Reservations Coordinator

Job Description

Reporting to the Reservations Manager with a direct line and Director of PR, Digital Marketing Manager with a dotted line, the Reservations Coordinator is responsible for coordinating and assisting in the daily operations of the Reservations team and provides direct administrative support and assistance to Reservations Manager and PR and Digital Marketing team.

Telephones - Assist with answering telephones within 3 rings for the Reservations Office and directing calls appropriately.

Taking sleeping room reservations over the phone and assisting with any reservations related inquiry

Manage shared reservations inbox to respond to inquiries over email

Manage communications with guests over third-party extranets such as Expedia Partner Central – send pre-arrival servicing message to all Amex Hotel Collection arrivals in advance of their stay

Manage Passkey reservation links for in house groups

Detailing of reservations to include ETAs, guest preferences, soliciting ALL enrollment, upselling and creating “surprise and delight” moments.

Ensure deposits are taken on bookings that require pre-payment. Use Secure Pay to set up billing on reservations as needed.

Amenities - Process amenity requests in Royal Service and assure note card from Manager is brought to IRD. Set traces for any amenity packages booked.

Work with Director of PR to assist with internal communications to spread word about hotel and restaurant news with colleagues, including designing collateral.

Assist Director of PR with F&B photo shoots for OAK Long Bar + Kitchen (hold lights, move plates, etc.)

Assist PR & Marketing with drafting of social media copy and captions.

Assist Digital Marketing Manager with hotel reputation and website management

Support in preparing digital marketing month end reporting

Assist with managing and organizing hotel digital photo library (collecting and saving wedding images)

Participate in hotel and sales training programs when applicable.

Conduct “shop calls” to competitive hotels to gain current market availability and rate information.

Provide back up to all other Coordinators in Sales and Events as appropriate. 

Train in all coordinator tasks to assist as necessary and assist in training peers on job duties to develop strong cross trained team.

Attend meetings, take minutes and draft notes as required.

Have a complete knowledge of hotel services and accommodations.

Maintain regular attendance, as required by scheduling, and in compliance with hotel standards.

Approach all encounters with guests and employees in a friendly, service-oriented manner.

Ensure prompt and courteous service is extended to both internal and external customers.

Comply at all times with hotel standards and regulations to encourage safe and efficient hotel operations.

Maintain high standards of personal appearance and grooming, adhering to the proper dress code and wearing nametag while working

Qualifications

• College degree or diploma in Hotel/Restaurant Management an asset.
• Must possess an advanced degree of knowledge in Excel and Word.  Knowledge of Opera an asset, Canva and web CMS platforms (Wordpress) an asset. Social media savviness a plus.
• Sedentary work.  Exerting up to ten pounds of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry push, pull or otherwise move objects, and long hours sometimes may be required.
• Energetic, self motivated and flexible to change
• Excellent verbal and written communication skills
• Must be professional, enthusiastic, a strong team player and possess excellent
• Proven ability to meet deadlines in a fast paced work environment
• Ability to multi task to accomplish job responsibilities
• Competency learning and using various technology, sales systems and digital platforms