Falls Avenue Resort

  • Reservation Supervisor

    Job Status Type
    Future Opportunity
  • Overview

    Join Us!


    We’re a diversified team of over 1800+ world-class hospitality professionals working in more than 150 unique business roles running numerous hotels, restaurants, unique retail, attractions and spa businesses under a 120- acre roof. We're also part of an even larger private North American hospitality enterprise which spans both Canada and the United States- and includes our 2 other Niagara Falls sister hotels - the Marriott Fallsview and Marriott on the Falls Hotels. And if that's not impressive enough to outline the wealth of career opportunities we can offer you - we even have our onsite brewery - the Niagara Brewing Company! We principally choose to operate our businesses in co-operation with some of the World’s most- respected and most- valued brands: Sheraton, Christienne Spa, Crowne Plaza, Massimo's, Rainforest Cafe, Hard Rock Cafe, Perkins, Hershey’s, Coca-Cola, Starbucks and Fallsview Indoor Waterpark – to name but a few. Many of our businesses are award winning & internationally- recognized as best in class: Sheraton Conference Centre, Hard Rock Cafe, Rainforest Cafe, Hershey, 4 Starbucks, and Perkins. Our Fallsview Indoor Waterpark is internationally recognized by the World Waterpark Association and TripAdvisor and we’re a previous winner of the Distinguished Hotelier of the Year Gold award for the Falls Avenue Resort. If you aspire to be part of a business that continually pushes itself for greatness and makes Niagara Falls even more unique.


    What are you waiting for, apply now!!!


    Reporting to the Call Centre Manager, and in addition to the responsibilities as indicated in the Reservation Lead-Hand position, this position is responsible for performing a variety of activities to ensure the smooth and efficient operations of the Reservations and Switchboard Department.


    Forecast scheduling of staff, monitor and motivate agents to continually exceed departmental sales targets and promote professional and personal development of individual team members. Administer performance evaluations, training needs and progressive discipline of staff. This position is responsible for maintaining a sales focused environment.


    • Commitment and passion to maximizing guest satisfaction in each stage of the guest experience, particularly as they pertain to exceptional standards of friendly, courteous telephone etiquette
    • Proven leadership in a team environment
    • Excellent job knowledge of all aspects of Central Reservations policies and procedures
    • Dynamic interpersonal skills, which motivate and enhance staff/team performance
    • Willingness/enjoyment to attend to the needs of others
    • Demonstrate the ability to maintain professional composure at all times, while performing multiple tasks among, multiple guests/multiple items/products
    • Employ persuasion and influence to initiate and/or resolve matters
    • Experience in providing timely and effective resolution of performance and operational problems
    • Exceptional sales skills
    • Demonstrate the ability to work cooperatively within a team setting to anticipate and assist to another Associate’s guest’s needs
    • Excellent organizational and time management skills and the ability to work under pressure
    • Outstanding attention to detail - in properly identifying guest’s/associate’s needs, demeanour and level of required service attention
    • Excellent customer service skills, sound knowledge of business and services
    • Demonstrate highly effective conversational/persuasion/influencing skills
    • Demonstrate sales ability by effortlessly recommend/persuade/up sell hotel rooms to guests in order to maximize both the guest experience and hotel revenue
    • Demonstrate verbal comprehension ability (assist guests in booking hotel rooms, as well as coaching other agents with calls in order to increase guest satisfaction during stay/visit)
    • Experience with training employees is preferred
    • Ability to work independently with minimal supervision as well as cooperatively within a team setting
    • Experience with property Management Systems is preferred
    • Must be proficient with Word, Excel, Internet, e-mail applications and also be familiar in learning new technology
    • Relevant Call Centre experience preferred
    • Ability to quickly respond to changing work volume with high-energy level and speed
    • This position requires that all work and correspondence be treated with the highest level of confidentiality
    • Must be able to work all shifts including days, afternoons, evenings, weekends and all holidays


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