Reservations Supervisor

Naturally Pacific Resort; Campbell River; On-site; CAD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking resort that values exceptional hospitality and teamwork. As a Reservations Supervisor, you will lead a dedicated team, ensuring guests receive outstanding service while managing bookings and inquiries. This role offers the chance to grow within a vibrant organization that prioritizes employee well-being and career development. Enjoy a dynamic work environment where your contributions are recognized, and be part of a community that celebrates diversity and innovation. If you are passionate about hospitality and eager to make a difference, this opportunity is perfect for you.

Benefits

Comprehensive health coverage

Ongoing training opportunities

Employee Assistance Program

Discounts on resort amenities

Support for wellness goals

Pension Plan eligibility after 1 year

Accommodations available for qualifying candidates

Qualifications

• 1-2 years in a leadership role within hospitality.
• 3+ years of guest service experience.
• Experience with hotel property management systems.

Responsibilities

• Supervise the Reservations team and ensure high customer service.
• Manage guest inquiries and booking requests professionally.
• Train and motivate team members to create a positive environment.

Skills

Leadership

Guest Service

Communication Skills

Conflict Resolution

Attention to Detail

Yield Management

Education

High School Diploma

Hospitality Management Degree

Tools

Hotel PMS (Opera, Maestro)

MS Office Suite

Job description

The Team
Naturally Pacific Resort aims to become a top resort that welcomes everyone and offers exciting experiences every day. We are seeking team members who are passionate about providing exceptional hospitality and service, and who align with our values of Passion, Community, Inclusion, and Innovation. Our focus is not only on creating memorable experiences for guests but also on establishing a fulfilling and enjoyable work atmosphere for our team. Becoming part of the Naturally Pacific team will allow you to engage in the hospitality industry within an expanding company that values every individual's input and celebrates achievements collectively.

The Role
As a key member of our team the Reservations Supervisor will be responsible for overseeing the daily operations of the Reservations department. The Reservations Supervisor will ensure the highest level of customer service and hospitality when interacting with our guests. They will be a hands-on leader whose team will be responsible for guest interactions when booking their stay. The ideal candidate will have leadership and hospitality experience.
Your contributions to the team include:

• Supervise the Reservations team and provide positive leadership.
• Address guests’ inquiries and requests with a high level of hospitality and professionalism.
• Train and motivate the Reservations team to create a positive and professional environment.
• Manage group and individual performance expectations and goals while providing mentorship and feedback at all levels.
• Oversee Reservations activities to ensure consistent and exceptional service techniques for guest bookings.
• Serve as the primary contact for wholesalers, including managing contracts and booking requests.
• Manage tour series requests from contracting to departure.
• Process all reservation requests, changes, and cancellations received by phone or Email
• Take part in the recruitment and hiring process for the Reservations team.
• Establish work schedules and review hours for payroll records.
• Provide extensive knowledge of the Resort and its facilities as well as local attractions and events to ensure a memorable experience for guests.
• Assist in managing inventory and supplies to ensure they are stocked and organized.
• Maintain good communication and coordination with all department managers to ensure seamless Resort operations.
• Participate in operations and management meetings to stay informed on maintenance and housekeeping issues, and policy and procedure changes.
• Adjust pricing and revenue management strategies as demand and external factors change.
• Additional tasks and duties as assigned.

A few things we are looking for in a new team member:

• 1-2 years in a leadership role
• 3+ years of guest service experience
• 1-2 years of reservations experience
• Experience with hotel PMS (Opera, Maestro, etc.)
• High level of attention to detail and enthusiasm to develop your knowledge and the team.
• Possess good leadership and management skills.
• Proven ability to successfully support, motivate, and lead a large and diverse team.
• Excellent communication skills both verbal and written.
• Proven conflict resolution, negotiation and relationship building skills.
• Ability to analyze and interpret the needs of guests and offer personalized experiences.
• Experience using yield management strategies to maximize business performance.
• Ability to respond and adapt quickly in a dynamic and changing environment.
• Able to build and maintain lasting relationships with corporate departments and employees.
• Excellent in all MS Office suite.
• High level of personal integrity and confidentiality.
• Ability to work under pressure and deliver high-level hospitality.

Perks & Benefits
At Naturally Pacific Resort, we believe in recognizing and rewarding the valuable contributions of our colleagues. As a member of our team, you can expect to enjoy a comprehensive range of benefits and competitive compensation tailored to your skill set, education, and experience. Please note that specific benefits may vary depending on the role and level within the organization.

• Comprehensive employer paid health, vision, and dental coverage for you and your family.
• Access to ongoing training and development opportunities to support your career growth and advancement within the company.
• Employee and Family Assistance Program.
• Discounts on various resort amenities and services such as food, golf, retail, and spa.
• Support for your health and wellness goals.
• Registered Pension Plan (RPP) eligibility after 1 year.
• Accommodations available for qualifying candidates.

We are a growing organization made up of diverse team members who are motivated to continuously innovate our approach to genuine hospitality. We consider employee wellbeing a priority and are dedicated to protecting the health and safety of our teams while ensuring a workplace that is respectful of everyone.
Naturally Pacific Resort practices equal opportunity hiring and onboarding processes to ensure equal access and participation for everyone. We understand that we have a responsibility for ensuring a safe, dignified, and welcoming environment and we are committed to creating an inclusive environment for all employees irrespective of race, colour, religion, sexual orientation, gender identity, or any other status protected by law. We believe in integrating people with disabilities into our workforce by removing barriers and meeting accessibility needs.

The Resort
At Naturally Pacific Resort, our mission is to provide guests with a memorable and meaningful experience. Located at the crossroads of the forest, mountains, and the Pacific Ocean in Campbell River BC, Naturally Pacific’s 100-room resort features a luxury spa, upscale restaurant and 18-hole golf course with a virtual driving range and lounge. This coastal destination offers spectacular views and access to some of the best outdoor experiences in the world. From eco-adventures, internationally renowned salmon fishing, wildlife watching, to traversing the parks and trails, Campbell River is a doorway to adventure.
Thank you and we look forward to receiving your application!