The Reservation Manager is required to lead the Reservations function. This role is crucial for maximizing room revenue through effective inventory control, rate management, distribution channel optimization, and the delivery of exceptional guest service, aligning with the Fairmont promise of turning moments into special memories.
Key Responsibilities
- Lead and manage the Reservations team to ensure efficient handling of all room reservations in accordance with brand standards and service excellence.
- Maximize room revenue through accurate inventory control, yield management, and optimal utilization of all distribution channels.
- Ensure correct loading and maintenance of rates, packages, restrictions, and availability in all systems.
- Work closely with Revenue Management on forecasting, pricing, demand analysis, risk, and opportunities to forecast.
- Ensure rate integrity across all channels and conduct regular audits to maintain accuracy and parity.
- Support the implementation of pricing and selling strategies as defined by the Revenue Management function.
- Manage relationships with all partners, including extranet maintenance, content accuracy, and participation in promotions as approved.
- Oversee group room blocks, allotments, and cut-off dates in coordination with Sales and Events.
- Prepare and distribute daily, weekly, and monthly reservation reports.
- Ensure high standards of guest communication, upselling, and conversion of inquiries into confirmed bookings.
- Train, coach, and develop the Reservations team, ensuring adherence to Standard Operating Procedures (SOPs), brand standards, and service culture.
- Ensure compliance with Accor systems, policies, procedures, and data quality standards.
- Handle escalated guest concerns related to reservations and ensure timely resolution.
- Maintain confidentiality of all guest and company information.
Qualifications
- Bachelor’s degree or Diploma in Hospitality, Business, Finance, or a related field (preferred).
- Minimum of three (3) years’ experience in Reservations within a luxury or resort hotel environment.
- Strong knowledge of CRS, PMS, and distribution systems.
- Proven ability to manage inventory, rates, and channels with strong attention to detail.
- Excellent communication and interpersonal skills.
- Strong organizational and multitasking abilities with the capacity to work under pressure and meet deadlines.
- High level of professionalism and service orientation.
- Previous leadership or supervisory experience in Reservations is preferred.
.png){kind=logo}
