Reservation And Revenue Manager - Fairfield By Marriott

JOB SUMMARY

The role of Reservation and Revenue Manager is responsible for providing timely and professional reservation services and managing all related Reservation and Revenue functions to optimize availability and pricing to maximize revenue. As well is responsible for both strategic and tactical initiatives related to revenue maximization by setting strategic direction, determining pricing, creating promotions, and exploring new distribution opportunities. In addition to working with the General Manager, Assistant General Manager, and Front Office Manager to achieve a level of service; professional work standards and guest care as set down in the Standards & Procedures Manual, professional work standards and guest care set down in the Brand Standards procedure Manual as well as Bona Hospitality’s Code of Conduct to contribute to the overall profitability of the property.

JOB RESPONSIBILITIES

This position is responsible for the following tasks:

· Process all reservation requests, changes and cancellations received by phone, email or fax in a courteous, efficient and professional manner.

· Ensure all rates and packages are maintained in the various reservations systems

· Maintain hotel and online inventory and rate availability to maximize revenue.

· Monitor market segmentation to maximize revenue growth.

· Practice effective Revenue management by outlining strategies to achieve monthly and annual targets.

· Ensure Guest Services Agents are up-to-date on all local information, hotel services and the current packages, promotions, procedures and rate codes.

· Continuous review for accuracy of reservations data and optimal positioning for revenue maximization. These quality checks include but not limited to: Inventory/Availability, rates, reservation accuracy for transient, group and FIT’s.

· Ensure deposits as processed as required for individual and group reservations.

· Prepare all reports and participate in the weekly Revenue Management meetings

· Participate in Sales departmental meetings.

· Effectively use yielding system (One Yield).

· Work with the Sales Manager to set rates future rates for all market segments.

· Review commission reports for accuracy.

· Empowered as required to meet and/or exceed the expectations of internal and external guests

· To ensure all phone calls and correspondence is answered in a professional, caring and courteous manner with accurate recording and prompt delivery of messages or voice-mail explained/utilized in line with company policy.

· To communicate fluently, written and orally, in both official languages.

· To alter to /respond to guest needs ensuring special requests are dealt with or channeled through to the appropriate department with documentation and follow up as required in order contributing to the development of customer loyalty.

· To ensure an effective liaison is maintained with Front Desk, Maintenance and Housekeeping regarding availability of rooms in order to maximize on rooms rented while ensuring guest satisfaction.

· To demonstrate proactive commitment to the development of customer service in line with brand training.

· To carry out any reasonable request.

· To assist with any back office related duties

· Handling room reservations and inquiries from all sources.

· Familiarity with hotel layout pertaining to suites, public outlets & square footage.

· Creating group blocks and rooming lists in conjunction with Sales

· Dealing with special reservations.

· Maintaining an accurate filing system.

· Maintaining and updating computer statistics, i.e., corporate accounts, travel agencies, guest history.

· Ensure that clients are given proper and accurate information.

· Weekly forecasting

· Provide rate tables, update corporate rates & listings.

· Briefing departments for group specifics.

· Coordinate with departments group specifics (i.e. Removing coffee pots for school groups)

· Understand and implement the key principals of Revenue Management and its related strategies to be able to implement new strategies.

· Implement Min/Max. stay for high demand dates.

· Verify, updating & ensuring information for direct billing is accurate.

· Update proper information on guest folio and guest listing.

· To demonstrate commitment to guest care and achieve professional handling of complaints following procedures lay down by company policy.

· To ensure full completion of all duties relating to the shift in accordance with department and company policy.

· To achieve effective communication by briefing/debriefing staff, assisting at department meetings and maintaining positive communication with other departments.

· To generate team commitment to achievement of the company, property, and department Mission Statements.

· To contribute ideas to assist in welfare and motivation of department staff.

· To provide assistance to the Front Desk as necessary to achieve required standards, productivity and guest care.

· To work in unison with the Front Desk team members.

· To carry out month end/year end duties as assigned, achieving standards required by company policy.

· To ensure compliance with company and house rules.

· To ensure adherence to the Emergency Plan as required by company policy.

· To contribute to the security of the building, company assets and guest/coworker safety by ensuring full adherence to security procedures with proper handling of cash/keys as appropriate to the department following procedures laid down by company policy.

· Other tasks as required

Minimum Qualifications

· Must have a minimum of 2 yrs. supervisory experience in Rooms Division

· Must have a minimum of 2 yrs Reservation experience or 3 years full time Front Desk Experience

· Bilingualism (French & English) is preferred

· Demonstrated knowledge of supply and demand theories

· Must have a energetic approach and attitude to work

· Proven ability with problem resolution

· Demonstrated collegial connections

· Demonstrates enthusiasm towards the hospitality industry

· Hospitality related Degree or Diploma an asset

· Excellent communication skills, both written and verbal in both official languages

· Knowledge of MARSHA, GXP, and Fosse Property Management System

· Flexible and able to prioritize multiple tasks in a fast-paced work environment

· Proficient in Microsoft Office and Excel

· Strong team player as this position will assist in front desk operations coverage as required

· Flexibility with availability as this is not a Monday-Friday/8-4 position

· Must demonstrate a comfort level with various computer systems and interfaces

· Demonstrated ability to express themselves diplomatically with staff and guests

· Must be able to work and communicate in a professional and ethical manner with colleagues assisting where necessary to achieve and maintain standards.

· Demonstrated ability to independently solve problems

· Must show initiative in all facets of outlining duties.

· Must be able to work & concentrate in a high volume area

· Must be efficient, well organized and able to handle multiple tasks

· Possess a commitment to guest service

· Possesses analytical approaches to work

· Empowering all supervised staff to deliver exceptional guest service by encouraging and rewarding responsive guest assistance in a professional manner.

· Demonstrated ability to deal with guests complaints and solve all issues

· Maintaining Guest Service as the driving philosophy of the hotel.

· Initiates additional tasks to improve existing procedures and guest satisfaction.

· Excellent active listening skills

· Guest and client focused with documented positive reviews of guest connections

· Strong time management and organization skills

· Ability to sit, stand, walk, and climb stairs for extended periods of time/frequently in order to interact with clients and staff internally/externally of the hotel

Education Requirements

· General Education Diploma (GED) or equivalent.

· Degree in hospitality management, business administration, or a related field is an asset.

Bona Hospitality is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status, disability, or any other characteristic protected by applicable legislation.

We celebrate diversity and are dedicated to creating an inclusive work environment where everyone feels valued, respected, and empowered to contribute to our mission.

We encourage qualified individuals from all backgrounds to apply for available positions and join us in our pursuit of excellence.

We will accommodate the needs of applicants under the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and any other applicable legislation throughout all stages of the recruitment and selection process. If you require support/accommodation during the hiring process, please contact our Human Resources Department at HR@bonabuilding.ca.

Job Type: Full-time

Salary: $62,000.00-$65,000.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking

Schedule:

• Day shift
• Holidays
• Morning shift
• Night shift
• Weekends as needed

Education:

• Secondary School (preferred)

Experience:

• Hospitality: 1 year (preferred)
• Supervising: 2 years (preferred)
• Reservations: 3 years (preferred)

Ability to Commute:

• Ottawa, ON K1V 1A2 (required)

Work Location: In person