Assistant Reservations Manager

- 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.
- Support Director of Revenue Management with weekly / monthly reporting.
- Act as Reservations inventory champion; monitoring, analyzing and balancing inventory and providing insights & recommendations on room type availability.
- Act as hotel Passkey champion, enabling all groups and ensuring all entered information is accurate and discrepancies are corrected.
- Working directly with all clients to handle any additions / cancellations / changes.
- Liaise with Event Services team and/or group contact to ensure accuracy of rooming lists and billing instructions.
- 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.
- Maintain and respond to all requests received through various email addresses & extranets.
- 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

Qualifications:

- Previous leadership experience in a similar role required.
- Previous experience with a Property Management system required.
- Computer literate in Microsoft Window applications required.
- University/College degree in a related discipline preferred.
- Strong interpersonal and problem solving abilities.
- Highly responsible & reliable.
- Ability to work well under pressure in a fast-paced environment.
- Ability to work cohesively as part of a team.
- Ability to focus attention on guest needs, remaining calm and courteous at all times.