Sandman Hotel Group
  • 24-Oct-2019 to 23-Dec-2019 (PST)
  • Richmond, BC, CAN
  • Full Time

The Sandman Hotel Group is looking for a professional, dedicated, and organized Assistant Central Reservations Manager (contract with possibility for full-time permanent) to assist in leading our fast-paced national call centre team and managing day-to-day operations.  The individual will be responsible for all aspects of the Central Reservations Department, including hiring, staffing/scheduling, performance assessments, training/developing reservation agents, maintaining service standards, and monitoring systems and processes of the call centre.

JOB REQUIREMENTS:

  • A university degree or college diploma in hotel management or other related discipline is required.
  • Previous management experience in a hotel reservations or front desk environment
  • Must have excellent command of the English language and good computer skills
  • Must be a well organized, communicate effectively, and have a good sense of humour and proven decision-making abilities.
  • Must have strong leadership skills and be able to lead a large team of individuals
  • Familiarity with Revenue Management principles will be helpful but not necessary
  • Applicants are required to be flexible with work schedule, including weekends and night schedule as necessary
  • Experienced with Microsoft Office applications (Word, Excel, Outlook, etc.)
  • Must be able to multi-task with exceptional attention to detail

DUTIES:

  • Assist the Central Services Manager in all aspects of maintaining daily reservation operations
  • Maintain and evaluate statistical information for tracking and decision-making purposes
  • Achieve budgeted targets for the department with emphasis on maintaining previously agreed upon quality and service standards
  • Ensure agents are using proper selling techniques and strategies thus maximizing revenue generation and contribution
  • Resolve internal & external customer complaints, respond to enquiries and troubleshoot as necessary
  • Develop, implement and evaluate policies and procedures that improve efficiency and effectiveness of our Reservations Centre
  • Coordinate work groups, develop team work, delegate effectively
  • Provide direct leadership to Supervisors and Central Reservations team via constant feedback, reviews and performance assessments
  • Communicate and work effectively with other Assistant Reservations Managers and lead agents

APPLICABLE SKILLS

  • Excellent command of the English language (written & verbal)
  • Demonstrated supervisor skills; good judgment and common sense
  • Computer literate with knowledge of a variety of computer software applications
  • Excellent organizational and time management skills, with the ability to set priorities for self and others
  • Very good customer service / service recovery skills
  • Detail oriented with the ability to multi-task
  • Secondary language preferred, but not required

SUMMATION:

Submission of resume does not guarantee an interview or an actual transfer. Qualified applicants are encouraged to apply, provided they meet the minimal requirements of the applicable skills required.

You must be legally entitled to work in Canada to apply as the employer does not have a Labour Market Impact Assessment (LMIA) that would support a foreign worker.

**Applications will not be accepted via email or in person.

**We thank all applicants for their interest in Career opportunities with The Sandman Hotel Group, however, only those applicants we wish to interview will receive a reply to their application.**

**ABSOLUTELY NO PHONE CALLS PLEASE**

Sandman Hotel Group
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