Reservations Call Centre Manager

We are looking for a Reservations Call Centre Manager to join our team!

If you are a person who enjoys leading a team, a dynamic work environment, socializing with people, and values organization, this is the perfect job for you!

Job Description

As the Reservations Call Centre Manager, you are authorized to create seamless, efficient, and delightful reservation experiences for our guests. You are responsible for overseeing the day-to-day operations of our call centre and our reservations team. The primary objective of this role is to efficiently manage the reservations team, ensure exceptional customer service, and facilitate the growth and integration of new assets into our Reservations operations.

Pomeroy Perks

• Competitive wages and Health and Wellness benefit plan.
• Paid on-the-job training with additional learning opportunities.
• Growth and development opportunities, both personal and professional.
• Personal days: 5 per year after 90 days of continuous full-time employment.
• Pomeroy Stay Travel Program.

Key Focuses

• Manages and leads a team of call centre agents, team leaders, and supervisors. Including hiring, training, coaching, mentorship, and performance reviews.
• Oversees the management of reservations for hotels, resorts, spas, and food & beverage across multiple properties.
• Ensures timely and accurate handling of reservations, modifications, and cancellations to meet guest requests and company policies.
• Utilizes call centre software, spa booking engines, hotel property management systems, and metrics to track and analyze team performance and to identify areas of improvement.
• Conducts and develops training programs to ensure agents are well-equipped to handle reservations and to provide exceptional guest service and hospitality.
• Collaborates with other departments, such as marketing, sales, and property management, to implement strategies for increased reservations.

Experience/Passions/Education

• Bachelor’s degree in business administration, hospitality management, or a related field.
• Previous leadership experience in a related field.
• Experience with property management systems such as Opera PMS, MARSHA, Jonas Chorum CloudPM, Klickbook, TravelClick or Windsurfer.
• Experience with call accounting systems such as NEC Univerge.

Working Conditions

The Reservation Call Centre Manager will spend most of their time working in an office setting, Monday to Friday, with the flexibility of working remotely. This position is set in a fast-paced and, at times, high-pressure office environment that is based out of our Corporate Office in Calgary. This position requires the ability to work with a variety of technology applications and has high levels of interaction with guests and employees.

About Pomeroy Lodging

Pomeroy Lodging is Western Canada’s leader in hospitality and lodging. Driven to meet every need, we own and operate a comprehensive range of hotels and resorts throughout the West. Our investment goes well beyond the walls of our hotels and the land we build on. Pomeroy Lodging is committed to investing heavily in our people, properties, and communities.