All duties will be performed in accordance with Fairmont Empress’ commitment to luxury service standards

RESPONSIBILITIES

• To be competent in all tasks undertaken by the room reservations and group reservations agents.
• Ensure that the Reservations Daily Check List is completed.
• Knowledge of all telephone systems, Food & Beverage venues, services and reservations systems.
• Ensure the accuracy of all reservations.
• Updating technology systems including but not limited to Sellweb, Royal Service Manager, MFR, PMS backend, CRS backend.
• Updating rate codes as necessary, including rate distribution forms and adding global alerts.
• Answer telephone and email inquiries in a timely manner.
• Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities.
• Liaise with Revenue Management daily to ensure rate integrity and hotel inventory is accurate and balanced.
• Review arrival reports and VIPs to ensure all special requirements are met.
• Assist with daily administrative tasks such as amenity orders, welcome cards and reports.
• Respond to all reservation requests and incoming calls in a courteous, efficient, professional and friendly manner in adherence to Fairmont Hotels & Resorts standards.
• Assist managers with changes, cancellations, billing, upgrading, etc. for all guests.
• Work directly with all clients to handle any additions/cancellations/changes.
• On site champion/liaison for the Global Center Reservation to ensure accuracy and good communication between the hotel and GRC.
• Follow departmental policies, procedures and service standards.
• Other duties as assigned.

QUALIFICATIONS

• Minimum 2 years’ experience in a Front Office/Reservation supervisory or equivalent with demonstrated strong supervisory and leadership skills.
• Minimum typing speed of 55 wpm.
• Proven ability to handle multiple priorities and meet deadlines in a fast paced environment .
• Must be proficient in Property Manager or similar platform and Microsoft Office (Word, Outlook, Excel).
• Excellent verbal and written communication skills.
• Demonstrated ability to provide excellent service and exceed guests' expectations.
• Ability to work well individually and as a part of a team with minimal supervision.
• Possess strong organizational skills and make decisions in a personable and confident manner.
• Demonstrated detail orientation with numerical aptitude.
• Must be flexible and willing to work a variety of shifts.

Note: The successful candidate must be physically capable of sitting for long periods, performing repetitive work and occasionally lifting and carrying heavy loads.