Looking for a career change? Join one of Canada’s most successful and multicultural Hospitality companies, that strives to take your talent to the next level. With 19 hotels owned and managed by Easton’s Group of Hotels, and a further 6 in development, your passion, collaboration, and voice will be an excellent addition to our growing Organization. As a company, we strive to provide exceptional benefits, perks, and growth opportunities to all our employees. If you have a passion for exceptional service delivery, are results driven and appreciate the recognition, Easton’s is your career partner of choice.

The Easton's team believes that excellence is achievable only in an environment that embraces and promotes Equity, Diversity & Inclusion (ED&I). Our company is challenging the way we work, think, and develop an inclusive workplace. Our commitment to ED&I allows us to achieve our vision and mission and ensure a more equitable future for all.

About the Hotel:

Welcome to the vibrant Holiday Inn Toronto International Airport, where excitement and comfort collide! Boasting 451 rooms and owned by Easton's Group of Hotels , we're just minutes from Pearson Airport. Indulge in our expansive restaurant and bar and explore over 20,000 square feet of versatile banquet space. 

Benefits:

• Health, Vision, and Dental Coverage
• Wellness Days
• Employee Social Events
• On-Site Parking
• RRSP / Deferred Profit-Sharing Plan
• Onsite Gym/Pool
• Career Development
• Hotel Discounts at IHG and Easton’s Group of Hotels properties.

Overview:

Ready to be the mastermind behind smooth stays and stellar events? Join us as a Reservation Coordinator at Holiday Inn Toronto International Airport and make reservations a delightful experience.  

The Reservations Coordinator is responsible for handling all individual and group reservations with accuracy, efficiency, and a focus on delivering IHG’s promise of True Hospitality for Good. This role ensures all guest booking needs are met promptly while maximizing hotel occupancy and revenue

What you will be doing?   

Guest Reservations

• Respond promptly to all reservation inquiries by phone, email, OTA platforms, and in-person.
• Accurately process individual, corporate, and group bookings in the hotel’s Property Management System (PMS).
• Ensure all booking details (dates, rates, special requests) are recorded correctly and communicated to relevant departments.
• Upsell room types, packages, and ancillary services to maximize revenue.
• Confirm, modify, and cancel reservations in line with hotel policy.
• Manage crew blocks and enter all manifests.
• Stay abreast of current rates, rate changes and all promotions, current facilities, services, hours of operation, etc.
• Respond to guest concerns or complaints.   Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Perform other duties assigned such as running daily reports, e.g., the cancellations, bookings, or arrivals reports.

Revenue & Yield Management Support

• Apply approved rate and inventory controls as directed by the Reservations Manager/Revenue Manager.
• Monitor booking patterns and flag unusual activity or overbooking risks.
• Assist in implementing promotional packages and seasonal offers.

Guest Service & Brand Standards

• Deliver warm, professional, and service-oriented communication in all guest interactions.
• Uphold Holiday Inn and IHG brand service behaviors, ensuring each guest feels valued.
• Maintain knowledge of hotel facilities, services, and local attractions to assist guests.

Administration & Reporting

• Maintain accurate daily reservation reports and forecasts.
• File and organize all correspondence, confirmations, and contracts.
• Follow hotel credit policies for deposits and prepayments.

QUALIFICATIONS & SKILLS

Education & Experience

• High school diploma or equivalent (Hospitality/Hotel Management diploma preferred).
• Previous hotel reservations, front office, or customer service experience preferred.
• Knowledge of Opera PMS or other IHG-approved systems (e.g., Concerto) is an asset.

Skills

• Strong verbal and written communication skills.
• Exceptional attention to detail and accuracy.
• Ability to multitask in a fast-paced environment.
• Basic mathematical abilities are used some of the time
• Proficient in MS Office applications and hotel reservation systems.
• Sales mindset with ability to upsell and cross-sell.

Working Conditions

• Office-based within the hotel.
• May require occasional shift flexibility, weekends, and public holidays.
• Dress code and grooming align with IHG brand standards.

What are the requirements this role?

• High school diploma or equivalent and one year of experience as a reservationist, front desk agent, or relevant field of work, or an equivalent combination of education and experience. 
• Must speak fluent English.  Other languages preferred.
• This job requires the ability to perform the following:
  - Speak and listen usually while sitting.
  - Use a keyboard to type in the reservation information.
• Other:                                                                           
  - Communications skills are utilized a significant amount of time when interacting with clients, guests, and employees.
  - Reading and writing abilities are utilized often when reviewing and processing guest reservations or daily reports.
  - Basic mathematical abilities are used some of the time.
  - Computer skills are required.
  - May be required to work nights, weekends, and/or holidays.
  - Must have experience with OPERA.
• Work Area: Reservations Office

The statements in this job description are intended to describe the essential nature and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.