Job Title

Overview The Central Reservations Manager plays a pivotal role in overseeing and optimizing the reservation process for HI Canada hostels. You will be responsible for managing the central reservations team, ensuring efficient booking procedures, and enhancing the overall guest experience. The ideal candidate will have a strong background in hospitality, excellent leadership skills, and a passion for delivering exceptional customer service. What''s in it for you 1-year contract (maternity leave replacement) Fully remote role Health and dental benefits An RRSP matching program Free stays at HI Canada hostels A friendly, casual and collaborative work environment with a supportive team of hostel enthusiasts Employee & Family Assistance Program Reports to: Director of Operations Direct Reports: Travel Trade Reservations Coordinator Wilderness Coordinator Central Reservations Agents Responsibilities Team Leadership Lead and manage the central reservations team, providing guidance, training, and support. Ensure adequate staffing levelsin accordance withoperational needs and within the Central Reservations budget. Foster a positive and collaborative work environment to ensure high levels of employee engagement. Reservation System and Sales Channel Management Oversee the implementation and maintenance of reservation systems to optimize booking processes. Ensure accurate and up-to-date content, rates, and inventory on direct booking engine and OTA extranets, in collaboration with hostel managers. Collaborate with marketing and sales teams to ensure CRS uses consistent brand representation and content across all booking channels. Manage Telus Business Connect phone system for reservations purposes. Customer Service Excellence Ensure that the central reservations team delivers excellent customer service to guests through effective communication and problem resolution. Monitor customer feedback and implement strategies for continuous improvement. Provide membership support. Performance Analysis: Analyze reservation data and key performance indicators to identify trends and opportunities for improvement. Prepare regular reports for senior management, highlighting performance metrics and recommending strategies for optimization. Collaboration: Collaborate with hostel managers and other departments to coordinate reservation activities and ensure seamless guest experiences. Work closely with marketing teams to implement promotional strategies and maximize occupancy rates. Process Enhancement and Technology Integration: Identify opportunities for process improvement within reservation systems and procedures, especially with HI Canada''s Wilderness Hostels Network. Collaborate with IT and Applications Manager to implement technological solutions that streamline booking processes. Applications Systems: Assist the Applications Manager as first line support in PMS troubleshooting as well as support in various functions such as rate and availability management, email template management, user creations and more. Assist the Applications Manager and Operations teams in the implementation and monitoring of operating standards. Ensure continuity in the management and oversight of hostel application systems, guaranteeing adherence to HI Canada''s policies, procedures, and mission statement. What we look for Bachelor''s degree in Hospitality Management, Business Administration, or a related field. Proven experience in reservations management within the hospitality industry. Strong leadership skills with the ability to motivate and develop a high-performing team. Excellent communication and interpersonal skills. Familiarity with reservation systems and technology. Analytical mindset with the ability to interpret data and make data-driven decisions. Remote/work from home opportunity. Candidate must be based in Canada. Understanding of hostels through previous travel and/or work experience. Ability to communicate in French is an asset. Your Location This position is classified as Remote. Your work will take place primarily remotely from your home address. Occasional travel within Canada for meetings or to visit our hostels may be required. We will do our best to define windows when in-person meetings and gatherings will occur and give you plenty of notice so you can make it work with your personal and family life. The Association has defined core collaboration hours for all employees working remotely; the hours in a workday when meetings are likely to be scheduled and guest and vendor contact is heaviest. Collaboration hours take place between 10:00am and 2:00pm Pacific Time Monday to Friday to account for time zones. Background Checks As part of our standard hiring procedure, successful candidates will be subject to comprehensive background checks. These checks may include employment verification, reference checks, educational qualifications verification, credit checks and criminal record checks where applicable. About HI We love travelling. To us, travel isn''t just about going places, it''s also about meeting people, discovering cultures, eating new food and most of all, learning how people do things differently than we do back home. We believe that through hostelling, we become more conscious about the world around us; and we can even make the world a better place. Our mission is to build a community of conscious travellers who share a greater understanding of people, places and cultures through our network of hostels and people.