Hotel Guest Services Manager

Job Responsibility:

Operating in the hospitality and restaurant industry for nearly 50 years, Gray Collection is an award-winning group of authentically local hotels and restaurants that offer travelers from around the world the experience of friendly luxury. Our establishments include Maggie Oakes, Jacopo, Vieux-Port Steakhouse, Pincette, Bevo Bar+Pizzeria, Restaurant Gaspar, Terrasse le Perché, Terrasse William Gray, and Terrasse sur l'Auberge. The Metcalfe Hotel is seeking a service and detail-oriented individual to oversee the Reservation Department. Reporting to the Front Office Manager, the Reservation Supervisor is responsible to always maximize individual room bookings and maintain group bookings by providing the best possible customer experience. Energetic and passionate about guest service and maximizing revenues, the ideal candidate has a talent for problem solving, team motivation, strong leadership, and a drive for further development in our industry. JOB DUTIES:

Check availability and daily rates and read daily reports.

Respond to voicemails, emails and calls for individual guestroom bookings.

Communicate to the Front Desk of any new rates, promotions, and packages.

Validate and apply “No Show” fees.

Check daily and next-day arrivals (VIPs, special requests, Routing, etc.).

Act as the primary point of contact for VIPs and returning guests, ensuring a personalized stay.

Oversee special requests such as room upgrades, celebrations, and personalized amenities promptly and professionally.

Handle complaints with empathy and efficiency, ensuring a satisfactory resolution.

Maintain guest profiles and preferences to enhance future stays.

Prepare reports on guest feedback, complaints, and trends for management review.

Maintain an up-to-date knowledge of hotel services, promotions, and local attractions to provide recommendations.

Apply and verify routing and rule requirements for daily arrivals.

Verify that room assignments are accommodating according to special requests.

Identify potential corporate clients and refer them to the Sales Manager for prospecting.

Check Entered On & By Opera Report for reservations and cancellations entered the previous day.

Check for multiple reservations and duplicates for validations.

Take note of suspicious bookings (Long Stay, invalid CC, etc.) and investigate.

Balance the current day's inventory and ahead on projected sold out nights.

Compare and verify Extranets and SynXis reservations with Opera to ensure there aren't any discrepancies that could affect occupancy.

Validate all bookings on oversold nights by contacting guests ahead to confirm their arrival.

Prepare for walks on overbooked dates by calling around other hotels for availability, selecting guests to be walked, contacting guests ahead of time and setting up for the walk(s).

Check upcoming groups and display summary of groups for the coming week (BEO).

Enter rooming lists and ensure to apply any comp nights, upgrades, number of occupants, coordinate for luggage handling, etc. that are contracted to ensure proper revenues are captured.

Monitor group block pick up, cut off dates, etc.

Adjust group blocks according to their pickup, increase or decrease.

Be the contact person to the client once the group block turns definite in preparation for their arrival.

Prepare group blocks for their arrival, preassign rooms, key packs, etc.

Ensure group payment is received and deposit has been taken on the date(s) listed on the group contract.

Generate group pick-up reports for commissionable groups and communicate data to the client and accounting for payment.

Ensure group block PM account is revised with accurate room nights, extra charges, etc. before sending the final invoice to the client.

Check extranets - Booking, Expedia, etc. - Reply to guests' messages.

Add notes, alert and/or traces on reservations to inform concerned departments.

Before the 5th of the month, verification of Expedia + Booking.com commissions.

Maintain a good relationship with Director of Sales and Director of Revenues.

Assist the Front Office Manager on daily operations when needed.

Perform other duties as needed and special projects as assigned by management.

QUALIFICATIONS

Minimum of one (1) year of experience in a similar position or as a Front Desk Agent

Strong customer service skills

Autonomy

Resourcefulness

Organizational skills

Excellent communication skills in both English and French, both orally and in writing.

BENEFITS:

• Group insurance plan with telemedecine
• Group RRSP and DPSP (Deferred Profit Sharing Plan)
• 50% employee discount at all of our establishments for the employee and up to 3 guests
• Discounts with our business partners (transportation, wellness, leisure)
• Company culture that values employees
• Employee recognition events
• Growing company with opportunities for career development and personal growth

In this document, we have made an effort to use neutral language suitable for all individuals, regardless of gender. However, certain terms, job titles, and sentence structures may require us to use the masculine form as a neutral gender. We wish to inform you of this. As we prioritize an inclusive work environment, we welcome all individuals, regardless of gender, to apply.