reservations agent Vancouver
Job description
Full Job Description
ABOUT US
The Sheraton Vancouver Wall Centre and The Westin Wall Centre, Vancouver Airport are dedicated to providing guests with exceptional quality, service, and value. These guiding principles are evident with every check-in, bed made, or breakfast served. You can see this commitment to quality in the physical properties of the hotels themselves; located in the heart of the city and at Vancouver’s airport, surveying the magnificent natural elements that combine to make Vancouver one of the most beautiful cities in the world. We are proud to be Vancouver built, Vancouver owned, and Vancouver run.
A wall is only as strong as those that build it. Our associates are brought together by the fundamental sense of self-worth they derive from helping others. While each person’s talents are a credit, it is an individual’s commitment to the group effort that creates excellence.
Our foundation is exceptional people, and our passion is supporting them to succeed and exceed. More so than experience or education, it is a unanimous enthusiasm that is most highly valued. For those who work hard and consistently display positive attitude and aptitude, the opportunities for growth are endless.
RESERVATIONS MANAGER
RESPONSIBILITIES:
· Review daily cancellations and no-shows for accuracy and charge fees based on cancellation policies.
· Communicate with operation teams the arrivals activities for the current day and 3 days out
· Audit future arrivals list – including third party reservations and other audits related to peak season. During peak season, audit same day reservations at least twice per day.
· Manage reservation associates, (including Group Reservations), including, but not limited to, conducting one evaluation per associate per year and consistent coaching for guest satisfaction are necessary.
· Input payroll, incentives sheets and create/distribute weekly schedule. Ensure vacations are taken by each associate in a timely fashion throughout each year.
· Implement and maintain an ongoing upsell incentive program to keep associates engaged and increase ADR.
· Organize and conduct quarterly departmental meetings; participating in and helping develop proactive sales training programs for reservations associates, maintaining high morale, minimizing turnover and concentrating on development on a quarterly basis.
· Manage Group Reservations by monitoring group pick up, cut off, and rate availability to maximize room’s revenue and guest satisfaction. Review group resumes ensuring accuracy.
· Build group blocks in PMS and verify all rates are correct and inventory is matching with Sales and Events systems. Coordinate with Sales and Events team to update group projections in the system.
· Build and service various in-house wholesale blocks based on contract on a seasonal basis.
· Handle all reservation enquiries via email, telephone and other electronic mediums in a friendly and expedient manner. Provide follow up where necessary.
· Reply to all positive and negative 3rd party OTA reviews within 24hrs and answer any reservations questions through various extranets.
· Liaise with the front office team to support the associates and drive the Hotel’s GuestVoice Scores during peak times. This could be MOD coverage, assisting with check ins/outs, Switchboard assistance and meeting with Tour/Group leaders on occasion.
· Support high volume time and assist with incoming reservations calls as business dictates in a friendly and efficient manner.
· Have knowledge of requested information concerning the city, activities that drive tourism, the hotel and its services.
· Obtain the necessary information from the guests and enter it accurately into the reservation system.
· Must be effective in sales and up selling and provide encouragement and support for reservation associates.
· Manager must be comfortable to say no to our guests when it is necessary; in order to maintain revenue integrity in alignment to the hotel’s budgeted targets.
· Maintain an effective flow of communication to all other departments and ensure all reservations staff is kept informed of items that concern them.
· Be aware of hotel operations and provide reservations associates with appropriate information to assist guests quickly and accurately.
· Ensure all reservations are processed efficiently and accurately and that all central reservations are corrected daily. Monitor call volume and take appropriate action to maintain call conversion at a minimum expectation as dictated by management.
· Manager will be measured against call conversion and CRS redirection for each year as it is management’s focus and expectation that calls transferred off property are reduced are made due to the size of our team.
· Ensure daily reports are run and reviewed in order to maintain an accurate reservations process.
· Assist Director of Revenue as necessary.
· Develop methods to increase guest use of automated booking channels
· Identify efficiencies to improve call-conversation and reduce lost calls.
· Streamline administrative tasks and refocus energies towards service-excellence and revenue generation.
· Coach associates to reduce call-length and increase conversion of premium rooms.
QUALIFICATIONS:
· Must have a minimum 3 years previous Hotel Leadership experience, preferably in Front Office or Reservations in a similar hotel environment.
· Must have strong communication skills, both verbal and written.
· Must be fluent in verbal and written English, a second language is an asset.
· Must be effective in handling conflicts, including identifying, anticipating, preventing, and solving problems as necessary.
· Must be able to maintain confidentiality of information and follow company policies on properly managing such information.
· Must be able to spend extended lengths of time viewing a computer screen.
· Must be able to implement and maintain Wall Centre and Marriott standards, policies and procedures.
· Dynamic, enthusiastic, assertive career minded individual.
· Strong people management skills, especially forming and maintaining a quality team that is motivated and mutually supportive of each other.
· High self-initiative, self-starter, dependable and able to multitask in a busy environment.
· Excellent computer skills including PMS systems – Galaxy/LightSpeed is an asset.
· Walking and standing for long periods of time may be required; you must be able to exert a well-paced mobility to get to other departments in the hotel on a timely basis
· Must be available to work more than 40 hours per week as business dictates.
· Scheduling flexibility including the ability to work weekends, stat holidays, evenings and overnight shifts.
· Must be able to lift 40lbs.
· Post-secondary education specializing in Hospitality Management an asset or equivalent
PERKS:
- Explore Travel Program
- Ongoing Associate Appreciation Events
DIVERSITY
Wall Centre Hotels is committed to diversity and inclusion in the workplace. Wall Centre Hotels, through education, review and engagement is achieving a work environment that is fair and just for all associates and where all associates are valued for the diversity they bring to the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, disability, and age.
Job Types: Full-time, Permanent
Salary: $68,000.00-$75,000.00 per year
Benefits:
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- RRSP match
- Vision care
Schedule:
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- Vancouver, BC V6Z 2R9: reliably commute or plan to relocate before starting work (required)
Experience:
- previous Hotel Leadership: 3 years (required)
Shift availability:
- Day Shift (preferred)
Work Location: In person
About Marriott International
CEO: Anthony Capuano
Revenue: $10+ billion (USD)
Size: 10000+ Employees
Type: Company - Public
Website: http://www.marriott.com/careers
Year Founded: 1927
