Royal Services and Reservations Manager

Company Description

At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

Manager, Royal Service & Reservations

The Royal Service & Reservations department is the communication hub of the hotel. The expectations of this role are to offer a friendly, timely, uncomplicated service-oriented response to any request. We are committed to problem solving, ownership, guest satisfaction and teamwork and live to our mission of turning moments into special memories for our guests. As a department, Royal Service has the knowledge and tools to answer 90% ofall calls and requests without transferring calls.

Your knowledge of the hotel and the technical skills you display when responding to Guest telephone calls and Managing the Royal Service& Reservations Team, will prove you truly are a Fairmont professional. In your role, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.

What you'll be doing:

• Will be a role model in the department; known for consistently following Hotel standards.
• Lead and supervise all aspects of the Royal Service & Reservations department and ensure all service standards are followed.
• Train all Royal Service & Reservations colleagues
• Support the Front Office, Fairmont Gold, Guest Services and Housekeeping departments when it's needed.
• Accor Live Limitless champion for the hotel.
• Create and implement
  
  SOP's to improve operations and ensure standards are being adhered to.
• Ensure all colleagues are up to date with all departmental software systems including but not limited to:
  Opera Cloud, POS Silverware, Alice, Kipsu, Intouch, Microsoft Office, Outlook, etc.
• Schedule the team per labor management standards and in a responsible manner.
• Handle Guest concerns and react quickly, logging and notifying proper areas/departments.
• Assist with all duties required by the team.
• Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping, Engineering, and Food & Beverage.
• Regular and or seasonal collaboration with Food and Beverage team to maintain a comprehensive knowledge of the menus, including ingredients, preparation methods, and potential allergens, to effectively answer customer inquiries and provide recommendations.
• Respond to all incoming calls complying with the telephone standards, answer inquiries, or transfer them to the relevant departments if needed.
• Respond to all emails in the general inbox in a timely and professional manner.
• Follow LQA standards, and Forbes standards when interacting with guests.
• Responsible for all talent management initiatives including training, recruitment, interviews, scheduling, coaching, counseling, performance reviews, and motivating all Royal Service & Reservations team members. Support team to reach common goals
• Other tasks as assigned

Your experience and skills include:

• Excellent work organization - ability to problem solve and respond to changing conditions or unexpected events with grace.
• Positive, outgoing and professional attitude with a passion for service.
• 2-year leadership experience in guest relations, reservations or front office is required.
• Experience in a Forbes five-star hotel is a plus.
• Knowledge about Accor Live Limitless loyalty program is a plus.
• Previous PMS experience required, preferably Opera Cloud.
• Previous experience in a luxury hotel environment an asset
• Computer literacy in Microsoft Office applications required.
• University/College degree in a related discipline an asset.
• 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.
• Outstanding guest services skills, professional presentation and sophisticated communication skills.
• Able to give clear and concise information when communicating to guests, as well as demonstrating empathy & responsiveness when addressing issues and concerns.
• Has superior organization skills
• Must be able to work independently.
• Outgoing personality, comfortable approaching new people
• Effectively prioritize and execute tasks, demands and timelines
• Critical thinker and problem solver

What is in it for you:

• Salary Range: $80,000 - $90,000 USD
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a…