Lead Reservations Agent (Temporary Vacancy)
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Lead Reservations Agent (Temporary Vacancy)

The Fairmont Empress

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Lead Reservations Agent (Temporary Vacancy)

About the job

 

 

 

Lead Reservation AgentAt Fairmont Hotels & Resorts, all guest service has the potential to create a lasting memory when it is delivered with warmth and sincerity. Be an ambassador for our brand as a Reservation Agent, where the engaging and anticipative service you provide over the telephone will make our guests feel valued and reflect the exceptional hotel experience to come.

 

Hotel Overview: 

Regarded as a Condé Nast Readers’ Choice and Gold List hotel, and honoured with the Travel Leisure distinction as a top Canadian hotel, the Fairmont Empress graces Victoria’s sparkling Inner Harbour with an iconic presence. This luxury hotel in Victoria, British Columbia, offers 464 beautifully appointed guest rooms and suites, and expansive meeting and wedding space adjacent to the Victoria Conference Centre. Located on the picturesque West Coast of Canada, this is the ideal location to explore all the natural beauty of Vancouver Island.

 

Built in 1908, Fairmont Empress recently underwent a $60M complete restoration, resulting in the addition of a new restaurant and bar, Q at the Empress. In addition, the hotel now boats 464 fully restored guest rooms and suites, Lobby Lounge, reception lobby, function space, Willow Stream Spa, fitness center, and swimming pool.

 

Summary of Responsibilities:

Reporting to the Reservations & Royal Service Manager, responsibilities and essential job functions include but are not limited to the following: 

 

RESPONSIBILITIES

  • To be competent in all tasks undertaken by the Room Reservation and group reservations Agents
  • Ensure that the Reservations Daily Check List is completed
  • Knowledge of all telephone systems, Food & Beverage venues, services and reservations systems.
  • Ensure the accuracy of reservation related details for all groups
  • Liaise with Accounting on Travel Agents’ commissions
  • Updating technology systems including Sellweb, Royal Service Manager, MFR, PMS and Mitel
  • Updating rate code as necessary
  • Answer telephone and email inquiries in a timely manner
  • Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
  • Liaise with Revenue Management daily to ensure rate integrity and hotel inventory is accurate and balanced
  • Review arrival reports and VIPS's to ensure all special requirements are met
  • Oversee daily administrative tasks such as amenity orders, welcome cards and reports
  • Respond to all reservation requests and incoming calls in a courteous, efficient, professional and friendly manner in adherence to Fairmont Hotels & Resorts standards.
  • Responsible for changes, cancellations, billing, upgrading, etc for all guests
  • Working directly with all clients to handle any additions/cancellations/changes
  • On site champion/liaison for the Global Center Reservation to ensure accuracy and good communication between the hotel and GRC
  • Follow departmental policies, procedures and service standards
  • Other duties as assigned
 

Qualifications:

 

  • Minimum 2 years’ experience in a Front Office/Reservation supervisory or equivalent with demonstrated strong supervisory and leadership skills
  • Minimum typing speed of 55 wpm
  • Proven ability to handle multiple priorities and meet deadlines in a fast paced environment
  • Minimum 1 year experience using My Reservation System and Lanyon system
  • Must be proficient in Property Manager or similar platform and Microsoft Office (Word, Outlook, Excel)
  • Excellent verbal and written communication skills
  • Demonstrated ability to provide excellent service and exceed guests' expectations
  • Ability to work well individually and as a part of a team with minimal supervision
  • Possess strong organizational skills and make decisions in a personable and confident manner
  • Demonstrated detail orientation with numerical aptitude
  • Previous supervisory experience is an asset
  • Must be flexible and willing to work a variety of shifts

Physical Aspects of Position (include but are not limited to): 

  • Frequent sitting throughout shift
  • Occasional kneeling, pushing, pulling, lifting, walking and standing
  • Occasional ascending or descending ladders, stairs and ramps  

Visa Requirements: Must be legally eligible to work in Canada

APPLY TODAY: Whether you’re launching your career or seeking meaningful employment, we invite you to visit http://www.fairmontcareers.com/ to learn more about Fairmont Hotels & Resorts—and the extraordinary opportunities that exist!

ABOUT FAIRMONT HOTELS & RESORTS At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you'll find exceptional work opportunities—throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific—as well as industry-leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork, Accountability and Excellence; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

 

 

 

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Lead Reservations Agent (Temporary Vacancy)

Downtown, Victoria, Canada

Full-time, Indefinite

Start Date:

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