POSTING: ASSISTANT CENTRAL RESERVATIONS MANAGER
EFFECTIVE DATES/LOCATION:
Effective Start Date:
Immediately
Location: Richmond, BC
REPORTING TO: CENTRAL RESERVATIONS MANAGER
JOB DESCRIPTION:
The Sandman Hotel Group is looking for a professional, dedicated, and organized
Assistant Central Reservations Manager to assist in leading our fast paced national call
centre team and managing day-to-day operations. The individual will be responsible for
all aspects of the Central Reservations Department, including staffing/scheduling,
performance assessments, training/developing reservation agents, maintaining service
standards, budgeting and monitoring systems and processes of the call centre.
JOB REQUIREMENTS:
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A university degree or college diploma in hotel management or other related
discipline is required.
1-3 three years previous management experience in a hotel reservations or front
desk environment is a must.
Must have excellent command of the English language and good computer skills.
Must be a well organized, communicate effectively, and have a good sense of
humour and proven decision making abilities.
Must have strong leadership skills and be able to lead a large team of individuals.
Familiarity with Revenue Management principles will be helpful but not necessary.
Applicants are required to be flexible with work schedule, including weekends and
night schedule as necessary.
Experienced with Microsoft Office applications (Word, Excel, Outlook, etc.)
Must be able to multi-task with exceptional attention to detail.
DUTIES:
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Assist the Central Reservations Manager in all aspects of maintaining daily
reservation operations
Maintain and evaluate statistical information for tracking and decision-making
purposes.
Achieve budgeted targets for the department with emphasis on maintaining
previously agreed upon quality and service standards.
Ensure agents are using proper selling techniques and strategies thus maximizing
revenue generation and contribution.
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Resolve internal & external customer complaints, respond to enquiries and
troubleshoot as necessary.
Develop, implement and evaluate policies and procedures that improve efficiency
and effectiveness of our Reservations Centre.
Coordinate work groups, develop team work, delegate effectively
Provide direct leadership to Reservations Lead Agents and Central Reservations
team via constant feedback, reviews and performance assessments.
APPLICABLE SKILLS
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Excellent command of the English language (written & verbal)
Demonstrated supervisor skills; good judgment and common sense.
Computer literate with knowledge of a variety of computer software applications.
Excellent organizational and time management skills, with the ability to set priorities
for self and others.
Very good customer service / service recovery skills
Detail oriented with the ability to multi-task.
Secondary language preferred, but not required
Entry Level Position:
No
Supervisory Level Position:
Bonus Plan: _√_Yes
_ _No
Yes
Compensation:
Salary Range: TBC
Other: __√__Extended Medical
PACKAGE)
_√___Dental
Accommodation: ____Yes
_√__No
__√__Health Care (STANDARD HOTEL
SUMMATION:
Submission of resume does not guarantee an interview or an actual transfer. Qualified applicants are
encouraged to apply, provided they meet the minimal requirements of the applicable skills required.
To apply for this position, please submit application (along with your resume) to
Geejay Villadolid – Central Reservations Manager
604-276-1162 - gjvilladolid@sandman.ca before August 15, 2012.