Royal Service Manager

Algonquin-Resort; Town of Saint Andrews; On-site; CAD 48,000 - 72,000; Full time

Job summary

The Algonquin Resort St. Andrews by-the-Sea, NB, seeks a Reservations & Concierge Manager to lead a busy team serving as the hub for guest communications and bookings.

You will oversee reservations and ensure guests receive everything they need in a one-stop experience. Reporting to the Director of Rooms, you will drive service excellence, optimize inventory, and collaborate with Sales, Revenue, and Front Office to maximize guest satisfaction and revenue.

Qualifications

• Minimum 2 years experience in a Front Office Supervisory role.
• Strong leadership and team-building skills.
• Excellent organizational and communication abilities.
• Ability to analyze guest data and optimize service.

Responsibilities

• Oversee all reservations and concierge duties to ensure smooth operations.
• Coordinate with Housekeeping, Front Office, Sales and Revenue to maximize guest satisfaction.
• Analyze reports and address trends to maintain service excellence.
• Handle guest concerns promptly and ensure effective follow-up.
• Maintain knowledge of loyalty program policies and benefits.

Skills

Leadership

Team Management

Customer Service

Communication

Education

University/College degree in Hotel Management or related discipline

Tools

Property Manager

CRS

MS Office

Job description

The Algonquin Resort
St. Andrews, NB E5B1T7, CAN

Description

THE OPPORTUNITY:

RESERVATIONS AND CONCIERGE MANAGER

REPORTS TO DIRECTOR OF ROOMS

THE COMPANY:

Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and locations.

Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skillsets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With over 75 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 70 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties.

At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivalled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

THE HOTEL:

The Algonquin Resort St. Andrews by-the-Sea, Autograph Collection

Exactly Like Nothing Else

For over a century, The Algonquin Resort St. Andrews by-the-Sea, Autograph Collection has welcomed travelers to an exquisite stay in New Brunswick. Located in historic St. Andrews, voted as Canada’s top destination by USA Today, the resort is unique in its offerings: an idyllic seaside town with locally authentic dining & shops, the region’s warmest swimming at Katy’s Cove beach and award-winning whale watching, all at our doorstep. Featuring 233 luxury Guestrooms, five dining outlets, an award-winning 18-hole golf course, full conference center and spa, The Algonquin is the centerpiece of Maritime hospitality.

Under the stewardship of InnVest, Canada’s largest owner & operator of hotels, significant investments are currently underway including a thoughtful reimagining of all Guestrooms, restaurants & public spaces as well as the construction of a new Nordic Spa, supporting our year-round offerings. Since 1889, The Algonquin has led the way for Canadian resort innovation - join us as we embark on our second century of authentic Maritimes hospitality.

Be where you can do your best work, Begin your purpose, Belong to an amazing global team, and Become the best version of you.

THE ROLE:

The Reservations & Concierge manager will lead a team of agents responsible for being the communication hub of the hotel. This position will concentrate both on the reservation process as well as taking all internal and external calls, ensuring guests are provided everything they need in a one stop shop.

ACTIVITIES:

The duties and responsibilities for the Reservations & Concierge Manager include, but are not limited to the following:

• Responsible for the smooth operation of all calls coming into the hotel, while maintaining close relationships and communication with Housekeeping, Front Office, Sales, Revenue Management, Conference Services, Engineering and F&B
• Drive Enhanced Service culture, ensuring that team is able to answer guest enquiries, meet guest need, and complete service recovery without having to forward the call.
• Ensure internal communication (GXP) is used for all requests and proper tracking
• Analyze reports and proactively flag negative trends to ensure service excellence
• Handle guest concerns and react quickly, logging and notifying proper areas and ensuring effective, meaningful follow-up.
• Full understanding of the Marriott Bonvoy program, benefits, redemptions, policies etc. as it relates to Reservations and champion the training and learning of Teams in this area.
• Work closely with Director, Sales & Marketing and the Revenue Manager to maximize top line revenue.
• Liaise with Revenue Manager frequently to ensure rate integrity and hotel inventory is accurate and balanced
• Coordinates with Rooms Department Heads to maximize inventory levels during high occupancy/sold out nights
• Manage and coordinate all group and individual reservations.
• Review arrival reports and VIPS's to ensure all special requirements are met
• Oversee daily administrative tasks as required such as amenity orders, welcome cards and reports
• Managing In-Room Dining support
• Maximizing restaurant dining times and t-times for the golf course
• Review and ensure that reservation details and blocking is in line with group resumes and ensure overall guest satisfaction is maximized
• Have a complete knowledge of the hotel's emergency procedures; ensure all emergency systems are up-to-date and team is fully trained to execute emergency procedures
• Ensure effective utilization and productivity of all staff through planning, hiring, scheduling and adhering to budget / forecast parameters
• Develop, implement and maintain SOP's related to Reservations & Concierge
• Ensure both an internal and external luxury guest experience is offered in all guest interactions.
• Conduct and participate in monthly departmental meetings.
• Conduct performance reviews and provide regular feedback to employees
• Perform any and all other tasks which are assigned Assist in all areas of the rooms division as required
• Provide operational support in the capacity of Duty Manager when required
• Consistently offer professional, engaging and friendly service
• Availability evenings weekends and holidays as needed
• Other duties as assigned.

COMPETENCIES WE ARE SEEKING:

• Minimum 2 years experience in a Front Office Supervisory role, or equivalent with demonstrated strong leadership skills
• Self-motivated with the ability to make decisions and complete projects in a timely manner
• Highly organized, decisive, adaptable to change and able to handle multiple priorities with calm under pressure. Ability to effectively delegate as needed
• Critical thinking skills with a penchant for analysis of statistical information. Ability to create strategies based on findings
• Ability to work cohesively with a team
• Proven track record of developing and motivating career minded professionals.
• Professional presentation, demeanor and telephone manner with a passion to exceed guest expectations
• Excellent written and verbal communication skills
• Advanced knowledge of Property Manager, CRS and MS Office required
• Understanding and previous management of third party and on-line booking channels an asset
• University/College degree in Hotel Management or related discipline preferred
• Knowledge of a second language an asset

InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We appreciate all applications, however only those applicants selected for an interview will be contacted.