Reservations Experience Manager

We are seeking a highly motivated, organized and guest-focused hospitality leader to lead our Room Reservations team at the Castle in the Rockies.

Reporting to the Director of Rooms, the Reservations Experience Manager is responsible for leading the guest pre-arrival experience and delivering an accurate, seamless and personalized guest experience from initial inquiry through arrival.

As a Department Head within the Rooms Division, this role oversees reservation accuracy, guest communication standards, contractual agreements, operational turnovers, inventory coordination and departmental performance. Working closely with Revenue Management, Sales, Conference Services and hotel operations, the Reservations Experience Manager ensures guest expectations are understood, accurately communicated and effectively delivered while driving colleague development and commercial performance.

Competitive Salary: $78,000 gross annually, based on previous experience & education

• Pre-Arrival Experience & Guest Communication
  • Lead the delivery of a personalized reservation and pre-arrival experience, proactively addressing guest preferences, special requests and expectations.
  • Establish standards for professional, accurate and personalized guest correspondence that reflect Fairmont's luxury service standards.
  • Ensure all guest and partner inquiries receive a meaningful response within 24 hours through effective inbox management, performance monitoring and escalation procedures.
  • Ensure guest preferences, special occasions, loyalty recognition and individual requirements are accurately documented and communicated to relevant operational teams.
  • Collaborate with Front Office, Fairmont Gold, VIP Services, Concierge and Royal Service to ensure arrival readiness and seamless guest handovers.
  • Resolve escalated reservation-related guest concerns, ensuring appropriate service recovery and timely follow-up.
• Reservation Accuracy & Quality Assurance
  • Oversee reservation setup across Group, FIT, Leisure and other market segments, ensuring accuracy of rates, room types, packages, inclusions, billing instructions and reservation conditions.
  • Establish reservation standards, verification procedures and regular quality audits, addressing recurring errors through corrective actions, coaching and process improvements.
  • Serve as the departmental subject‑matter expert for reservation systems, market segments, room products, rates and policies, including Opera Cloud, ALL RESA and Passkey/GroupMAX.
• Agreements, Group Reservations & Operational Turnovers
  • Oversee the accurate and timely setup of group agreements, negotiated rates, packages and wholesale arrangements, ensuring contractual terms are correctly reflected in reservation systems.
  • Establish verification controls for agreement setup, amendments and group reservation details to prevent discrepancies and operational challenges.
  • Ensure group turnovers and operational handovers are complete, accurate and delivered within established deadlines.
  • Partner with Sales, Conference Services, Revenue Management and Front Office to resolve outstanding requirements and ensure operational readiness before guest arrival.
• Inventory Management & Commercial Performance
  • Oversee guestroom inventory coordination and room allocation, proactively identifying inventory challenges, room‑type discrepancies and oversold dates.
  • Partner with Revenue Management and Front Office to implement inventory solutions, reversals and guest relocations while balancing commercial objectives and guest experience.
  • Collaborate with Sales, Revenue Management, Marketing and Operations to support the accurate execution of rates, packages, promotions and commercial initiatives.
  • Drive reservation conversion, upselling…