Reservations Coordinator (Contract Position) - Hilton Garden Inn

JOB SUMMARY

The Reservations Coordinator is primarily responsible for handling various types of reservations. This person will work with customers to align customer preferences with brand needs and actively up-sell each business opportunity to maximize revenues & drive customer loyalty. This position will also ensure that business is turned over properly and in a timely fashion for quality service delivery. This person is responsible for driving customer loyalty by delivering service excellence throughout each customer experience. This position will process reservation calls, rooming lists and build group bookings as required. This position requires excellent selling skills, strong communication skills, and a detailed understanding of property operations to solidify group & corporation. This is a maternity leave contract position.

JOB RESPONSIBILITIES

• Promptly answer reservation inquiries via telephone, fax and/or emails in a friendly and professional manner
• Respond to guest inquiries about hotel services, and any other information they may require
• Book room reservations while focusing on maximizing room revenue and average rate using standard rate quoting scenario at all times. Up sell rooms when possible
• Enter reservations into the computer according to standard operating procedures.
• Handle guestroom modifications and cancellations
• Analyze data to determine availability and rates
• Communicate and work closely with the Sales Department concerning group bookings
• Input and manage group bookings and ensure these are kept up-dated with any changes until departure, following the group booking procedure
• Book rooms using hotel standards for Group Rooming Lists and Booking Agreements
• Assist in entering and modifying group blocks and rooming lists
• Preparing group key packs for the front desk and coordinating a smooth group check in
• Process all direct and third-party reservations in a timely and efficient manner
• Must maintain a professional and effective working relationship with all departments to ensure all departments are informed of any potential problems/situations
• Collaborate with Sales, Front Desk and other departments as needed
• Resolve guest concerns or complaints in a timely, courteous and professional manner
• Enroll new guests into the Hilton Honors Rewards Program
• Flagging potential new corporate business and communicating information to the sales department
• Sending weekly forecasts for scheduling purposes
• Preparing special billing and special requests
• Ensures VIPs are handled appropriately and are communicated to all necessary departments
• Ensure inventory is balanced for future reservations, especially during busy days
• Ordering office supplies
• Perform other duties as assigned to meet business needs
• Other tasks as required

QUALIFICATIONS

• Minimum of 6-12 months of relevant experience in Front Desk Operations/Reservations
• Experience using OnQ R&I and PEP is an asset
• Proficient in Microsoft Office and Excel
• Excellent communication skills, both written and verbal.
• Bilingual is an asset
• Flexible and able to prioritize multiple tasks in a fast-paced work environment
• Must be able to work & concentrate in a high-volume area
• Demonstrated ability to deal with guest’s complaints and solve all issues
• Excellent listening skills
• Strong time management and organization skills
• Ability to sit, stand, walk, and climb stairs for extended periods of time/frequently in order to interact with clients and staff internally/externally of the hotel
• Flexible availability, must be able to work weekdays, weekends, and holidays

Bona Hospitality is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status, disability, or any other characteristic protected by applicable legislation.

We celebrate diversity and are dedicated to creating an inclusive work environment where everyone feels valued, respected, and empowered to contribute to our mission.

We encourage qualified individuals from all backgrounds to apply for available positions and join us in our pursuit of excellence.

We will accommodate the needs of applicants under the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and any other applicable legislation throughout all stages of the recruitment and selection process. If you require support/accommodation during the hiring process, please contact our Human Resources Department at HR@bonahospitality.ca.

#BonaHiring

Job Type: Full-time

Pay: $23.00 per hour

Benefits:

• Discounted or free food
• On-site parking

Schedule:

• Monday to Friday

Experience:

• reservations: 1 year (required)

Language:

• English (preferred)

Work Location: In person