Service Manager - Customer Sales & Distribution (SLV/SLTO) (157427) - Jobs in Toronto, ON

Job Description

Shangri-La hotel, TorontoSupervises daily operations of the Central Reservations department, implements effective reservation management policies and procedures, Shangri-La core practices and programs to accurately record guest reservations and fully optimize the potential of hotel revenue, maximizing Colleague, Guest, and Owner satisfaction.

• Demonstrates a high level of integrity.
• Provides a 5-star experience to guests and sets a positive example for Colleagues in providing Shangri-La hospitality from caring people.
• Inspires a high level of creativity, personal commitment to service excellence and an emotional sense of true hospitality.
• Handles incoming reservations calls and supervises Guest Hospitality Ambassadors, coaches, trains, organizes, motivates, communicates, and recognizes, as appropriate to ensure higher conversion rate of reservations.
• Initiate procedural changes so that staff productivity is maximized. Focus on service levels, e.g. call handling techniques and prompt turnaround response.
• Ensures that the staff is provided with the necessary tools to effectively handle their job.
• Actively participate in the weekly and monthly forecasts providing the necessary inputs on on-book build-up, unexpected booking trends, etc.
• Constantly review actual vs. forecast to gain a better understanding of pick-up trends, occupancy history and market segment development to assist in the forecasting process.
• Re-align selling strategies to achieve forecasted goals Alert the Director of Revenue SLTO/SLV on any unexpected booking deviations that may adversely impact forecasted demand.
• Provides accurate occupancy forecasts, implements yield management procedures, monitors availability dates, closes-out unavailable dates, closes individual room and rate categories to maximize the average rate.
• Work closely with the Director of Revenue SLTO/SLV to fully support and implement yield initiatives.
• Help manage room availability across all distribution systems to maximize sales opportunities and minimize regrets build-up.
• Adhere to rate guidelines to consistently maintain rate integrity, i.e. the same rate is displayed for the same criteria across all channels (hotel direct, toll-free line, shangri-la.com, third party website, GDS or any other distribution channel).
• To be fully conversant with the various systems’ functionalities to effectively monitor and support rate, inventory and data integrity. Manage free-sale allotments to avoid displacing short lead high-yield requests
• Compiles and distributes relevant reports to appropriate departments as required, and ensures follow-through with all revisions, cancellations, special requests for group bookings and individual reservations.
• Constantly update staff and respective departments on room sales status and on-book build-up.
• Maintains an effective flow of communications from Front Desk, Sales, and Executive Committee at all times including notice of rate revisions, close-out dates, occupancy briefs, call conversions and room revenue figures.
• Ensures compliance to all hotel policies, standards, and core practices.
• Develop and implement reservation procedures following SLIM guidelines in support of marketing initiatives.
• Maintain updated Reservations & related manuals
• Stays current on market research through online data, journals, sales analysis, and monitor economic conditions to anticipate patterns, competitor data and trends.
• Develops and supervises appropriate call scripting, in conjunction with SLIM Reservations.
• Encourage the reservations staff to take every opportunity to upsell and convert bookings into sales with emphasis on value-added benefits.
• Establishes effective working relationships with industry colleagues.
• Takes full charge of Arrival report and the accuracy of it. Ensures that all reservations are thoroughly reviewed prior to guests’ arrival.
• Ensures effective and efficient reservation and distribution, loading of group, negotiated and promotion rates.
• Actively communicate with CDC to ensure data is duly synchronized between PMS and interfaced systems.
• To be well versed with the functions of the Central System (Opera CRS) and RedX (SynXis CRS) to ensure data exchange is seamlessly completed
• Observe the policy of rate parity with online agencies to avoid clients finding “better deals” in web sites or web portals.
• Ensures that shop call scores are high for higher conversion rate by training Guest Hospitality Ambassadors effectively.
• Ensures all calls, e-mails, faxes, and any other duties related to reservations and distribution are answered and resolved in timely fashion.
• Coordinate office activities to ensure work updates are consistently maintained and all correspondence promptly handled on the same day received.
• To take charge of special requests and any problems that may arise within the department on a day-to-day basis. Develop and maintain an efficient system to promptly handle the flow of correspondences.
• Liaise with WRC KL and follow up on bookings made in ORS as and when necessary. Encourage the reservations staff to take every opportunity to upsell and convert bookings into sales with emphasis on value-added benefits.
• Undertakes other ad hoc related responsibilities, as required.

The following is considered mandatory for this position:

• Service Excellence – Genuinely warm presence especially over the telephone, friendly, sincere, and outgoing nature, leading by positive example to strive for service excellence.
• Analytical and detail oriented – Superior analytical skills, highly organized with exceptional attention to detail.
• Functional expertise – Exceptional understanding for budgeting, accurate forecasting, analysis, knowledge of successful yield management techniques, Shangri-La operational elements, and operates within established core practices, policies, and procedures.
• Financial acumen – Demonstrates financial acumen, including metrics, financial analysis, understanding of financial models and analytical tools.
• Communication – 100 % fluency in English - verbal and written communication.
• Decision making and problem solving – Responds promptly and reasonably when making decisions, ultimately ensuring successful problem resolution.
• Exceptional leadership – Inspires employee commitment, loyalty, and motivation through progressive workplace practices that foster teamwork, open communication, safety, respect, sincerity, helpfulness, courtesy and humility. Carefully select and hire staff based on established pre-requisites and core competencies.
• To fully train new and existing staff in all aspects of reservations operations
• Coaches and mentors – Foster a climate of continuous learning, growth, and improvement, with a strong commitment to the career development of others.
• Monitor individual staff performance and conduct periodic performance appraisals
• Emotional maturity – Internally proud, outwardly gracious, and humble.
• Ethical conduct and responsibility – Set a positive example and fulfills responsibilities with the highest integrity, ethics and professionalism.
• Technology proficiency – Fully competent with current Windows based programs, MS Office Products (Word/Excel/Access/Outlook/Power Point/Project), hotel reservations systems OPERA, central reservations system, channel manager Sabre SynXis, sales contact management systems DELPHI Salesforce, e-travel market (Internet and third-party sites) and property management systems.

Shangri-La hotel, Toronto is compliant with its obligations under the Accessibility for Ontarians with Disabilities Act, 2005, and will provide reasonable accommodation in the application and interview process for this position upon request.Other Requirements:Minimum 2 years previous work experience in a similar capacity with an international world-class hotel, or comparable experience with key competitor.Highly familiar with Vancouver & Toronto Accommodation market.Must be eligible to work in CanadaQuick Apply

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