Reservations Manager

Job Description

We are seeking a highly energized, organized and passionate hospitality leader to lead our Room Reservations team at the Castle in the Rockies. The Reservations Manager is responsible for the overall leadership and performance of the department, ensuring an exceptional booking experience, effective inventory management, strong colleague engagement and seamless collaboration across the hotel.

Reporting to the Director of Rooms, the Reservations Manager provides strategic and operational leadership for the Reservations department, balancing guest experience, commercial opportunities, operational requirements and colleague development. As a Department Head within the Rooms Division, this role serves as a key resource for reservations, guestroom inventory, market segments and reservation systems while partnering closely with Revenue Management, Sales and hotel operations.

Competitive Salary: $78,000-$80,000 gross annually, based on previous experience & education

Job Duties Include:

• Lead the daily operation of the largest in-house Reservations department within the NCA region, including Reservations Agents, Coordinators and the Assistant Reservations Manager, ensuring consistent service, productivity and operational excellence.
• Provide overall leadership for departmental staffing, scheduling, payroll, labour forecasting and colleague development, ensuring resources are effectively aligned with business volumes and operational requirements.
• Oversee guestroom inventory management and room allocation, utilizing sales and inventory reporting to proactively identify concerns, manage at-capacity and oversold dates, and partner with Revenue Management, Front Office and key stakeholders on inventory solutions, reversals and guest relocations.
• Partner closely with Sales, Revenue Management, PR, Marketing and Operations to develop and execute packages, rates, promotions and operational processes that support both commercial objectives and the guest experience.
• Build and maintain strong relationships with group organizers, Sales Managers, Conference Services Managers, tour and wholesale partners, and other key stakeholders to ensure accurate execution and a seamless reservation and arrival experience.
• Serve as the departmental subject-matter resource for reservation systems, processes, market segments, room products, rates and policies, ensuring consistent knowledge, training and execution across the team.
• Lead recruitment, onboarding, training, performance management and ongoing development of year-round and seasonal Reservations colleagues and leaders.
• Coach and develop the Assistant Reservations Manager, Coordinators and Reservations Agents, establishing clear expectations, accountability and meaningful development and succession opportunities.
• Manage escalated guest concerns related to reservations, ensuring timely resolution, appropriate service recovery and effective follow-up through SCORE.
• Develop and manage departmental incentive and recognition programs that strengthen colleague engagement while supporting productivity, revenue and commercial objectives.
• Champion Employee Engagement Survey initiatives and departmental action planning, fostering an inclusive, accountable and high-performing team culture.
• Ensure effective departmental communication through daily briefings, regular department meetings, leadership communication and consistent pass-on of operational priorities.
• Monitor departmental performance and key business trends, identifying and implementing process improvements that enhance efficiency, booking accuracy, guest satisfaction and revenue performance.
• Provide operational support to the Reservations team during periods of high demand and ensure leadership coverage is aligned with business and guest needs.
• Maintain strong working knowledge of Opera Cloud Property Management System, ALL RESA, Passkey/GroupMAX and other applicable reservation and distribution systems and tools.
• Perform other duties as assigned. As a Department Head within the Rooms Division, the Reservations Manager may be required to support other Rooms Division operations based on business and operational needs.

Qualifications

• Minimum two years of previous Reservations, Sales or Rooms Operations experience required.
• Minimum two years of leadership experience within a high-volume hotel, sales or call centre environment required.
• Previous experience leading a Reservations department or comparable hotel operation is strongly preferred.
• Demonstrated experience in guest escalation resolution, service recovery and complaint management.
• Proven experience in process development, operational planning and the implementation of new procedures and initiatives.
• Strong working knowledge of Opera Cloud Property Management System; experience with ALL RESA is an asset.
• Working knowledge of Passkey/GroupMAX or similar group reservation systems is an asset.
• Strong understanding of hotel room inventory, market segments, rate structures and the relationship between Reservations, Revenue Management, Sales and hotel operations.
• Proven ability to lead, coach and develop colleagues and leaders while establishing clear performance expectations and accountability.
• Strong communication, interpersonal, analytical, organizational and problem-solving skills, with the ability to effectively manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong computer skills, including proficiency with Microsoft Word and Excel.
• Professional presentation with the ability to remain composed, adaptable and solutions-focused within a fast-paced luxury hotel environment.
• Must be flexible to work varied shifts, weekends and days off based on business needs.

Additional Information

Job Perks & Benefits:

• One complimentary meal per shift in our staff cafeteria (additional meals can be purchased for $8/meal)
• Employee travel program with discounts on room rates as well as on food & beverage at Fairmont & Accor properties world-wide
• Access to the Mountain Explorer Travel Program – exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Fairmont Resorts in Lake Louise, Jasper & Whistler
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Banff Springs Golf Courses

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

APPLY TODAY: Whether you're just launching your career or looking for a new adventure, we invite you to visit www.banffspringsjobs.com to learn more about Fairmont Banff Springs and the extraordinary opportunities that exist within our resort!

We encourage you to let us know if you require any accommodations through the application/recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: [email protected]