Reservations Sales Manager

Job Description

Your deep knowledge of luxury hospitality, mastery of reservation systems, and proven ability to convert inquiries into bookings will make you an invaluable part of the Fairmont Scottsdale Princess leadership team. As Reservation Sales Manager, you will lead a high-performing team to maximize revenue opportunities, deliver exceptional guest service, and ensure a seamless reservations journey from first inquiry to post-stay follow-up.

Reporting to the Director of Operations, Rooms, your responsibilities will include, but are not limited to:

Sales & Revenue Leadership

• Lead the Reservations Sales team with a focus on maximizing conversion, upselling, and cross-selling across all room categories, including premium products such as Fairmont Gold and Privado.
• Partner with Revenue Management to strategically manage room inventory, optimize rate strategy, and maximize RevPAR through data-driven decision making.
• Establish and monitor performance targets for conversion rates, upsell revenue, and outbound sales productivity.
• Develop outbound sales campaigns and follow-up strategies to capture new and repeat business from leisure, corporate, wholesale, and group segments.
• Proactively identify market trends and work with Sales & Marketing to develop offers that drive incremental revenue.
• Ability to implement, learn and adapt to new reservation applications as operationally required.

Operational Excellence in Reservations

• Oversee the seamless processing of all individual reservations, ensuring accuracy in room type, rate, and billing arrangements.
• Maintain expert-level knowledge of Opera PMS, reservation procedures, and all distribution channels to ensure team efficiency and accuracy.
• Resolve complex reservation inquiries with a solution-oriented, guest-first mindset.

Team Development & Leadership

• Recruit, train, and inspire a team of reservation sales professionals, equipping them with advanced selling skills and product knowledge.
• Provide regular coaching on objection handling, upsell techniques, and luxury guest engagement.
• Monitor performance metrics, conduct regular reviews, and create development plans to support career growth within the company.
• Recognize and celebrate team achievements, fostering a high-energy, results-oriented culture.

Guest Experience & Relationship Management

• Ensure that every interaction, whether by phone, email, or digital channel, reflects the brand’s commitment to luxury service, personalization and standards execution.
• Anticipate guest needs, providing tailored recommendations that elevate their stay experience.
• Support post-booking communications to maintain engagement and encourage loyalty through ALL – Accor Live Limitless.

Qualifications

• Proven track record in reservations sales leadership, ideally in a luxury hospitality environment.
• Expertise in driving revenue through upselling, cross-selling, and targeted outbound sales efforts.
• Proficient in the English language (verbal & written); a second language is an asset.
• Exceptional communication skills with a refined, service-oriented approach.
• Proficient with Microsoft Office applications; Opera PMS and CRS experience preferred.
• Strong interpersonal, analytical, and problem-solving skills.
• Highly organized, dependable, and able to thrive in a fast-paced environment.
• Flexible to work weekends and holidays as required.