Reservations Manager

Company Description

Fairmont Jasper Park Lodge is seeking passionate and adventurous individuals to join our incredible team here in the Canadian Rocky Mountains. Our hotel offers a wide variety of jobs in over thirty departments and is sure to have something that sparks your interest. We pride ourselves on the work/play lifestyle that working in Jasper National Park provides and we do our best to ensure your quality of life is elevated when working for us. If you have ever dreamed of working in Jasper, don't miss out on this opportunity.

**Job Description**:
Reservations Manager
At Fairmont Hotels & Resorts, every guest interaction is an opportunity to create a lasting memory. Your leadership as Reservations Manager will inspire your team to be brand ambassadors, while your organization and communication will ensure that all reservations reflect our guests’ preferences - and anticipate their needs.

What will you be doing:
Reporting to the Director, Rooms, responsibilities and essential job functions include but are not limited to the following:

- Consistently offer professional, friendly and engaging service
- Lead and manage all aspects of the Reservations department and ensure all service standards are followed
- Manage and coordinate all group and individual reservations
- Mentor colleagues through ongoing training, performance evaluation and corrective measures as required
- Oversee colleague planning, recruitment, selection and development through goal development and coaching
- Maintain close liaison with the Front Office, Sales, Conference Services/Events, Food & Beverage, Recreation and Accounting teams to ensure effective and timing communications
- Ensure delivery of exceptional service through focus on training, problem resolution, employee satisfaction and analysis of customer feedback and trends
- Handle guest concerns as it relates to Reservations and ensure effective follow up for group and individual bookings
- Maximize occupancy, average rate and rooms revenue through participation in the forecast, budget, outlook and competition rate awareness
- Oversee GroupMax submissions including FIT manifests, washing Group room blocks and maintaining in-house contractor blocks
- Researching, auditing and processing weekly travel agent commission requests and payments
- Conduct regularly scheduled departmental communication meetings and participate in other hotel meetings as required, including pre-conference, Group block and Revenue Management meetings
- Consistently work toward improving VOG (TrustYou) Guest Service Index and LQA scores on a regular basis
- Work closely with Director, Sales & Marketing and Director, Revenue Management using Revenue Management philosophies to maximize top line revenue
- Consistent communication with GRC: including updating of offer information electronically and via Sellweb, submitting inTouch updates and rectifying booking errors as needed
- Post the weekly schedule on a timely basis and complete daily/weekly payroll reports while adhering to budget guidelines
- Balance operational, administrative and Colleague needs
- Assist guests regarding hotel facilities in an informative and helpful way
- Follow department policies, procedures and service standards
- Follow all safety policies
- Promotes health, safety and wellbeing of our guests and co-workers by having in-depth knowledge of the Hotel's crisis and emergency procedures;
- Member of hotel crisis management team; understands and implements the corporate crisis communication procedures as directed and when required
- Other duties as assigned

**Qualifications**:

- Advanced knowledge of Property Manager, Ideas, MS Office, EZ Yield, CRS and Watson an asset
- Demonstrated strong supervisory and leadership skills. Previous Management experience as an asset
- University/College degree in a related discipline preferred
- Discretion and integrity required
- Understanding and previous management of third-party and online booking channels as an asset
- Excellent written and verbal communication skills, strong delegation and results-orientated
- Highly organized, decisive, adaptable to change and able to handle multiple priorities under pressure
- Professional presentation, demeanour and telephone manner with a passion for exceeding guest expectations
- Self-motivated with strong organizational skills with the ability to make decisions and complete projects in a timely manner
- Knowledge of a second language an asset

Additional Information

**Our commitment to Diversity & Inclusion**: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

**Why work for Accor? **We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possi