Reservations and Royal Service Assistant Manager

Job Description

Your knowledge of the hotel and the technical skill you display when responding to guests’ communication will prove you truly are a Fairmont professional.

As Assistant Royal Service & Reservations Manager, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.

• Consistently offers professional, engaging and friendly service
• Ability to communicate intelligently and effectively in person and over the phone
• Communicate well with other departments; Speak using clear and professional language
• Develop and maintain positive working relationships with others
• Listen and respond appropriately to employee concerns and questions. Address issues as they arise
• Define expectations, provide feedback, holding team accountable and showing appreciation
• Train, schedule, counsel, motivate and coach employees. Support team to reach common goals
• Outgoing personality, comfortable approaching new people
• Ensure uniform and personal appearances are clean and professional
• Report all accidents, injuries, and unsafe work conditions to the Department Manager
• Knowledgeable of any ongoing or upcoming activities or events within the hotel and destination
• Welcome and acknowledge all guests, anticipate and address guests’ needs
• Work closely with various departments to achieve successful guests pre-arrival throughout stay to their departure.
• Provide continued onsite housing support throughout guests stay
• Provide excellent service and hospitality following the brand guidelines to both internal and external customers
• Process reservation requests, changes, and cancellations received by phone, fax, mail, or email
• Set-up proper billing according to accounting policies
• Research and resolve guests reservation conflicts, questions, and requests
• Collaborate with Sales, Conference Planning, Revenue and Rooms
• Respond to challenges and obstacles with confidence, teamwork results orientation and positive attitude
• Troubleshoot, resolve, and document group issues and concerns and make proactive changes to process for future
• Review all Group Resumes and provide summary to team
• Manage payroll. Run report every week. Agents to sign off on pay discrepancy
• Access Dayforce and update any swipe changes
• Sign off Daily No-Show Report
• View daily and process Credit Card Authorization Forms
• Answer any questions that Royal Service Agents, Reservation Coordinators, Supervisors or Central Reservations may have
• Wholesale Reservations
• Hire, Interview, and provide yearly reviews

Qualifications

• Proficient in the English language (verbal & written), second language is an asset
• Previous customer related experience an asset
• Must possess outstanding guest services skills and sophisticated verbal communication skills
• Computer literate in Microsoft Window applications required
• Prior experience working with Opera or a related system an asset
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Flexibility to work weekends and holidays as needed
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Additional Information

Your team and working environment :

A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience, Feel Valued, Feel Sparked, We Are One

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

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