Reservations Supervisor

Job Description

POSITION PURPOSE

All guest service has the potential to create a lasting memory when it is delivered with warmth and sincerity. As a Reservations Supervisor, you will be responsible for effectively coordinating all hotel room requirements including, but not limited to group business, wholesale partners, direct leisure guests, billing, VIP’s and special requests to ensure our guests feel valued.

ESSENTIAL FUNCTIONS

Areas of responsibility will include but are not limited to the following:

• Respond to all reservation requests and guest communications (via telephone, multiple email accounts, and extranet) in a courteous, efficient, professional, and friendly manner in adherence to Fairmont Hotels & Resorts standards
• Assist Reservations Manager in monitoring the day-to-day operations and scheduling
• Provide supervision, motivation, training, and support to the Reservations team colleagues
  • Update team on all rates, promotions, packages and corporate programs
  • Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals
  • Work with team to achieve EES, LQA and VOG and build action plans to attain goals
  • Assist in preparing daily, weekly and monthly reports and test calls
  • Ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized
  • Coach the agents in areas of up selling, cross-selling and ongoing skill set knowledge
  • Inspire agents to achieve maximum revenue potential while maintaining consistently high service standards
  • Have full knowledge of the resort and venues
  • Promote and enforce health and safety awareness as well as to have a complete understanding of the emergency procedures.
  • Actively participate in monthly departmental meetings.
  • Lead by example in demonstrating high levels of guest service, teamwork, and stepping out of the box where possible
• Assist with Transient Reservation, Group Reservation, and Wholesale Reservation areas where needed
• Assist with groups in the absence of the Group Reservations Manager, as needed
  • Maintain and update Group Blocks to ensure accuracy and inventory management, running weekly Group Pickup Meeting
  • Assist with Passkey setup and inquiries, enabling groups as needed and ensuring all entered information is accurate and discrepancies are corrected
  • Liaise with Conference Services and Catering Team and group contacts to ensure accuracy of rooming lists and billing instructions
  • Review group resumes each week and double-check VIP/staff reservations (rate, room type, billing, etc.) in PMS for accuracy
  • Attend Pre-Con meetings when requested
• Actively participate and promote the Fairmont Kea Lani, Maui’s environmental program and department-specific initiatives in working towards sustainable operations
• Contribute to the improvement of the operation by contributing ideas, making suggestions and actively participate in departmental briefings.
• Work with other departments to complete necessary tasks
• Check with Reservation Manager before leaving shift. Bring any concerns to the attention of the Manager On Duty (Reservation Manager or Group Reservation Manager)

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Colleagues with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, colleagues may be required to work varying schedules to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all colleagues are required to fully comply with Fairmont rules and regulations for the safe and effective operation of the hotel’s facilities.  Colleagues who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the Reservation Manager based upon the particular requirements of the hotel:

• Additional duties as necessary and assigned.

SUPERVISION RECEIVED

Direct:              Reservations Manager

Indirect:            Group Reservation Manager

Indirect:            Director of Revenue Management

SUPERVISION EXERCISED

Direct:              Reservations Agents

Indirect:           N/A

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Must be able to speak, read, write and understand the English language.
• Requires effective communication skills, both verbal and written.
• Must be able to read and write to facilitate the communication process.
• Must be service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally.
• Must possess basic computational ability.
• Must possess computer skills, including, but not limited to, Microsoft applications, CRS and Opera Cloud systems
• Experience with Opera (Cloud and CRS) and Passkey Cvent is highly preferred
• Must be able to multi-task and be detail-oriented in a fast paced, high volume environment.

• Must possess a problem-solving mindset: be able to anticipate, prevent, and identify area of opportunities and resolve them as necessary
• Must have ability to work independently and to prioritize or seek clarification in prioritizing work assignments.
• Maintain a professional working environment, attitude and appearance.
• Must possess outstanding Sales and Guest service skills
• Must possess knowledge of Group Reservations and Wholesale market segments
• Must maintain sanitation procedures as directed.

Qualifications

Physical Demands

Frequency Key:  Rare: up to 1 hour, Occasional: 1-3 hours, Frequent: 3-6 hours, Constant: 6-8 hours.

Physical Activity                                  Frequency

Sitting                                                   Constant

Standing                                               Occasional

Walking, climbing stairs                         Occasional

Crouching/Bending/Stooping/Kneeling   Occasional

Reaching                                              Occasional

Lifting/Carrying (30 lbs.)                         Rare

Pushing/Pulling (30 lbs.)                        Rare

Near Vision                                           Constant

Far Vision                                             Constant

Hearing                                                 Constant

Talking                                                  Constant

Must have manual dexterity to be able to operate office equipment such as computers, printers, photocopiers, FAX machines, multi-line touch tone phone, and other office equipment as needed.

Most work tasks are performed indoors.  Temperature is moderate and controlled by hotel environmental systems.

QUALIFICATION STANDARDS

Education

• High School diploma (or equivalent) and/or vocational training

Experience

• Minimum of 2 years Reservations and/or Front Office experience required
• Reservations and/or Front Office supervisory experience preferred

Licenses or Certificates          

Not applicable.

Grooming

All associates must maintain a neat, clean and well-groomed appearance per Fairmont standards.

This job description is not an exclusive or exhaustive list of all job functions that an associate in this position may be asked to perform from time to time.

Additional Information

All Candidates must be in possession of identification proving authorization to work in the United States as defined in the Immigration Reform and Control Act of 1986 (IRCA). This Position does not offer sponsorship of Work Visas. Resumes submitted that cannot fulfill these requirements will not be considered.

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

Join our ‘ohana today:  Visit our website to learn more about living and working for Fairmont Hawai’i.  www.fairmonthawaiijobs.com

Why work for Accor?  You can discover a world where life pulses with passion!​

Join the Accor Group, an ecosystem of over 45 brands, 5,600 hotels, 10,000 restaurants and lifestyle places, that welcome you.  With us, your personality is valued, your opportunities for growth know no boundaries.  Every action you take has a positive and memorable impact on the experience of our customers, your colleagues, and also, on the planet, contributing to pioneering the art of responsible hospitality.

Hospitality is a work of heart! #fairmontcareers #alwayskealani