Reservation and Royal Service Manager

Job Description

What is in it for you: 

• Employee benefit card offering discounted rates at Accor properties worldwide 
• Exclusive Employee and Friends & Family Discounts at Fairmont Hotel Vancouver 
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world! 
• Complimentary meal during your shift through our Colleague Dining Program 
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Competitive Salary starting at $ 64,505

What you will be doing:

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following: 

• Responsible for the smooth operation of the Royal Service & Reservations departments while maintaining close relationships and communication with Housekeeping, Front Office, Sales, Revenue Management, Conference Services, Engineering and F&B
• Drive Enhanced Royal Service culture, ensuring that Royal Service team is able to answer guest enquiries and meet guest needs without having to forward the call.
• Ensure Royal Service Manager is utilized to its fullest capabilities and provide training where required to other departments to ensure compliance to all standards
• Analyze reports in Royal Service Manager and proactively flag negative trends to service excellence committee to drive increased guest satisfaction
• Handle guest concerns and react quickly, logging and notifying proper areas and ensuring effective, meaningful follow-up
• Embrace the role of Royal Service Manager champion on property, and be the point of contact for the Accor Property Systems team.
• Full understanding of the Loyalty Program, benefits, redemptions, policies etc. as it relates to Reservations and champion the training and learning of Teams in this area.
• Work closely with Director, Sales & Marketing and the Revenue Management Team using Revenue Management philosophies to maximize top line revenue. Attend Revmax meetings
• Liaise with Revenue Management Team daily to ensure rate integrity and hotel inventory is accurate and balanced
• Coordinates with Rooms Department Heads to maximize inventory levels during high occupancy/sold out nights
• Consistent communication with GRC: including updating of hotel information via Sellweb, submitting in-Touch updates, rectifying booking errors as needed and ensure guest satisfaction and reservation standards compliance.
• Research, audit and process travel agent commission requests
• Manage and coordinate all group and individual reservations. Oversee Groupmax submission and group wash
• Review arrival reports and VIPS's to ensure all special requirements are met
• Oversee daily administrative tasks such as amenity orders, welcome cards and reports
• Review and ensure that reservation details and blocking is in line with group resumes and ensure overall guest satisfaction is maximized
• Monitor group cutoff dates
• Have a complete knowledge of the hotel’s emergency procedures; work with Safety & Security Manager to ensure all emergency systems are up-to-date and team is fully trained to execute emergency procedures
• Oversee radio systems and communication. Work with BC communications to solve any challenges
• Ensure effective utilization and productivity of all staff through planning, hiring, scheduling and adhering to budget / forecast parameters
• Develop, implement and maintain SOP’s related to Reservations & Royal Service
• Create and maintain a Heartist approach within the department to ensure both an internal and external luxury guest experience of I feel welcome, I feel heart warmed, I feel incredible and I belong
• Conduct and participate in monthly communication meetings.
• Conduct performance reviews and provide regular feedback to employees
• Perform any and all other tasks which are assigned Assist in all areas of the rooms division as required
• Provide operational support in the capacity of Duty Manager when required
• Consistently offers professional, engaging and friendly service
• Other duties as assigned.

Qualifications

Your experience and skills include:

• Minimum 2 years experience in a Front Office Management role, or equivalent with demonstrated strong supervisory and leadership skills
• Self-motivated with the ability to make decisions and complete projects in a timely manner
• Highly organized, decisive, adaptable to change and able to handle multiple priorities with calm under pressure. Ability to effectively delegate as needed
• Critical thinking skills with a penchant for analysis of statistical information. Ability to create strategies based on findings
• Ability to work cohesively with fellow colleagues as part of a team
• Proven track record of developing and motivating career minded professionals.
• Professional presentation, demeanor and telephone manner with a passion to exceed guest expectations
• Excellent written and verbal communication skills
• Advanced knowledge of Property Manager, CRS and MS Office required; Ideas, HotelIQ and Watson is an asset
• Understanding and previous management of third party and on-line booking channels an asset
• University/College degree in Hotel Management or related discipline preferred
• Knowledge of a second language an asset