RESPONSIBILITIES

• Using professional and service-oriented sales techniques, book Food & Beverage outlets reservations and guestrooms, to maximize hotel revenue and the guest experience for both internal and external guests through email, telephone and face-to-face encounters
• Promote, co-ordinate and sell resort and family activities as advertised within the hotel, for both internal and external guests
• Assist guests with their entire resort experience, including transportation suggestions, activities and local attractions
• Utilize appropriate software programs to create and execute group, tour and individual bookings for all market segments
• Prepare professional written correspondence for distribution to guests, travel agents, booking agents  and others as required 
• Prepare rooming list reports and other related reports as requested by Hotel departments .
• Conduct Food and Beverage administrative tasks: bookings, preparation of F&B contracts, pre-arrival calls for F&B guests and co-ordinating F&B group reservations
• Record all details on reservations and correctly flag action items; follow up with other departments to ensure delivery of Hotel’s promised services.  Conduct periodic checks to ensure accuracy of reservation information in Hotel Reservation information systems
• Keep abreast to hotel communications to ensure that all information provided for guests is accurate and up to date
• Co-ordinate the pre-arrival portion of transient guest packages. Confirm details with the guests, communicate with third party vendors, ensure all aspects are professionally handled with both the guest and operation needs in mind.  Conduct pre-arrival calls for non-packaged hotel guests, as required.
• Assist Reservations Team Leader in training new Restaurant Manager users
• Assist the F&B Sales Manager, as directed, with promotions, planning and organization of special events, festive season activities, and tracking of other sales initiatives
• Assist Group Co-ordinator and/or Tour Co-ordinator with group, convention and tour bookings, for both rooms and Food and Beverage
• Perform other duties as assigned

All duties will be performed in accordance with The Fairmont Empress’

commitment to luxury service standards

QUALIFICATIONS

• High School Diploma with one-year recent experience as a Reservation Agent in a luxury hotel or Equivalent education, training, experience in a luxury travel environment
• A typing speed of 45 words per minute
• Comprehensive knowledge of the Fairmont Empress’ guest services, Room products, F&B products – i.e. menu content, special features and current operational parameters
• Comprehensive and current knowledge of local attractions, events, restaurants and transportation
• Fluent English language skills; both written and verbal. Ability to communicate in a professional business manner, both verbally and in writing
• Commitment to provide excellent service and exceed guests expectations with a history of providing exceptional guest service
• Demonstrated ability to work well individually and as a part of a team
• Demonstrated ability to work well with minimal supervision
• Ability to effectively problem solve and make decisions in a personable and confident manner
• Ability to manage and execute multiple tasks within strict deadlines
• Proficiency with Windows, Excel and Word

NOTE: The position of Resort Reservations Agent is physically demanding. The successful applicant must be physically capable of performing repetitive work.