Reservation manager

Germain Hôtels•Montreal, QC

9d•Onsite

About The Position

You set the tone for the guest experience, long before arrival. A reservation is often the first real contact with our guests. It is the moment when we listen, reassure, understand their needs and where attention to detail already makes all the difference. We are looking for a service-driven, organized and inspiring leader to guide the Reservations team for Montréal and Charlevoix. In this role, you will help create a warm, seamless and personalized experience from the very first interaction, while supporting hotel performance, operational quality and guest trust, no matter the booking channel.

Requirements

An inspiring leadership style and a natural ability to build a strong team spirit.
A strong sense of guest service and communication.
Solid problem-solving, analytical and organizational skills.
The ability to manage multiple priorities and perform in a changing environment.
Autonomy, initiative and a strong sense of responsibility.
1 to 3 years of hotel experience in a supervisory or management role.
A good understanding of hotel operations, sales, revenue and distribution channels.
Knowledge of a PMS, OPERA Cloud considered an asset, a CRS, iHotelier or OTA Sync considered an asset, as well as the Microsoft Office suite.
Strong communication skills in French and English, both spoken and written, due to the nature of the role and interactions with English-speaking colleagues, partners or guests across Canada.

Nice To Haves

Knowledge of OPERA Cloud
Knowledge of iHotelier or OTA Sync

Responsibilities

Supervise, engage, train and develop a team of Reservations Agents who are committed, high-performing and focused on service excellence.
Develop and implement tools and practices to maximize call conversion, hotel occupancy and guest satisfaction.
Plan, distribute and coordinate the department’s workload to ensure operational efficiency and respect of deadlines.
Collaborate with the Revenue team on inventory, rates, availability, stay restrictions and configurations across the various distribution channels.
Ensure rate parity and availability accuracy to maintain guest trust, no matter the booking channel.
Monitor, apply and help evolve the standards, policies and procedures of the Reservations department.
Work closely with hotel, Revenue, Distribution and Guest Experience teams.
Verify the accuracy and proper electronic delivery of reservations on a daily basis.
Support the team when needed, including by taking calls or providing operational support.