Reservations Manager at Fairmont Hotels & Resorts

Scope of Position:

• The Reservations Manager leads the reservations team to exceed our guests’ expectations through precise booking management and strategic inventory control. The role focuses on maximizing hotel return value by overseeing the lifecycle of FIT, Group, and Event bookings while ensuring seamless synchronization between Opera Cloud and TARS.
• This role follows a hybrid schedule, with mandatory in-office attendance on certain days and remote work permitted on the other days.

Responsibilities:         

• Operational Execution: Supervise the daily performance of reservations staff to ensure all policies and procedures are implemented under the guidance of the Revenue & Reservations Manager.
• System & Data Integrity: Maintain absolute accuracy within Opera Cloud and TARS, ensuring all reservations, market codes, and guest profiles are correctly captured for the Revenue Manager's analysis.
• Group & Event Logistics: Take full ownership of the administrative lifecycle for Groups and Events, including rooming lists, block monitoring, and special group requests.
• Task Allocation: Manage the daily workflow of the department by allocating tasks to staff and reviewing all daily bookings and arrival reports for accuracy.
• Rate & Allotment Loading: Responsible for the technical recording of Company, Travel Agent, and FIT rates in the system and maintaining organized correspondence files.
• Quality Assurance & Training: Monitor the daily telephone manner and general performance of the team, providing hands-on training to ensure luxury service standards are met.
• Inventory Communication: Proactively alert the Revenue & Reservations Manager when hotel availability status changes to ensure immediate action can be taken on pricing or closures.
• Guest Recognition: Ensure the team provides special handling for repeat guests, VIPs, and long-stay suites as identified by the management team.
• Administrative Oversight: Manage the staff work schedules and ensure the department maintains a neat, orderly, and professional environment at all times.

Qualifications

• Matric, with a relevant diploma, either in Hospitality Management or equivalent
• Advanced proficiency in Opera Cloud is essential; experience with TARS is highly advantageous.
• Minimum 5 years’ experience in Reservations, with at least 2 years in a leadership role within a luxury hotel.
• Strong understanding of the South African luxury and inbound travel markets