Revenue and Reservations Manager

Fantasyland Hotel; Edmonton; On-site; CAD 40,000 - 60,000; Full time

Job summary

A premier hotel in Edmonton seeks a Revenue and Reservations Manager to oversee the daily operations of the Reservations department, ensuring successful team performance and revenue strategies. Ideal candidates will have 2-5 years of relevant experience, a strong grasp of revenue management, and exceptional customer service skills. The position is full-time with a flexible schedule and includes teamwork and leadership duties.

Qualifications

• 2 to 5 years of experience in Hotel Reservations or a related field as an assistant manager or supervisor.
• Strong understanding of revenue management principles.
• Ability to work well under pressure.

Responsibilities

• Supervising and training reservations agents to achieve targets.
• Ensuring accuracy of reservations and guest information.
• Collaborating with hotel departments on service and revenue goals.

Skills

Customer service skills

Organizational skills

Problem-solving skills

Team leadership

Education

Post-secondary education in Hotel Management

Tools

Microsoft Office (Excel, Word, Outlook)

Job description

Revenue and Reservations Manager

The Revenue and Reservations Manager is responsible for the day-to-day operation of the Fantasyland Hotel Reservations department, ensuring that hotel standards, policies, and procedures are communicated and observed by department employees while driving strategic pricing and inventory management policies to achieve overall revenue goals.

Primary Responsibilities:

1. Supporting, training, and supervising all reservations agents to provide excellent service to Fantasyland Hotel Guests and achieve call quality, conversion, revenue, and upselling targets.
2. Assisting staff with problems and providing customer service to upset or angry guests to resolve issues effectively.
3. Administering programs and policies to improve reservation efficiency and effectiveness.
4. Ensuring accuracy of all room reservations and guest information across all systems.
5. Promoting teamwork by setting good examples, encouraging positive work habits, and acknowledging good performance.
6. Collaborating with hotel departments to meet guest service and revenue goals.
7. Ensuring knowledge and adherence to hotel policies and procedures in the reservations department.
8. Completing and forwarding all necessary reports daily and maintaining accurate records of revenue and potential revenue.
9. Strategic staff scheduling aligned with business needs.
10. Creating and implementing monthly training plans based on department goals.
11. Leading monthly staff meetings to address issues, celebrate successes, and inform the team of departmental and hotel goals.
12. Motivating the team and fostering a positive work environment, including planning team-building events.
13. Assisting the Director of Revenue Management with reports and revenue management tasks.
14. Managing and maintaining OTAs and FIT partners to optimize business mix.
15. Monitoring and controlling inventory at the room type and property levels to optimize occupancy across two properties.
16. Updating RMS to ensure yield management strategies reflect current market conditions and are effective.
17. Performing other duties as required.

Desired Qualifications:

• 2 to 5 years of experience in Hotel Reservations or a related field as an assistant manager or supervisor, with extensive coaching and training experience.
• Strong understanding of revenue management principles and strategies to increase RevPAR.
• Post-secondary education in Hotel Management or a related field.
• Excellent communication, organization, time management, problem-solving, and customer service skills.
• Ability to work well under pressure and handle difficult customers.
• Proficiency in Microsoft Office programs such as Excel, Word, and Outlook.
• Extensive knowledge of Fantasyland Hotels and West Edmonton Mall.

Terms of Employment:

• Full-time position requiring a flexible schedule from Monday through Sunday.
• Salaried position dependent on experience and qualifications.
• Must pass a basic security clearance.