Current Opportunities at Fairmont Hotels & Resorts

• Fairmont Mount Kenya Safari Club has been awarded Africa’s leading hotel in 2022 and 2023 by the World Travel Awards. We are looking to grow our team and engage a highly motivated and passionate Sales Coordinator who will be responsible for performing daily tasks that assist the Sales Office and Group Sales Managers in alignment with the department’s long-term goals and objectives. Assist the Directors in implementing strategies and operational tasks within the luxury, leisure, and business travel market. This role involves managing relationships with luxury consortia programs, wholesale partners, and business travel aligning with transient sales strategies, and nurturing client and partner relationships.

Sales Support & Administration

• Assist in executing sales strategies and maintaining structured client and partner databases.
• Schedule meetings, coordinate the Director's travel schedule
• Draft and prepare sales-related documents, including presentations, proposals, and reports.
• Able to work with travel agents to provide detailed and focused quotes for arriving guests
• Assists in the processing of yearly wholesale contracts to all partners & send out wholesale rates adjustment
• Maintains ongoing Travel Agent database and sends email updates after sales calls
  Assists in the development of relationships with accounts that are not part of a preferred consortium but have sales potential or a special niche

Client & Partner Relations

• Serve as a liaison between the Directors and clients or partners, handling inquiries and reservations.
• Enhance communication between hotel teams and travel partners.
• Address customer issues with tact and diplomacy and handle guest complaints, escalating as necessary.

Event Management & Representation

• Organize FAM trips and support the representation of the brand at trade shows and events if applicable.
• Manage event setups and material availability.
• Coordinate site visits, conference calls, and industry meetings and events.

Market Reporting & Data Management

• Generate and distribute various sales reports (daily, weekly, monthly, quarterly, and annually).
• Monitor luxury, leisure, and business travel market trends and analyze sales data for adjustments.
• Provide back-up assistance to Lead Coordinator, assist with Meeting Broker, Cvent, signature, virtuoso and other lead sources

Additional Responsibilities

• Communicate with other departments to fulfill guest and partner needs (i.e.: amenities, welcome letters)
• Coordinate rate loading processes with reservation at
• Organize and participate in sales meetings, training sessions, and local business events.
• Maintain and update luxury consortia, leisure wholesale, and business travel partner information, ensuring communication with front desk, sales, revenue management, and general manager.
• Able to multi - task and prioritize varied responsibilities coming from different channels
• Strong attention to detail needed
• Assists with development of packages and promotions targeted to travel agents and wholesalers
• Keeps up to date on local and national travel trends and is able to adapt to marketplace changes

Cross-Training & Professional Development

• Engage in cross-training in departments like Reservations, Front Desk, etc.
• Improve job knowledge through training sessions and learning tools and updating SOPs.
• This role combines sales acumen, administrative skills, customer service orientation, and collaborative work with various teams and departments, crucial in driving sales strategies and maintaining client relationships in the luxury, leisure, and business travel segment

Qualifications

• University/college degree in a related discipline is an asset.
• Previous sales or administrative experience preferred.
• Requires good communication skills, both verbal and written.
• Ability to communicate customer needs.
• Ability to identify and assist in the development of accounts.
• Ability to act independently with minimal or no supervision.
• Must possess computer skills, including, but not limited to, accounting programs, Microsoft Word, Excel and Opera.

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Job Description

• Consistently offer professional, friendly and engaging service
• Process all external and internal calls either by redirecting calls or assisting the caller
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintain and monitor the “Royal Service & Reservation” software system
• Serve as a liaison for Guests requiring information relating to all aspects of the hotel
• Handle and distribute faxes, voice messages and written messages for internal and external Guests
• Follow department policies, procedures and service standards
• Other duties as assigned

Qualifications

• Good command of English
• Previous customer related experience an asset
• Must possess outstanding guest services skills and sophisticated verbal communication skills
• Computer literate in Microsoft Window applications required
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Prior experience working with Opera or a related system.

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Job Description

• Ensure all guest enquiries are handled professionally, providing callers with comprehensive information regarding hotel services.
• Responsible for performing the daily arrivals check and accurately check arrivals/reservations on rate, market segment, notes and traces
• 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
• Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction at all times.
• 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.
• 1 to 2 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