Reservations Supervisor – Hotel (NOC 62022)
Posted by Employer: Harrison Hot Springs Resort & Spa
Job details:
The Reservations Supervisor is responsible for the daily operations of the Reservations Department and assisting in maximizing room revenue.
· Location: 100 Esplanade Avenue, Harrison Hot Springs, BC, V0M1K0
· Department: Reservations – Rooms Division.
· Reports to Operations/Rooms Manager, Front Office/Reservations Manager.
· Work location: On site
· Salary: 25.96 hourly. This is a Unionized position. Next wage increment to $26.66 is effective in June 2026. Bi-weekly payment.
· Terms of employment: Permanent employment, Full time; 35 to 40 hours per week
· Must be flexible to a changing schedule and to be able to work any assigned shift as per business requirements, including Early morning, Evening, Morning, Day, Weekend, and holidays.
· Starts as soon as possible
· Benefits: Eligible for Group insurance benefits, including Dental plan. Disability benefits. Health care plan. Vision care benefits. Life insurance. Free parking available. On-site amenities. On-site housing options. $1 per premium to employees assigned by management to train a new hire. Annual vacation in accordance with the Collective Agreement.
· 2 vacancies
Overview
Languages: English. Second language is an asset.
Education: Secondary (high) school graduation certificate
Experience:
2 years to less than 3 years of industry experience including supervisory experience.
Experience in yield management.
Experience in room forecast and budgets.
Experience with Property Management (preferably Maestro) and forecasting systems.
Computer and technology knowledge: Strong computer skills, including but not limited to MS Office, Internet, e-mail etc.
Security and safety: Basic security clearance
Work conditions and physical capabilities: Strong attention to detail. Fast-paced environment. Large workload. Tight deadlines. Work under pressure. Ability to work independently
Personal suitability: Must be able to perform each essential duty satisfactorily. Accurate. Client focus. Initiative. Judgement. Organized. Team player. Time management. Punctuality. Ability to multitask. Exceptional telephone skills.
On site: Work must be completed at the physical location. There is no option to work remotely.
Work setting: Hotel, resort. 201 - 400 rooms
Essential Duties and Responsibilities
• Report to work on time, professionally groomed and name tag in place.
• Answer telephone calls and book reservations as required.
• Sell the resort and facilities and up-sell whenever possible.
• Assist in monitoring occupancy, rate, and market segments to achieve maximum rates.
• Assist in monitoring and reporting on changes in booking patterns, lost business, and market segment.
• Respond to guest feedback and ensure online guest messages are being actioned daily in OTA portals (Booking.com & Expedia).
• Assist in monitoring, reporting, and inputting packages and promotions.
• Inputting new rates and making all necessary rate adjustments.
• Opening and closing rooms to keep with house count per business needs.
• Communicating any package details to all pertinent departments.
• Communicating any package details to the Central Reservations Call Centre.
• Assist in monitoring of group blocks and reservations.
• Assist in monitoring forecasts.
• Assist in the training and development of Call Center reservation platform in coordination with the central reservation’s supervisor.
• Maintain historical data.
• Oversee and coordinate training for group reservations made through the Sales office.
• Send out confirmation letters and have the ability to create new information letters.
• Take, process and post orders for gift certificates.
• Understand each room type and amenities in each room type.
• Understand all Resort facilities and can accurately describe them to guests.
• Enter all individual and group reservations into the computer accurately and completely.
• Exceptional Guest interaction skills, both face to face and on phone.
• Assist guests by answering inquiries, signing up for events, dinner reservations, Spa services/appointments, etc.
• Assist in preparing the schedule for the department.
• Communicate shift updates to other team members.
• Assist in monitoring incoming and outgoing calls.
• Uphold the highest standard of internal and external customer service at all times.
• Follow resort guarantee and deposit procedures.
• Follow established third-party credit card authorization procedures (PCI compliance via Converge Hospitality System and ensure the reservation team has the required training.
• Assist in Travel Agent commission preparation.
• Respond to internal, external, email, and fax requests in a timely, professional and accurate manner.
• Assist in dealing with external complaints via email or telephone.
• File correspondence and ensure the filing system is current and organized.
• Assist in training new team members.
• Provide support to all team members as required.
• Some stress resulting from daily guest interactions (internal and external), budgetary, and time constraints.
• Ensuring all organizational tools for the team are up to date and accurate.
• Complete all requested additional related job duties as assigned.
GUEST SERVICES:
• Respond to guests directly when working at the Guest Services Desk via telephone, mail or email inquiries.
• Ensure reservation agents are thoroughly trained through the services of Guest Services, whether this position is manned by front desk or reservations collectively.
• Strong local knowledge of attractions and restaurants and maintain an updated list.
• Act as a lobby ambassador coming forward and offering Guest Services.
• Work the check-out line offering express check out to our guests.
• Arrange dress attire for guests who may not have the appropriate clothing required for the Copper Room.
• Take all amenity orders and accurately execute the delivery.
• Show site rooms to guests.
• Relay information to Switchboard/PBX and the Kitchen for room amenities.
• Manage the bookings of the tennis court times to ensure no conflict.
• Manage the games supplies for guest use.
How to apply
By e-mail: career@harrisonresort.com
By mail: 100 Esplanade Avenue, Harrison Hot Springs, BC, V0M 1K0
What you must include in your application: Cover letter, References attesting experience, Letter of recommendation, Highest level of education and name of institution where it was completed