Reservations Manager

The Reservations Manager is responsible for determining strategic goals and tactical efforts, which drive revenue to the hotel, and for ensuring inventory allocation and pricing parameters are positioned to support the overall revenue goals of the hotel. 
What you will be doing:
Reporting to the Revenue Manager, responsibilities and essential job functions include but are not limited to the following:

• Responsible for the entire Guest Journey from booking to arrival
• Oversee the daily operations of the Reservations Agents to ensure a smooth operation and the highest level of guest satisfaction is provided
• Establish and maintain effective communication processes with all the hotel departments
• Responsible for day-to-day operations of the department and ensures adequate coverage for all aspects of the reservations function
• Maintain and develop departmental standards to achieve and maintain a high level of service
• Acts as main liaison between the Global Reservations Center and the Fairmont San Francisco
• Provides assistance to Executive Offices and Sales Office with VIP/High Level reservations
• Ensures proper implantation of, and maintains LQA standards
• Reviews arrival reports and VIPS's to ensure all special requirements are met or exceeded
• Updates and maintains all department standards and procedures and modifies them according to business needs and trends
• Effectively maximizes inventory levels during high occupancy/sold out nights
• Process weekly Travel Agency commissions and be the primary contact for any outstanding commissions
• Reconcile and process monthly OTA commissions
• Monitor hotel detailed availability, balancing inventory proactively to eliminate and minimize oversell in room categories
• Attends and participates in weekly revenue meetings
• Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of colleague empowerment
• Monitors and provides feedback on weekly/monthly labor expenses
• Assist Revenue Management team with maintaining all rate codes in the Property Management system (Opera) to ensure rate accuracy and availability for bookings
• Ensures all reservations, including internal requests, GDS, Wholesalers, OTAs are entered into Opera in a manner that meets established standards
• Maintains and updates the various InTouch templates to ensure accuracy of information provided to our incoming guests
• Responsible for performance management including one on one coach,  counsel sessions and maintaining performance logs
• Conduct yearly performance reviews and complete in timely manner
• Assist with responsibilities during the absence of Revenue Manager
• Other duties as assigned by the Revenue Manager

 

Your experience and skills include:

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Previous hotel front office, sales, or reservations experience required
• Must have the ability to handle a multitude of tasks and guest requests
• Knowledge of Opera Property Management System an asset
• Strong guest service orientation and training skills background required
• Ability to work independently and prioritize responsibilities
• Experience with a Hotel loyalty program an asset
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)

 

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

• Frequent standing and walking throughout shift
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs and ramps

 

• To keep our employees and the general public safe from the threat of COVID-19 and the rise of variants in the community, Fairmont San Francisco has implemented a COVID-19 Vaccination Policy.

Your team and working environment:

Since 1907, Fairmont has served as the San Francisco residence for U.S. presidents, world leaders and entertainment stars.  The landmark hotel offers 606 well-appointed guest rooms and suites, three distinctive restaurants, a health club and easy access to the city’s most popular attractions. Fairmont San Francisco is located atop Nob Hill at 950 Mason Street. 

Fairmont is proud to be an Equal Opportunity Employer. Feel free to visit our website at http://www.fairmont.com/ to find out more about our company.
EOE/M/F/D/V

Visa Requirements:
Must have proof of eligibility to work in the United States.

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

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS