Director, Revenue and Reservations

Fairmont Empress is the destination in Victoria, located in the heart of the city overlooking Victoria's sparkling Inner Harbour. The 464 room hotel has completed an exciting $60 million dollar strategic renovation in 2017. This transformation has married the original classic details with world class modern touches creating a luxury oasis with unique food and beverage venues celebrating the Pacific North West as well as a rejuvenating Willow Stream Spa.  The hotel has partnered with Forbes to continue to elevate our unique West Coast culture and service to provide individual and authentic guest experiences.

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 Safety Footwear Reimbursement Program (up to $120 per year)
• 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

What you will be doing:

• Maximize room revenues through a thorough understanding and analysis of all booking channels, managing inventory and rate accordingly
• Maximize total hotel room revenue by optimizing sales mix
• Monitor transient, tour and group booking pace in order to determine pricing and availability controls for all reservation distribution sources
• Monitor key indicators of hotel performance and third party intelligence sources to identify revenue opportunities
• Works with DOSM to evaluate group thresholds; establishes and presents hotel pricing strategies for all segments.
• Owner of Revenue Management System (IDeaS G3). Responsible for configuration, forecast validation and daily interaction with system and decision produced
• Reviews competitive set pricing, yield strategies and completes analysis of the market and its opportunities based upon the competition
• Completes all rooms forecasting to accurately project demand and pick up for groups and transient segments, both short and long term.
• Conduct regularly scheduled RevPro, Forecast and Budget meetings and makes sure minutes are taken, distributed and followed up on
• Ensures accurate and timely preparation of analytical and forecast reports and maintains records
• Maximize total hotel revenue and profit by playing a key role in Restaurant Revenue Management and creating revenue strategies for other revenue generating departments
• Play an active role in the strategic plan, marketing plan and budgeting processes
• Helps preparing and presenting forecast and budget presentation to Corporate and Ownership
• Stay current with industry changes and how it may impact demand
• Prepare and present weekly and monthly analytical reports
• Ensures the hotels descriptions and set up in all distribution systems are correct and reflect the hotels selling strategy in all booking channels
• Oversees the Reservations department and ensures completion of daily task lists
• Responsible for onboarding and training of new and existing colleagues to ensure highest level of service
• Ensure all service standards are met
• Work with the Global Reservation Team and ensure they have up-to-date property information
• Work with Marketing to ensure confirmation and pre-arrival letters are up-to-date
• Handle and resolve guest issues in a positive manner to protect company revenue and drive guest satisfaction
• Develop and maintain the department schedule and complete payroll
• Make sure all commissions are correct and followed-up on promptly
• Monitor and report results of any incentive programs in place; responsible to make sure integrity of the programs is maintained, and that all requirements are followed
• Other duties as assigned

Your experience and skills include:

• Minimum three years leadership experience within a similar role required
• Computer literate in Microsoft Window applications and relevant computer applications required; previous Opera and IDEAS G3 experience an asset 
• University/College degree in a related discipline required
• Must be extremely organized, detailed oriented and have excellent time management
• Ability to delegate and organize work flow
• Excellent communication skills, both written and verbal required
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Physical Aspects of Position (include but are not limited to): 

• Frequent standing and walking
• Occasional bending and kneeling
• Occasional carrying and lifting

Visa requirements: Must be legally eligible to work in Canada.

Your team and working environment:

Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds – where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

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