FIT Reservations Agent at Fairmont Hotels & Resorts

Job Description
Responsibilities:

• Responsible for accommodation booking for Cape Grace, A Fairmont Managed Hotel.
• Responds to enquiries about hotel products and services over the telephone, email, etc.
• Determines guest’s needs and quotes the appropriate room and rate as per requirements.
• Books reservation with most accurate information to ensure exceeding guest’s expectations.
• Arranges accommodation, special requests and activity requirements for leisure, corporate and 
• wholesaler’s guests.
• Has a general understanding of Groups - including cut off dates, blocking and booking policies and 
• procedures.
• Acts in accordance with the standards, conforms to the policies and procedures. 
• High communication skills verbal and written. Perfect use of English. 
• Understands Revenue Management strategies, sell levels and sell directed rates and is able to apply these 
• methods to offer as per available Hotel inventory.
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest 
• service is maintained and the maximum profit is generated.
• Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and 
• effectively to inquiries.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through 
• special duties as assigned.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work 
• environment.
• Promotes and practices all organizational values of teamwork, mutual respect, integrity and  empowerment among all co-workers
• To be detail focussed in the performance of all tasks relating to the reservations process i.e. accurate  bookings and guest confirmations
• Manage and follow up on all deposit payments in line with the FIT terms and conditions and ensure that  payments are received on time and communicated to the accounts department and front office prior to  the guest or group arrival.
• Attend PM/PQ meetings to clarify and discuss outstanding payments for bookings as and when required,  ensuring that follow up and payment is received.
• Other duties as assigned

PIPELINE LEVEL

• Manage self.

LEVELS OF ACCOUNTABILITY

• Reporting to the Assistant Reservations Manager and Reservations and Revenue Manager

LEVELS OF RESPONSIBILITY

• Responsible for own performance

COMPETENCIES

• Calculations
• Analytical thinking
• Organizing
• Action Planning
• Service Orientation
• Flexibility and adaptability
• Strong attention to detail
• Admin oriented

Financial: Satisfied Shareholders

• To ensure that all quotes compiled are accurate and every attempt is made to secure the 
• business for Cape Grace.
• Manage and follow up on all deposit payments in line with the reservation terms and conditions  and ensure that payments are received on time and communicated to the accounts department  and front office prior to the guest’s arrival.

Customer Service: Delighted Customers

• Models the Organizational Values 
• Matching the features and benefits of our product offering to ensure that we exceed our guest’s 
• expectations. 

Processes: Effective Processes

• To interact with Housekeeping, Front Office, Spa and Food & Beverage, where necessary, 
• ensuring any new and relevant information is communicated between these departments and 
• Reservations.
• Maintains department Standard Operating Procedures and devise benchmark to be adhered to.
• Manage workload fairly, ensuring that our turnaround time is adhered to.
• Assist Group Reservations as/when necessary, with enquiry turnaround, call handling.

GENERAL KNOWLEDGE AND RESPONSIBILITIES

• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the highest standard of service, appearance and social skills set according to the  company policy.
• Works in harmony with all departments and employees, is willing to assist others if and when  required.
• Attends all training workshops as and when required. 
• Is familiar with all policies and procedures, house rules, fire, security and emergency procedures  as well as all checklists pertaining to the position.
• Performs any reasonable duty as instructed from time to time.

Qualifications
Qualifications:

• Grade 12 or equivalent
• A Hospitality Management qualification is a strong recommendation.
• 1 year experience in similar positions and customer service
• Proficiency in English (Verbal, Written, Reading), second language is an asset.
• Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and  suppliers.
• Demonstrated experience using:
• Opera Property Management System
• Microsoft Office Suite to at least Intermediate level
• Previous experience on TARS would be advantageous.
• Above average Numerical skills
• Above average ability to communicate at all levels of the organization.
• Must possess outstanding Sales skills, guest service skills, professional presentation and sophisticated  communication skills.
• Must be able to handle multitude of tasks in an intense, ever-changing environment while remaining  calm, collective and accurate.
• Must be flexible in terms of working hours (Shift Timing)