Room Reservations Manager jobs in Washington

Company Description

Fairmont Hotel Vancouver, known as the ‘Castle in the City’, with its chateau-style green-clad copper roof and gargoyles is an architectural landmark in the heart of Downton Vancouver that captures the hearts and imaginations of all who visit. A registered heritage property operating since 1939, the hotel symbolizes grandeur and timeless elegance.  In spring 2019, Fairmont Hotel Vancouver completed a $75M, five-year multiphase revitalization project. With its prestigious address on Georgia Street, this castle is surrounded by a diverse arts community of galleries and theatres, a thriving shopping district, exhilarating nightlife and world class cuisine. Join our team and welcome our guests to extraordinary experiences at their home away from home.

Job Description

Reservations Manager

Want to be part of a team that is passionate about delivering luxury service and memorable experiences?  The ideal candidate is driven, has a keen eye for detail, is a strong communicator and is calm under pressure and able to thrive in an ever-changing fast-paced, luxury hotel environment.  Previous leadership experience in a city hotel setting is required. 

Our Culture & Benefits: 

• An inclusive, empowering, and positive workplace, where we place people at the heart of everything we do 
• The opportunity to have fun at work alongside passionate hospitality professionals who strive to make the world a more welcoming place 
• The opportunity to live, work and play across the world through our employee travel and internal transfer programs 
• A competitive salary starting at $63,000 with annual compensation reviews based on market, performance, and capabilities 
• Complimentary meal through our Colleague Dining Program 
• Complimentary dry-cleaning of business attire  
• Complimentary hotel stay with breakfast for two through our BE OUR GUEST program 
• Employee benefit card offering discounted room and food & beverage rates at Fairmont & Accor properties worldwide 
• The opportunity to work in a luxury hotel environment and a Vancouver heritage building with a historic legacy dating back to 1939 
• Free learning programs through our Academies and discounted eCornell courses 
• Ability to make a difference through our Corporate Social Responsibility activities
• Annual paid vacation, sick leave, up to statutory holidays and birthday leave 
• A comprehensive benefits package including extended medical, dental, vision, life insurance, and disability benefits  
• A company-matched pension plan and ability to enroll in the Group Registered Retirement Savings Plan (GRSP) 

• A monthly travel reimbursement for TransLink monthly passes 

What you will be doing:

• Responsible for the smooth operation of the Central Services department while maintaining close relationships and communication with Housekeeping, Front Office, Sales, Revenue Management, Conference Services, Engineering and F&B.
• Handle staff recruitment, scheduling and other administrative requirements. 
• Review task processes and staff productivity in ensuring that work standards are consistently met. Conduct standards testing including call observation.   
• Prepare and distribute occupancy and revenue forecasts and keep all department heads well informed of any unexpected changes in levels of business.
• Work closely with Director, Sales & Marketing and the Revenue Management Team using Revenue Management philosophies to maximize top line revenue. Attend Revmax meetings.
• Coordinates with Rooms Department Heads to maximize inventory levels during high occupancy/sold out nights.
• Monitor the daily bookings received from the all channels to ensure all aspects are actioned properly. 
• Oversee all arrivals during tight periods to minimize unexpected "wash" or attrition. 
• Handle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations.   
• Create and maintain individual rate codes and room rate packages as established by the Sales Department.
• Consistent communication with GRC: including updating of hotel information via Sellweb, submitting in-Touch updates, rectifying booking errors as needed and ensure guest satisfaction and reservation standards compliance.
• Research, audit and process travel agent commission requests.
• Forecast departmental expenses and accrue commissions and expenses as required to maintain monthly P&L.
• Manage and coordinate all aspects Groups, Tours and individual reservations.
• Review and ensure that reservation details and blocking is in line with group resumes and ensure overall guest satisfaction is maximized.
• Monitor group and tour cutoff dates.
• Ensure Royal Service Manager is utilized to its fullest capabilities and provide training where required to other departments to ensure compliance to all standards
• Analyze reports in Royal Service Manager and proactively flag negative trends to service excellence committee to drive increased guest satisfaction
• Handle guest concerns and react quickly, logging and notifying proper areas and ensuring effective, meaningful follow-up
• Embrace the role of Royal Service Manager Champion on property, and be the point of contact for the Accor Property Systems team.
• Full understanding of the Loyalty Program, benefits, redemptions, policies etc. as it relates to Reservations and champion the training and learning of Teams in this area.
• Have a complete knowledge of the hotel’s emergency procedures; work with Safety & Security Manager to ensure all emergency systems are up-to-date and team is fully trained to execute emergency procedures.
• Oversee daily administrative tasks such as amenity orders, welcome cards and reports.
• Oversee radio systems and communication. Work with BC communications to solve any challenges
• Develop, implement and maintain SOP’s related to Central Services. Train the team to develop a culture of service excellence.
• Conduct and participate in monthly communication meetings. Responsible for Department Scorecard review for Central Services.
• Conduct performance reviews and provide regular feedback to employees
• Perform any and all other tasks which are assigned Assist in all areas of the rooms division as required.
• Other duties as assigned.

Qualifications

Your experience and skills include:

• 5 years experience in a similar role required
• Experience in developing & implementing Standard Operating Procedures.
• Proven track record of managing teams
• International experience in Luxury Hotels is preferred
• Computer literate in Microsoft Window applications required
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively  as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

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

• Constant standing and walking throughout shift 
• Frequent lifting and carrying up to 30 lbs
• Frequent kneeling, pushing and pulling
• Frequent ascending or descending ladders, stairs and ramps
• Proven ability to carry three entrée plates or more at one time

Additional Information

Visa Requirements:
Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

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