Reservations Manager

ABOUT US

At InterContinental® Hotels & Resorts our role is to put the glamour into international travel.

That’s where you come in.

When you’re part of the InterContinental Hotels & Resorts brand you’re more than just a job title.

At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.

Be yourself and at the centre of it all.  Located in the heart of the entertainment and business districts in downtown Toronto, InterContinental Toronto Centre currently has an opening for a Reservations Manager.  If you are passionate about hospitality and take pride in offering exceptional service, we would love to have you be a part of the IHG team!  Our colleagues continue to aim higher and show they care about our guests and each other to ensure we achieve our goal of creating great hotels guests love.

YOUR DAY TO DAY 

Manage the guest reservations function including but not limited to advanced room reservations and group coordination service to ensure prompt service, productivity, and maximize hotel profitability.

DUTIES AND RESPONSIBILITIES


* Manage the daily activities of the reservations staff.  Schedule and assign work. 


* Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies.  Alert management of potentially serious issues.


* Ensure all staff is properly trained on systems and service standards and have the tools and equipment needed to effectively carry out their job functions.


* Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.


* Assist in the monitoring of competitors, dynamics of local market, demand generators, and contribute to the hotel pricing and market mix strategy.


* Complete records and reports in regard to room availability and guest room commitments; forecast weekly occupancy and rate.


* Maintain historical records of reservations arrivals, cancellations and denials to assist in formulating future reservations estimates.


* Respond appropriately to guest complaints.  Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. 


* Promote teamwork and quality service through daily communication and coordination with other departments.  Monitor group reservation activity daily and communicate status with sales department.  Follow up on tentative sales bookings with respective sales staff to update status.  Communicate fluctuations in room occupancy to operations so that appropriate staffing adjustments and efficiencies are maintained.


* Interact with outside contacts:
+ Guests, visitors – to ensure their total satisfaction
+ Other contacts as needed (other hotels, travel and tour represen...