Reservations Supervisor
Do you enjoy helping others and building emotional connections to make people feel special and welcomed? If so, then we want YOU to be part of our Fairmont Royal York family.

Every day you will be responsible for engaging with our guests, clients and colleagues. You will create the essential Toronto experience at the hotel that has been a Canadian icon for over 91 years.  You will be given the responsibility to ensure that our guests and colleagues feel WELCOMED, CARED FOR and INCREDIBLE. Being part of the Fairmont Royal York family is more than providing warm and consistent service. As an ambassador of Fairmont Royal York, you will take the initiatives necessary to turn moments into memories by taking the time to understand our guests’ purposes: why are they staying at Fairmont Royal York, what is their length of stay and what are their preferences and passions? Making our guests feel heard and cared for creates an emotional connection to our brand and builds loyalty.

These emotional connections are not just for guests. As part of the Fairmont Royal York family, you will be tasked with creating impactful relationships with your colleagues.
As an Emerging Leader, you will lead yourself through: positive orientation, self-development, self-management and problem solving. You will lead others through: leading by example, engaging with the teams, developing others and communicating effectively. You will lead the business through being guest-focused and aware of the business and identifying areas of improvement.

If creating these lasting relationships and experiences excites you, read more about how your role supports our vision of continuing to create the essential Toronto experience!

What is in it for you:

• Employee Assistance Program (EAP)
• Extended Healthcare Plan Coverage
• Opportunity to develop your talent and grow within the Company and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• All Heartists Travel Program for stays at properties world-wide

What you will be doing:

The Reservations Supervisor should be an enthusiastic, multi-tasked individual who thrives in a fast paced environment.   The Reservations Supervisor will be responsible for supporting the daily operations of the Reservations Team and supporting the Guest Experience & Reservations Manager to lead and showcase the essential Toronto Experience. The Reservations department is one of the first points of contact for all guest interactions, and they are responsible for setting the tone for the rest of the team.

As the Reservations Supervisor, the individual will be responsible for: 

• Overseeing and understanding the daily expectations and holding our Reservations colleagues accountable
• Coaching the team on interactions and assisting to provide feedback for their improvement. This includes maintaining performance logs and sharing that information with each colleague
• Connecting with guests, patrons, colleagues, and vendors; fostering relationships with departments, all while ensuring the provision of superior service levels for all amenities and services offered
• Motivating and engaging colleagues to continuously deliver the best possible service to all
• Working cohesively in collaboration with all Operational departments to ensure a smooth and opportunity free experience for all; while also working to fine tune that experience
• Creates a positive and engaged work environment with a focus on teamwork
• Supporting departmental training cycles, programs, modules, work flow processes, and service blueprints ensuring compliance with policies and procedures within Reservations
• Performing aspects of human resources and training functions including recruitment, selection, professional development, recognition, coaching, training, process observation, performance counseling and review
• Promoting the safety and well-being of our guests and Heartists by having a thorough knowledge of the Hotel’s crisis and emergency procedures, thereby maintaining a safe and hazard free work environment
• Participating in all regular and ad hoc operational meetings
• Ensuring the upkeep of departmental and Hotel information with up-to-date information as a part of the ongoing communication program
• Overseeing the creation of unique, personalized and discreet guest and Heartist recognition opportunities from knowledge and interpretation of preferences, thereby transforming information into relevant acts of recognition
• Managing projects and any other reasonable duties as required by the Guest Experience & Reservations Manager
• Set a leadership example for the Reservations team in professionalism and strive to exceed guest expectations on a daily basis

Your experience and skills include:

• Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignments and additional duties
• Must be a strong team player with proven leadership, development, interpersonal and organizational skills
• Excellent verbal and written communication skills in the English language required, multi-lingual is an asset
• Must be able to work well under pressure in a fast-paced and constantly changing environment
• Knowledge of Property Manager System, Central Reservations System an asset
• Experience directly with Reservations operations an asset
• Diploma in Hotel Management an asset
• Professional manner, outgoing personality, and ability to work with minimal oversight

Physical Aspects of Position (included but not limited to):

• Frequent sitting throughout shift
• Occasional lifting and carring up to 30lbs 
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs, and ramps
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Your team and working environment

For over 91 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun. To learn more, click here.

Note: Must already be legally entitled to work in Canada to be considered for the position.

In order to keep our employees and the general public safe from the threat of Covid 19 and the rise of variants in the community, the  Hotel has implemented a Covid-19 Vaccination Policy.

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