Reservations Agent

THE PROPERTY:

Built on the site of the historic Alberta Boot Company in the vibrant Beltline District, our downtown hotel pays homage to its cowboy roots through modern design and artwork. As one of the largest Residence Inn hotels in the world, we have 390 long-stay suites and cater to business and family leisure travellers looking for an extended-stay hotel as well as to groups and meeting attendees with a 10,000 sq. ft. Conference Centre. From our top-notch culinary team creating the most delicious dishes to our food and beverage team providing the best experiences in our comfortable and fun outlets, our hotel is not just the best place to stay, it is the best place to work! With close proximity to the CTrain, great benefits and amazing people, there are so many reasons to join our team!

THE ROLE:

Reporting to the Rooms Operations Manager, the Reservations Agent will be responsible for group and guest reservations, maintaining hotel and company standards while ensuring guest satisfaction. Working closely with the Area Revenue Manager will be key to implement reservations yield strategies in order to achieve departmental goals. Responsibilities will include:

· Assist the Area Revenue Manager in maximizing room revenue through the management of room inventory, rate loading in HPP and the implementation of rate strategies in One Yield.

· Responsible for daily walk-in rates and communication to associates of change in daily pricing strategies.

· Manage frequent stay and preferred client programs.

· Assist in the maintenance of the PMS and related systems as they pertain to the area.

· Maintain revenue controls by utilizing a database to help determine how rates should be positioned.

· Maintain and coordinate all administrative functions of reservations sales office.

· Process daily no-shows, advance purchase deposits and general advance deposits for guestrooms.

· Process daily travel agents’ commissions and post necessary taxes.

· Maintain effective communication and feedback with associates, sales department, Rooms Operations Manager, Director of Operations and General Manager.

· Act as liaison for all administrative tasks via management of group sales/reservation correspondence.

· Act as support to Sales Managers for client needs such as generating guest lists and pick-up reports.

· Keep accurate, organized files of all group blocks for easy and quick reference.

· Conduct daily audits as required.

· Evaluate and monitor the hotel’s competitive room and occupancy rates and special packages.

· Provide information regarding room rates and special events.

· Forecast and report weekly occupancy for discussion at managers’ meeting.

· Respond to and resolve guest complaints regarding reservations.

· Track and issue reports detailing daily occupancy and turn downs.

· Participate in weekly Yield meetings as part of the revenue strategy team.

· Assist the Rooms Operations Manager by covering the Front Desk as necessary including rearranging work schedule as required in case of absences.

· Work and communicate in a professional and ethical manner with colleagues assisting where necessary to develop team spirit and to achieve standards of work and guest care as required by hotel policy and brand standards.

· Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Provide support per the Emergency Response Plan as directed.

· Participate in committees, focus group meetings and departmental meetings.

· Maintain regular attendance in compliance with company standards, according to the needs of the hotel.

· Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.

· Project enthusiastic, optimistic, helpful attitude.

· Sit or stand for an extended period of time.

· Perform other reasonable job duties as requested by senior managers.

THE SKILLS AND EXPERIENCE YOU HAVE:

· Previous experience in a hotel reservations or Front Office supervisory position preferred.

· Post-secondary education in hospitality or a related field a definite asset.

· Computer literacy required: MS Windows and related hotel systems (Fosse Rooms Management experience an asset).

· In depth knowledge of how a reservations system works.

· Must be effective at listening to understand, communicate and clarify any concerns raised by associates and guests.

· Must be able to effectively communicate both verbally and in writing with all levels of associates and guests in an attentive, friendly, courteous and service-oriented manner.

· Must have a demonstrated passion for providing guest service excellence and inspiring team members to go above and beyond.

· Ability to present ideas, expectations and information clearly.

· Strong interpersonal/leadership skills.

· Must be able to multitask and prioritize work place tasks to meet deadlines.

· Must have ability to train associates and help them to continue to improve and develop their skills.

· Ability to work well under pressure

· Comfortable with revenue numbers, statistics, and analysis of reports.

· Must be energetic, enthusiastic and self-motivated.

· Results-oriented with the ability to be flexible and work well in a busy and demanding environment.

· Must possess a high degree of professionalism.

· First Aid Certification an asset.

· Ability to stand or sit for an extended period of time.

· Must be available to work a variety of shifts, including weekends & public holidays. Hours of work will be scheduled based on business volumes/operational demands and will vary.

· Must be able to maintain confidentiality of proprietary information and protect company assets.

REASONS TO APPLY

· An exceptional work environment

· Competitive compensation

· Accommodation discount with Marriott Explore & Bonvoy Programs

· Medical, Dental and other health benefits for full-time positions

· Uniforms provided

· Recognition & Incentive Programs

· Annual events

· The opportunity to give back through Marriott’s SERVE360 program

Thank you for your interest in the Residence Inn by Marriott Calgary Downtown, however, only those considered will be contacted for an interview.

WE ARE SUPPORTIVE OF WORKFORCE DIVERSITY AND ENCOURAGE APPLICATIONS FROM ALL QUALIFIED INDIVIDUALS.

Job Type: Full-time

Benefits:
• Company events
• Dental care
• Disability insurance
• Discounted or free food
• Extended health care
• Life insurance
• On-site gym
• Vision care

Work Location: In person