Job Description

Reporting to the Director of Revenue Management, responsibilities and essential job functions include, but are not limited to the following:

• Responsible for entire pre-arrival Guest Journey
• Establish and maintain effective communication processes with all 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 5-star/5-diamond Reservations Department
• Supervises, schedules, trains, coaches and counsels’ colleagues of department
• Acts as main liaison between the Global Reservations Center and the Fairmont Grand Del Mar
• Assist with taking incoming reservation calls as deemed necessary by call volume
• Helps Executive Offices, Guest Experience team and Sales Office with VIP/High level reservations
• Ensures proper implantation of, and maintains LQA and FORBES 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 Booking.com commissions
• Monitor hotel detailed availability, balancing inventory proactively to eliminate and minimize oversell in room categories
• Prepares monthly reservations agent productivity report including call conversion, revenue booking performance , outbound call revenue report by each individual
• 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 Director of Revenue Management 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
• Work closely with Group Housing Manager as it relates to Group reservations (when needed)
• Attend Group pre-cons in the absence of the Group Housing Manager
• 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 Director of Revenue Management
• Other duties as assigned by the Director of Revenue Management

Qualifications

• 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
• Minimum of 3 years previous proven department head experience in Front Office/Reservations Operations of a luxury resort
• 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 Demands:_

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 15 pounds without assistance
• Stand, sit, or walk for an extended period of time
• Perform other reasonable job duties as requested
• Required Education and Experience
• Hospitality industry experience preferred

Additional Information

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