Reservations Supervisor

- Respond to all reservation requests and incoming calls in a courteous, efficient, professional and friendly manner in adherence to Fairmont Hotels & Resorts standards.
- Follow-up on all voicemails and emails in a timely manner
- Responsible for changes, cancellations, billing, upgrading, etc for all guests
- Responsible for charging advance deposits, no-show fees and cancellation fees
- Process and follow up on special guest requests
- Working directly with all clients to handle any additions/cancellations/changes.
- Assist in providing reservation related training to applicable operational departments
- Review group resumes each week and double check VIP/staff reservations (rate, room type, billing, etc.) in PM for accuracy.
- Perform all duties per the Reservations Daily / Weekly / Monthly checklist.
- Maintaining and responding to all requests received in the Reservations email address
- Research and support any / all Travel Agent commission inquiries
- Lead by example in demonstrating high levels of guest service, teamwork and "stepping out of the box" where possible
- Support the hotel's ongoing service and standards and philosophy.
- Other projects and duties as assigned.

Requirements

Your experience and skills include:

- Certificate /diploma /degree in Hospitality Management an asset
- Strong keyboard skills.
- Excellent telephone manner mandatory - must enjoy working on the phone and talking to guests all day
- Excellent written and verbal communication skills
- Previous front office and/or reservations experience is an asset
- Exceptional ability to work under deadline pressures
- Detail-oriented and numerical aptitude
- Previous experience with Opera, Micros an asset
- Good working knowledge of Microsoft Excel and Word