Reservation manager

Job description

You set the tone for the guest experience, long before arrival. A reservation is often the first real contact with our guests. It is the moment when we listen, reassure, understand their needs and where attention to detail already makes all the difference. We are looking for a service-driven, organized and inspiring leader to guide the Reservations team for Montréal and Charlevoix. In this role, you will help create a warm, seamless and personalized experience from the very first interaction, while supporting hotel performance, operational quality and guest trust, no matter the booking channel. WHAT YOU’LL DO: - Supervise, engage, train and develop a team of Reservations Agents who are committed, high-performing and focused on service excellence. - Develop and implement tools and practices to maximize call conversion, hotel occupancy and guest satisfaction. - Plan, distribute and coordinate the department’s workload to ensure operational efficiency and respect of deadlines. - Collaborate with the Revenue team on inventory, rates, availability, stay restrictions and configurations across the various distribution channels. - Ensure rate parity and availability accuracy to maintain gu...