Guest Services Manager, Reservations

at  Archive Hospitality

A collection of heritage-driven, neighbourhood-centric hotels.
Archive Hospitality Group began with a mission: Revitalize architectural landmarks as vibrant places that anchor and contribute to the community. We reimagine historic buildings deeply rooted in their location and welcome travelers and locals alike to share memorable experiences. From the people and places we encounter to the connections we make; we aim to create space for all. We strive to bring the same level of quality, commitment, and dedication we give to our properties to the Archive Team.

THIS ROLE IS ONSITE MONDAY-FRIDAY AT ARCHIVE HOSPITALITY’S HEAD OFFICE LOCATED AT 1230 DUNDAS STREET EAST (DUNDAS & CARLAW) TORONTO.

The Role at a Glance: This position plays a key role within our hotels. The Guest Services Manager is responsible is for overseeing the Guest Services department to ensure the efficient and effective handling of room & restaurant bookings, guest inquiries, and reservation requests for our 3 properties: Gladstone House, The Broadview Hotel and The Postmark Hotel. This role involves managing a team of guest services agents, optimizing room inventory, and collaborating with various departments to maximize revenue and enhance guest satisfaction.

YOUR DAY TO DAY DUTIES:

• Oversees managing the day-to-day operations of the Guest Services department.
• Supervise the Guest Services Supervisor and Agents.
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline when appropriate.
• Implement company programs and supervise the daily operations of the department to comply with Standard Operating Procedures (SOPS) and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Responsible for regular monitoring of room categories & balancing inventory in the PMS system, to ensure revenue maximization and potential yield management opportunities.
• Execute tactical management & monitoring of extranets to ensure accurate pricing parity.
• Compile and produce month-end data for reporting purposes.
• Support group reservation block management with Sales Managers, ensures accuracy of rooming list data.
• Collaborate with the Revenue Manager to optimize room inventory and pricing strategies.
• Maintain rate integrity, conduct Maestro account maintenance, manage room blocks and rate loading.
• Oversee the reservation system and ensure its accurate operation, including managing room inventory and reservations.
• Respond to guest inquiries and resolve concerns related to reservations promptly and professionally.
• Uphold a high level of customer service, delivering a personalized and memorable experience to guests.
• Respond to guest reviews on various platforms to address concerns and highlight positive experiences.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and act based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations.
• Ensures team members have current knowledge of hotel products, services, facilities, events, pricing, policies and overall knowledge of the local area / events.
• Encourages and builds mutual trust, respect, and cooperation among team members, ensuring team members are treated fairly and equitably.
• Comply with attendance rules and be available to work on a regular basis.
• Comply with all Archive standards, policies and procedures at all times.
• Other tasks and responsibilities as assigned by management.