Group Reservations Supervisor

Westmont Hospitality Group•Vancouver, BC

2d•CA$0 - CA$33•Onsite

About The Position

Under the general guidance of the Reservations Manager, the Group Reservations Supervisor is a hands-on leadership position responsible for managing the successful operation of the Groups Coordination Department. This includes maintaining a consistently high standard of customer experience and quality within the department while ensuring all tasks related to managing groups are handled in a timely and effective manner. The role involves ensuring all group blocks (current and upcoming) are managed for availability, guest reservations, and rates. Additional duties include training, performance management, assisting with recruitment, entering reservations (manually or via a rooming list), establishing online booking links through the Passkey online booking system, setting up group billing as per contract, and assisting guests and clients with any special requests during their stay.

Requirements

3 years of hotel experience in front office or reservations.
Knowledge of selling skills and the demonstrated ability to upsell is required.
Computer Skills - Demonstrated ability with regard to computer skills, including an intermediate level of Microsoft Office Suite, proficiency with e-mail, internet and data base applications.
Proven written and verbal communication skills with demonstrated experience in producing professional documents and communications.
Ability to handle conflict resolution.
Knowledge of Hotel protocols; uses a friendly, professional telephone manner and possess excellent communication skills
Possesses excellent organizational and time management skills and is able to multitask & meet deadlines in a high-pressure work environment.
Requires long periods of sitting in front of a computer; must have demonstrated the ability to work with minimal supervision.
Maintains highest standard of professionalism, ethics, grooming and attitude towards guests, clients and other associates.
Contributes an energetic and positive attitude to the hotel atmosphere.

Nice To Haves

Knowledge of Opera PMS and group rooming lists & blocks is an asset.
Experience using hotel programs – Passkey, GroupMax and Opera is an asset.
High-volume telephone calls are an asset.

Responsibilities

Lead and direct the Group Reservations Coordinators.
Work closely with the Reservations Manager to ensure the smooth operation of the department.
Assist with recruitment, train, monitor individual coordinators’ performance, coach and counsel as required and conduct performance reviews.
Entering rooming lists into the hotel’s property management system with accuracy, assigning rooms and special requests as needed, and submitting written confirmation to guests.
Compiling daily group arrivals lists to review, check reservations for accuracy and adjust as needed.
Working closely with Accounting to ensure all billing is set up correctly in the hotel’s property management system. Duties include preparing invoices, posting charges to guests’ and clients’ credit cards or accounts, and sending statements of charges where required.
Reviewing VIP guest accounts to ensure all necessary information is noted (professional title, company, requests/preferences, room upgrades, etc.).
Setting up booking platforms for guests through the Passkey online reservations system. This includes entering and consistently maintaining inventory, rates, and policies, and ensuring they align with the hotel’s property management system.
Reviewing and adjusting the hotel’s group room inventory in the property management system.
Preparing a weekly pickup report to determine the availability of rooms within all group blocks. Attending a subsequent weekly interdepartmental meeting to discuss.
Assisting the Individual Reservations department as required. This includes: responding to individual reservation queries from prospective hotel guests (by phone, email, etc.), providing details on vacancies, policies, and rates, collecting and entering reservation data and guest details into the hotel’s property management system, and reviewing and sending written confirmations.
Establishing initial contact with the client at file turnover and building and maintaining a relationship with them up to arrival for all matters pertaining to room usage. Sending pick up reports as requested (to indicate rooms available within group block), entering rooming lists and managing changes to/cancellation of attendee reservations, special requests, etc.
Answering clients’ and guests’ queries about the services available to them in the hotel/ city and offering to further assist them (with spa reservations, restaurant bookings, airport transportation, etc.).
Managing guests’ and clients’ complaints (and escalating them to the appropriate manager if necessary).
Preparing informational documents (known as Group Resumes) and submitting them to all concerned departments, including Front Desk, Bell Services, Housekeeping, Accounting, and Food and Beverage Outlets.
Maintaining constant communication with hotel Sales, Catering, Front Desk, Accounting, and Reservations Departments to ensure contract terms, contract dates, and any other pertinent information are known and adhered to.
Understanding the departmental need to-and is willing to-work in other related departments during peak periods as required (e.g., Switchboard, Front Desk and Concierge).
Attending and participating in departmental meetings.
Performing Group administration responsibilities as assigned.
Performing other related duties as required.