Falls Avenue Resort

  • Director of Reservations

    Operating Business
    Job Status Type
    Future Opportunity
  • Overview

    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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