Reservations Supervisor at Fairmont Hotels & Resorts

Job Description

• Training and developing the reservation team
• Implementation and review of procedures within the department
• Responsible for performing the daily arrivals check and accurately check arrivals/reservations on rate, market segment, notes and traces
• Liaising with other departments and management teams regarding bookings
• Overseeing bookings and checking reservations made by the reservation team
• Provide clear communication on key bookings including timelines for arrivals, stay overs and departure instructions
• Handling all guest complaints and information regarding hotel services ensuring guest satisfaction at all times.
• Ensure all reservations are accepted, recorded and confirmed in accordance with company policy and in an efficient and courteous manner.
• Confirming reservations and entering all room reservations into the reservations system Opera
• Assist in the smooth running of the Reservations department. Balance and audit all Front Office postings and settlements.
• Handling all incoming telephone calls, internet bookings, emails and faxes
• Ensure all back up is attached to the daily folder that is distributed to the Front Office.

Qualifications

• Bachelor’s degree in hotel management or relevant education for this role.
• 2 to 3 years work experience in a similar position is preferably in a luxury hotel
• Strong interpersonal and communication skills.
• Enthusiastic, stress resistant and professional communicative skills
• Ability to remain calm during difficult situations in a very busy environment
• Excellent command of English, other languages would be an added advantage
• Knowledge of reservations systems and operating systems including Opera
• Manage group and interpersonal conflict situations effectively.
• Strong leadership and communication skills.
• Excellent understanding of, and skills to develop market analysis, pricing analysis, and inventory management systems