Reservations Supervisor at Fairmont Hotels & Resorts

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 Reservations and Revenue Manager, responsibilities and essential job functions include but are not limited to the following: 

• Respond to all reservation requests and incoming calls in a courteous, efficient, professional and friendly manner in adherence to Fairmont Hotels & Resorts standards.
• Follow-up on all voicemails and emails in a timely manner
• Responsible for changes, cancellations, billing, upgrading, etc for all guests
• Responsible for charging advance deposits, no-show fees and cancellation fees
• Process and follow up on special guest requests
• Working directly with all clients to handle any additions/cancellations/changes.
• Assist in providing reservation related training to applicable operational departments
• Review group resumes each week and double check VIP/staff reservations (rate, room type, billing, etc.) in PM for accuracy.
• Perform all duties per the Reservations Daily / Weekly / Monthly checklist.
• Maintaining and responding to all requests received in the Reservations email address 
• Research and support any / all Travel Agent commission inquiries
• Lead by example in demonstrating high levels of guest service, teamwork and “stepping out of the box” where possible
• Support the hotel’s ongoing service and standards and philosophy.
• Other projects and duties as assigned.

Your experience and skills include:

• Certificate /diploma /degree in Hospitality Management an asset
• Strong keyboard skills.
• Excellent telephone manner mandatory – must enjoy working on the phone and talking to guests all day
• Excellent written and verbal communication skills
• Previous front office and/or reservations experience is an asset
• Exceptional ability to work under deadline pressures
• Detail-oriented and numerical aptitude
• Previous experience with Opera, Micros an asset
• Good working knowledge of Microsoft Excel and Word