This is a living legacy inviting locals and travelers to experience Southern Vancouver Island’s best-kept secret.
Each of our 28 guest rooms is rooted in history and refreshed for the modern traveler. With hand-picked furnishings, restored architectural details, and a welcoming sense of ease, these are spaces where you’ll be glad to linger. Soon to be complemented by 13 long-stay residential suites, the resort also includes Janevca, our award-winning restaurant and lounge, and Salt & Ivy, a luxuriously appointed spa opening fall 2025.
This role reports directly to the Senior Manager, Sales & Marketing, and supports the optimization of the hotel’s revenue strategy by ensuring high-quality reservation services and hands-on assistance in the execution of revenue management initiatives. It also fosters strong collaboration between the Revenue and Reservations teams, as well as across other key departments.
Reporting to the Senior Manager, Sales & Marketing, responsibilities and essential job functions include but are not limited to the following:
Reservations Management
- Lead daily reservation operations to ensure efficient and accurate booking across all channels (phone, email, online).
- Maintain high standards of guest service and communication from inquiry through arrival.
- Ensure proper mapping and integration of reservations across systems (PMS/RMS).
- Manage group and block bookings, ensuring timely updates and rooming lists.
- Monitor reservation team performance and accuracy, providing coaching as needed.
- Ensure guest profiles and histories are properly merged and maintained.
- Support the development of guest segmentation and loyalty recognition systems by maintaining accurate guest preferences and history in the CRM.
- Collaborate with Sales & Marketing and General Manager to implement rate strategies, forecasts, and promotions.
- Analyze room type strategy, booking pace, and demand across all segments.
- Manage channel distribution strategy and rate parity across OTA, GDS, and direct platforms.
- Inventory control and yield tactics by room category (e.g., upsell programs & packaging, close-to-arrival strategies)
- Regularly assess competitive set pricing and market trends.
- Support the creation of the annual revenue budget and reporting (weekly/monthly KPIs, strategic plans).
- Ensure data quality in segmentation, pricing, and reporting systems.
- Act as liaison between Front Office, Reservations, and Revenue functions to relay guest preferences, special requests, and time-sensitive updates across departments to support seamless service delivery.
- Manage internal group block communication and maintain reservation-related details via the Outlook Shared Calendar.
- Inform and train teams on new systems, promotions, and strategic changes.
- Work cross-departmentally to align guest experience and revenue goals.
- 3–5 years of progressive hotel leadership experience in Front Office or Reservations roles.
- Proven team leadership and people development capabilities.
- Strong project management skills and cross-departmental collaboration.
- Proficiency with Opera (or Opera Cloud), WebRez, and Microsoft Office suite.
- Availability to work weekends, holidays, and flexible shifts as required.
- Exceptional interpersonal, communication, and presentation skills.
- Experience in luxury boutique or lifestyle hotels.
- Degree or diploma in Hospitality, Business Administration, or related field.
- Working knowledge of spa and residential-style operations.