Lead Reservationist
Lead Reservationist
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Celebrating its 21st anniversary this year The Drake is a growing Canadian hospitality brand focused on lifestyle hotels food drink and special events. Were more than a place to sleep eat drink; we believe culture and community matter and are committed to an exceptional hospitality experience delivered in our signature style; one that is genuine personal memorable and embraces the energy of discovery. We value honesty and spontaneity because thats the stuff of real connection and believe that hospitality is an act of care. The Drake Hotel (Toronto) Drake Devonshire Inn (Wellington Prince Edward County) and Drake Motor Inn (Wellington Prince Edward County) are each reflective of their respective neighbourhoods as inclusive hubs for unique and diverse experiences through art culture and hospitality with great seasonal menus a robust cocktail list carefully curated curiosities and genuine hospitality excellence for all.
We are currently seeking a Lead Reservationist to join our dynamic Hotel Team. Our ideal candidate will possess a combination of skills experience that include a proven track record of providing a superior hospitality experience in similar highvolume environments. They will demonstrate a passion for hospitality an eagerness to grow their experience in guest service reservations special events.
Responsibilities
- Ensure inbound calls are answered in a professional courteous manner in accordance with our service standards at The Drake to ensure service excellence is delivered consistently.
- Adhere to room and dining reservation & event booking policies capturing guest information thoroughly & accurately.
- Required to be logged into phone queues during highvolume call times.
- Minimize call abandonment and queue times.
- Ensure that all calls are ending up in the correct location voicemail and extension.
- Develop and demonstrate a highlevel of brand knowledge and expertise by asking questions.
- Ensure all guestfacing information is up to date. (Website Instagram Google etc.
- Hold indepth knowledge of DHP venues regarding layout operational volume menu offerings rooms and hotel specs/packages.
- Offer personalized recommendations and effectively using upselling techniques to enhance the guests experience and drive restaurant hotel room sales.
- Engage guests with upcoming events including arts & cultural programming at The Drake to enhance their experience.
- Ensure all paperwork CR reports reservation inquiries & emails are completed or responded to in a timely fashion.
- Embody the spirit of communitybuilding by creating memorable moments for guests.
- Respond to guest inquiries via HiJiffy regarding rates and propertyrelated questions.
- Answer Dining calls for Drake Hotel Drake Devonshire inputting and updating reservations answering guest inquiries.
- Answer Room Reservation lines for Drake Hotel Drake Devonshire inputting new reservations and managing existing bookings sending guest folios quoting rates & availability answering general questions and inquiries.
- Answer/Transfer Corporate Office line (not taking specific messages but providing specific email address if needed).
- Creating the Weekly Sweep local and onsite events.
- Group Block Coordination Inputting room blocks and group reservations updating group reservations report sheet acting as point of contact with the client answering any questions and updating existing reservations inputting rooming list into Opera system.
- Supervising Group Reservations which includes:
- Managing Group Reservations Coordinators and their processes
- Introduced to the clients following a signed contract. Point of contact with client for group sale until checkin.
- Coordinating all room details with client until checkin. Prepare Rooming List for client based on the information in the contract provided from the sale team. Collect all required data from the client and input into PMS.
- Responding to any questions/concerns about the contract updating rates or number of rooms hotel stay information with the client.
- Preparing the team on site with brief about the group for arrival/checkin.
- Ensuring adherence to the Sales Contract terms ensure the highest level of meeting planner and guest satisfaction while maximizing room inventory
- Ensures HiJiffy is up to date with correct information hours and language
- Ensure SevenRooms is up to date with marquee events special menus and activations e.g. Mothers Day NYE etc
- Prepare briefings for internal communication in partnership w/ Marketing for marquee events special menus and other activations.
- Ensure Aeroplan points system for travelers as a rewards incentives are reconciled.
- Ensure GMS guest confirmation prearrival and poststay communications are up to date accurate and sending seamlessly.
- Maintain Opera TravelClick and OTA alignment. Ensure that pricing and packages align for all Rooms booking platforms (in conjunction with Rooms Managers).
- Assist with Junior Sales Coordinator duties as determined by the Director of Sales including (but not exclusive to) creating Group Resumes filling out RFPs reconciliation between Opera Tripleseat.
- Build Corporate Rate Plans in Opera
Requirements
- Minimum of 1 year of hotel front desk or reservationist experience
- Previous experience using Opera Cloud
- Exceptional organizational and multitasking skills with high attention to detail. You love keeping things in order.
- Strongcommunication skills(both verbal and written) with a professional yet warm approach to clients and colleagues.
Benefits
We pride ourselves in providing strong leadership and development opportunities for passionate hospitality professionals who are looking to build rewarding longterm careers. Drake offers a competitive compensation and benefits package employee discounts training development support and many other unique perks as a part of joining the Drake team.
The Drake is an equal opportunity employer. We are committed to fostering a positive supportive and creative environment at Drake Hotel Properties that promotes equity inclusiveness and diversity. We welcome job applications from candidates of all backgrounds including but not limited to BIPOC (Black Indigenous People of Colour); refugees newcomers and immigrant persons; twospirit LGBT2Q and gender nonbinary persons and persons with disabilities. Please advise us of any accommodations needed to ensure you can access and complete the submissions process.
Employment Type
Full-Time
