The Sandman Hotel Group and Sutton Place Hotel Company is looking for a qualified individual to manage all aspects of reservations for our hotel brands for a contracted duration, with possibility of a full-
time permanent position. This position will oversee and be responsible for managing the centralized reservation division of our busy and growing 24-
hour call centre, based in Richmond, B.C., while maintaining a high level of guest satisfaction, company brand standards, and achieving revenue goals in line with the budget.
The position will also oversee and is supported by a team of assistant managers and supervisors, including all office-based and home-
based call centre agents.
JOB REQUIREMENTS :
3-5 years previous managerial experience in hotel reservations or call centre environment.
A university degree or college diploma in hotel management or other related discipline is required.
Must be flexible with their work schedule, and be available to work on weeknights, weekends, and overnights when required.
Ability to demonstrate excellent leadership skills with good experience in developing and motivating a large team.
Previous experience in hotel reservations software (PMS, CRS, GDS) and loyalty programs
Experience in a monitoring, tracking, and reporting a varying degree of call statistics, including inbound call volume, call wait times, call talk times, abandonment, and call conversion.
Experience in budgeting, payroll, scheduling, and familiar with revenue management principles.
Previous expertise interviewing / hiring, training / development, performance assessments is a must.
Familiarity in digital and IP phone technology, Avaya CMS or other similar call management software and systems, including call queue, phone tree, agent extension, and agent login setup.
Experienced with all Microsoft Office applications (Word, Excel, Outlook, etc.)
Manages all aspects of the reservation's operation.
Monitor, track, and report all call statistics and achieve department budgeted expectations.
Budgeting, scheduling, payroll, interviewing, training / development, performance assessments, disciplining, and employee terminations.
Maintain guest and employee satisfaction, complaint management.
Ensure all staff are meeting and achieving efficiencies, service standards, sales goals
Coordinate work groups, develop team work, delegate effectively, improve efficiency, by implementing and evaluating all department policy and procedures.
Provide direct leadership to Assistant Managers, Supervisors, Reservation Agents and to the entire Central Services Team through communication, constant feedback, reviews and performance assessments.
Work closely with our hotel General Managers, Regional Directors, and other sales and executive management staff in the company.
Assist the Director of Central Services in achieving department, chain, and company set objectives, goals, and budget.
Mediation and Service recovery.
Problem solving and proven decision-making abilities.
Effective delegation, time Management, and organization capabilities.
Employee engagement and other human resources related experience.
Previous experience in Avaya CMS or other similar call management software and systems.
Multi-tasking and attention to detail.
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