Reservation Coordinator

The MRG Group
Toronto, ON

The MRG Group is a leader in experience creation. In operation since 2008, The MRG Group has grown to become Canada's largest independent entertainment company, and through its ownership of 10 hospitality properties and 6 venues across Canada, the business is passionate about providing positive shareable experiences for its guests, 500+ employees, and partners.

In addition, The MRG Group owns and operates an events business, travel company, digital publication, and ticketing service Admit One. In 2021, the business expanded its presence into the US, signing its first venue deals with properties in New York and California later that year.

Reporting directly to the Event & Sales Manager, the Reservations Coordinator is an on-site role focused on providing exceptional service to our guests. This position involves handling incoming calls and emails, managing reservations, and promoting our offerings to maximize revenue. Additionally, the role includes hosting duties, collaborating with the team to ensure Positive Shareable Experiences for all our guests.

The Role

• Manage inquiries about our regional venues and offerings via both inbound phone and email

• Ensures a timely and efficient response to general inquiries received

• Aligns with guests on reservation details, pricing and packages

• Assist with the booking and planning of group table reservations

• Collects payment for reservations and packages, changing reservation details according to guest requests as needed

• Maintains contact lists and relationships and assist in qualifying leads, entering bookings into internal software and directing to the appropriate sales manager

• Identifies and communicates corporate and event sales opportunities

• Coordinates with venue leadership teams to ensure effective management of daily reservations and optimization of booking opportunities

• Assists host team to manage restaurant reservations, including assisting the host team on the floor as required

• Supports the Operations Team and Sales Managers in building a successful client event

• Works with Operations Team to deliver on the positive shareable experience we strive to provide to our guests

• Aligns and supports the Sales Team and Regional Operations Team on strategies

• Maintains property calendar for internal and relevant external events

• Liaison for the Operations and Sales management teams, communicating with each group regularly

• Remains current on local events

• Provides insightful feedback to management on ways to maximize revenue and new opportunities to maximize revenue

• Assists with the coordination of projects, reports and plans. Leads projects and/or tasks as assigned

Knowledge, Skills, Abilities

• Minimum 1 year experience in a similar customer facing role

• Outstanding customer service execution

• Excellent written and verbal communication skills

• Problem solving and analytical abilities

• Team player with strong initiative

• Ability to balance multiple projects and guest requests at once

• Exceptional accuracy and attention to detail

• Project management, multi-tasking, and time management

• Ability to work well with a team or individually

• Proficiency with Reservations System (7Rooms), Catering & Event Systems (Triple Seat), POS (Square), Google Suite and CRM experience considered an asset

What's In It For You?

• A competitive hourly rate
• Participation in the MRG Travel Ambassador Program
• A fun and casual environment. You will be joining a close-knit, innovative team of creative and energetic go-getters
• Employee Discounts to our concerts, shows and hospitality properties
• A welcoming, fun and safe work environment where everyone can show up authentically to work each day and feel respected

Think you have what it takes? Willing to roll up your sleeves and get things done? Let's talk!

Thank you for your interest in MRG. Given the anticipated interest in this role, only those selected for an interview will be contacted.

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