Reservations Manager at Fairmont Hotels & Resorts

You are leading the team that is the beginning of an exceptional guest experience. As a Reservations Manager, you will make our guests feel welcome and reflect the exceptional experience  when they arrive! Are you an individual with keen attention to detail and a gregarious personality looking to grow your skills in the area of reservations? We are seeking a highly energized, organized, passionate and professional leader to join our Reservations team.

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies and the opportunity to earn qualifications while you work
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21 

What you will be doing:

Reporting to the Cluster Director of Operations, responsibilities and essential job functions include but are not limited to the following: 

• Coordinate all operations of the Reservations Department including recruitment, scheduling, training and employee development.
• Consistently offer exceptional, friendly and engaging service.
• Ensure the best selection of the guest revenue is maximised through up-selling by the reservations team.
• Recommend property facilities and assist guests with information and special requests.
• Book room reservation requests, entering room lists and update accurate information in the system.
• Responsible to ensure that the Reservation Department’s Colleague Engagement Survey goals are met and exceeded.
• Ensure timely communication with other departments, individual guests and travel partners.
• Responsible for establishing individual and team objectives in accordance with revenue/reservation/hotel goals.
• Problem-solving and coaching staff in situations to ensure that guest expectations are met.
• Ensure the budget is adhered to relating to the areas of payroll, AV and office supplies.
• Attend and participate in Front Office communication meetings, Revmax, leadership, and Sales meetings.
• Working with the Revenue Management and Sales & Marketing to develop strategic action plans for the management of both transient and group revenue
• Participate in package development and implementation.
• Build and update rates and packages in Hotel systems.
• Conduct regular audits of Hotel systems and advertising tools ensuring accuracy of rates, package information and availability.
• Hotel liaison between reservations, our Global Reservation Center and Regional Sales & Revenue Team.
• Monitor & address inventory variances, managing issues when they arise

Your experience and skills include:

• Previous experience within luxury hotels or a similar role
• Bachelor’s degree in Hospitality and/or Business Administration degree an asset
• Strong leadership, team and communication skills are essential.
• Highly detail-oriented, exceptional organizational skills and able to handle multi priorities under pressure.
• Excellent understanding of reservation systems and how they interact with property systems.
• Exceptional communication and interpersonal skills and strengths in innovation and results-orientation
• Proven Leadership skills and experience
• Computer literacy in Microsoft programs (Outlook, teams), Opera and Microsoft Office applications
• Proven track record of surprising and delighting guests to provide exceptional service
• Ability to communicate clearly and efficiently in English, both verbal and written.