Reservations Manager

About Us

At InterContinental Hotels & Resorts our role is to put the glamour into international travel. That’s where you come in. When you’re part of the InterContinental Hotels & Resorts brand you’re more than just a job title.

At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.

Be yourself and at the centre of it all. Located in the heart of the entertainment and business districts in downtown Toronto, InterContinental Toronto Centre currently has an opening for a Reservations Manager. If you are passionate about hospitality and take pride in offering exceptional service, we would love to have you be a part of the IHG team! Our colleagues continue to aim higher and show they care about our guests and each other to ensure we achieve our goal of creating great hotels guests love.

YOUR DAY TO DAY

Manage the guest reservations function including but not limited to advanced room reservations and group coordination service to ensure prompt service, productivity, and maximize hotel profitability.

Duties And Responsibilities

• Manage the daily activities of the reservations staff. Schedule and assign work.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.
• Ensure all staff is properly trained on systems and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.
• Assist in the monitoring of competitors, dynamics of local market, demand generators, and contribute to the hotel pricing and market mix strategy.
• Complete records and reports in regard to room availability and guest room commitments; forecast weekly occupancy and rate.
• Maintain historical records of reservations arrivals, cancellations and denials to assist in formulating future reservations estimates.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction.
• Promote teamwork and quality service through daily communication and coordination with other departments. Monitor group reservation activity daily and communicate status with sales department. Follow up on tentative sales bookings with respective sales staff to update status. Communicate fluctuations in room occupancy to operations so that appropriate staffing adjustments and efficiencies are maintained.
• Interact with outside contacts:
• Guests, visitors – to ensure their total satisfaction
• Other contacts as needed (other hotels, travel and tour representatives, professional organizations, community groups)
• May serve as “manager on duty” as required.
• Perform other duties as assigned including assisting Reservation Agents in their job functions during peak periods.
  
  

What We Need From You

QUALIFICATIONS AND REQUIREMENTS:

High School or equivalent and two years reservations/front office experience including management experience, or an equivalent combination of education and experience. Bachelor’s degree in Hotel Management, Business Administration, or related field preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up or moving around the facility
• Use a keyboard to operate reservations system, etc.
• Carrying or lifting items weighing up to 10 pounds
  
  

Other

• Communication skills are utilized a significant amount of time when interacting with guests, clients and employees.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• May be required to work nights, weekends, and/or holidays.
  
  

What We Offer

In return for your hard work, you can look forward to a highly competitive salary and benefits package. What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow.

And because the InterContinental Hotels & Resorts brand belongs to the IHG family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 4800 hotels in over 100 countries around the world.

InterContinental Toronto Centre is an inclusive employer dedicated to building a diverse workforce. We are committed to providing accommodations throughout the recruitment and selection process for any qualified applicants under the respective provincial human rights codes. Please advise the Recruiter to ensure your accessibility needs are accommodated. Any information received relating to accommodation will be addressed confidentially.

Salary Range: $70,000-$72,000

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.