Reservation-Jobs in Kanada

Overview:

The Reservations & Conference Manager oversees the reservations and conference events team for the Marriott Manchester Victoria & Albert. This role combines reactive & proactive sales, meticulous reservation management, and collaborative event planning to ensure an exceptional guest experience and achieve commercial goals.

Key Responsibilities:

1. Sales & Business Development

• Proactively identify and pursue new group business from corporate clients, tour operators, and event planners.
• Develop and implement strategic sales initiatives to increase group bookings and hotel revenue.
• Maintain and grow relationships with existing clients to encourage repeat business and referrals.
• Collaborate with Sales & Marketing to design and promote group offers and packages.
• Support the Director of Sales through attendance at industry events, client meetings, and trade shows to promote services.
• Analyse market trends and competitor activity to adapt strategies and remain competitive.
• Provide regular feedback and insights to help develop new products and services.
• Contribute to promotions and special campaigns, liaising with the Revenue Manager as needed.

• Oversee all individual & group reservation processes to ensure accuracy, timeliness, and efficiency.
• Coordinate with Front Office, F&B, and Events teams to align group bookings with operational capabilities.
• Ensure the team responds promptly to group inquiries with tailored proposals, negotiating terms and pricing.
• Ensure all group bookings are clearly handed over to operational teams for flawless execution.
• Work with the Revenue Manager to monitor reservation trends and occupancy to optimise revenues.
• Ensure all billing and deposits are accurate and settled on time.
• Maintain and update the reservation system and develop SOPs as necessary.
• Support training and upskilling of the events & reservations team in customer service and sales.

• Act as the liaison between sales, operations, and clients to ensure smooth event planning and execution.
• Conduct pre- and post-event meetings to communicate group requirements and gather feedback.
• Ensure seamless handover from sales to operations and oversee event delivery to client expectations.
• Work with the C&E Operations Manager to identify and resolve operational challenges during planning and execution stages.
• Stay visible to clients during event phases and be readily available to address any issues or requests.

• Deliver outstanding customer service throughout the reservation and event process.
• Set and reinforce high standards for guest interaction and problem resolution among the team.
• Gather and analyse guest feedback to improve service quality and enhance the client experience.
• Ensure team members are empowered to make decisions that elevate guest satisfaction.

• Track and report on group booking performance, lead conversion rates, and revenue metrics.
• Meet or exceed KPIs including booking volume, revenue targets, and client satisfaction scores.
• Collaborate with Revenue and Sales Directors on forecasting and promotional strategies.
• Use insights and data to continuously refine sales approaches and improve the booking process.

• Lead, coach, and mentor the Reservations and Conference team, fostering a sales-driven culture.
• Conduct performance evaluations and assist with recruitment and onboarding as needed.
• Ensure team adherence to company policies, safety regulations, and hospitality standards.
• Deputise for the Revenue Manager when required and participate in Duty Manager shifts when required.
• Create a supportive team environment that encourages professional development and growth.

Skills & Qualifications:

• Proven experience in hotel reservations and conference/event management.
• Strong interpersonal, negotiation, and sales skills.
• Excellent organisational and time management abilities.
• Proficiency in reservation systems (preferably Opera PMS & Opera S&C, CRM tools, and Microsoft Office Suite).
• Leadership experience with the ability to inspire and manage a high-performing team.
• Customer-focused with strong problem-solving skills and attention to detail.