Reservations Manager

At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

Manager, Royal Service & Reservations 

The Royal Service & Reservations department is the communication hub of the hotel. The expectations of this role are to offer a friendly, timely, uncomplicated service-oriented response to any request. We are committed to problem solving, ownership, guest satisfaction and teamwork and live to our mission of turning moments into special memories for our guests. As a department, Royal Service has the knowledge and tools to answer 90% of all calls and requests without transferring calls. Your knowledge of the hotel and the technical skills you display when responding to Guest telephone calls and Managing the Royal Service & Reservations Team, will prove you truly are a Fairmont professional. In your role, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.

What you’ll be doing: 

• Will be a role model in the department; known for consistently following Hotel standards.
• Lead and supervise all aspects of the Royal Service & Reservations department and ensure all service standards are followed.
• Train all Royal Service & Reservations colleagues
• Support the Front Office, Fairmont Gold, Guest Services and Housekeeping departments when it’s needed.
• Accor Live Limitless champion for the hotel.
• Create and implement SOP’s to improve operations and ensure standards are being adhered to.
• Ensure all colleagues are up to date with all departmental software systems including but not limited to: OperaCloud, POS Silverware, Alice, Kipsu, Intouch, Microsoft Office, Outlook, etc.
• Schedule the team per labor management standards and in a responsible manner.
• Handle Guest concerns and react quickly, logging and notifying proper areas/departments.
• Assist with all duties required by the team.
• Establish and maintain an effective communication process with all departments, in particular with Front Office, Housekeeping, Engineering, and Food & Beverage.
• Regular and or seasonal collaboration with Food and Beverage team to maintain a comprehensive knowledge of the menus, including ingredients, preparation methods, and potential allergens, to effectively answer customer inquiries and provide recommendations.
• Respond to all incoming calls complying with the telephone standards, answer inquiries, or transfer them to the relevant departments if needed.
• Respond to all emails in the general inbox in a timely and professional manner.
• Follow LQA standards, and Forbes standards when interacting with guests.
• Responsible for all talent management initiatives including training, recruitment, interviews, scheduling, coaching, counseling, performance reviews, and motivating all Royal Service & Reservations team members. Support team to reach common goals
• Other tasks as assigned

Your experience and skills include:

• Excellent work organization – ability to problem solve and respond to changing conditions or unexpected events with grace.
• Positive, outgoing and professional attitude with a passion for service.
• 2-year leadership experience in guest relations, reservations or front office is required.
• Experience in a Forbes five-star hotel is a plus.
• https://careers.accor.com/global/en/job/royal-services-and-reservations-manager-in-fairmont-century-plaza-los-angeles-united-states-jid-80966