Under the general direction of the Hotel Guest Services Assistant Manager, this position is responsible for the promotion, sales and booking of hotel accommodation while contributing to a safe and welcoming work environment. Ensures adherence to the Company's policies and procedures, motivates and leads by example and supports Great Canadians learning environment while establishing a safe and welcoming work environment for all team members.
Key Accountabilities
- Answers calls, faxes and emails; checks availability; offers recommendations
- Quotes room rates; books rooms
- Provides travel information, local tourism information and attractions
- Provides information n on the resort: upcoming shows, special events and promotions
- Promotes hotel packages including all areas of the resort
- Up-sells to increase revenues
- Explains the cancellation policy
- Sends out confirmation notices; accepts payment and gives refunds
- Handles group enquiries or forwards to Sales
- Liaises and communicates effectively with all appropriate operational departments
- Develops and cultivates strong working relationships with all stakeholders: guests, ownership and team members
- Ensures compliance with licensing laws, health and safety and other statutory regulations
- All other duties as assigned.
Education and Qualification Requirements
- High School Diploma; Post Secondary hospitality or hotel education or suitable combination of education and experience
- Reservations experience an asset
- Basic computer Skills: Microsoft Word, Excel. Internet
- Knowledge of the area and surrounding attractions
- Ability to multitask under time constraints
- Working knowledge of reservations system to perform taking reservations, dupe checks, non-guaranteed cancellations, claimed reservations, setting the house statistics, etc
- Must have working knowledge of voucher procedures, gift certificates
- Ability to exceed internal and external customer expectations through timely, effective and service oriented communication
- Bilingualism (French and English) is required
Work Environment Considerations
- Regular hotel and back-office workplace, sitting for long periods of time
- The role requires a flexible schedule that adapts to 24/7 operation, and will have non-traditional work hours including holidays, evening, overnight or weekend shifts.