OF EMPLOYMENT**:

- This is a full-time on-site position that requires a flexible schedule Monday through Sunday.
- This is a salaried position that will depend on experience and qualifications.
- Must be able to pass a basic security clearance.

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