Falls Avenue Resort

  • Director of Reservations

    Operating Business
    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!!!


    Working under direction from the VP of Revenue Management & Reservations, this important revenue position is responsible for driving a dedicated team of reservations supervisory and sales staff to maximize resort revenue in the Transient (individual traveler) market segment.


    The Reservations team is responsible for reservations made via the Internet and telephone call guest initiatives and are required to utilize multiple property management systems and manual data systems. In addition, the position ensures efficient and effective handling of guest/customer enquiries for in-room guest matters and telephone calls through the resort’s switchboard. This objective is achieved through the effective and efficient business planning, budgeting, organizing, staffing, directing and controlling of both the staff and the operation.

    Additionally, focus is required to ensure outstanding customer service, enforcement of policies and procedures and proper reservation sales techniques/scripts designed to enhance overall hotel revenue ensuring optimal reservations sales agent productivity. 


    • Previous equivalent experience in a large sales-generating call center required
    • Demonstrated 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.
    • Demonstrated ability to maintain professional composure at all times and while performing multiple tasks
    • Demonstrated highly effective conversation/persuasion/influencing communication skills – both verbal and written
    • Well development analytical and problem-solving skills in order to determine cause, effect, and continuous improvement
    • Sound knowledge of call center design and productivity measures, including Automated Call Display (ACD) best practices, features and operating parameters
    • Well- developed sales knowledge and coaching experience in order to train, evaluate, and develop sales staff to maximum sales potential
    • Previous demonstrated experience in creating, analyzing and responding to departmental business plans, budgets and expenses (including labour control and utilization)
    • Sound knowledge of current hotel revenue management philosophies and best practices
    • Excellent attention to detail and personal standards in order to set an appropriate standard to all supervisory and reservations staff
    • Proficient in use of Microsoft Office products, particularly Word and Excel
    • Knowledge of Galaxy and OPERA hotel property management systems an asset


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