Groups Reservations Agent

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About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. We know that to offer our guests the best, we first need to offer our employees the best. That is 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 included 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 and Empowerment: 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 responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Position scope:
The Groups Agent will be responsible for managing all aspects of group reservations, ensuring a seamless
process from initial inquiry through to departure, while exceeding the expectations of group guests. The Groups Agent is an ambassador for our hotel and for our Brand, where the engaging and anticipative service you provide over the telephone and email will make our guests feel valued and reflect the exceptional hotel experience to come. The role involves effectively coordinating with various hotel departments to ensure that
group guests receive exceptional service and that all group booking processes are accurately followed.

Responsibilities:
• Responsible for managing and booking group reservations for the hotel, including accurately processing
group inquiries, bookings, and ensuring guest needs are met.
• Issuing group contracts, pro-forma invoices, and following up on payment deadlines.
• Ensuring that all group-related details, including special requests and requirements, are communicated
to the relevant departments (e.g., Front Office, Housekeeping, F&B).
• Organize and update group spreadsheets and share status reports with relevant stakeholders.
• Manage group room blocks, including monitoring pick-up, releasing unused rooms, and following up
with clients on tentative bookings and inquiry statuses.
• Create and update individual guest reservations within the group, ensuring accurate details are
reflected in the hotel’s operating systems.
• Respond to group inquiries via telephone, email, or other communication channels, providing detailed
and accurate information about hotel products and services.
• Provide clients with detailed information regarding group terms, conditions, and requirements.
• Ensure a high level of customer service and client satisfaction by responding to any concerns or special
requests related to group bookings.
• Follow up on group deposits in accordance with hotel payment policies and terms and conditions.
• Ensure all payments are communicated to the accounts department and Front Office ahead of group
arrivals.
• Assist in managing group billing and ensure accurate final group invoices are provided to the client at
departure.
• Work closely with all relevant departments (Front Office, Housekeeping, F&B) to ensure smooth
operations during group stays.
• Prepare and distribute Group and Party Sheets to departments with all necessary details.
• Maintain an up-to-date understanding of group booking policies and procedures, including cut-off dates,
blocking, and booking terms.

• Ensure that all bookings and guest communications are in line with hotel standards and company
policies.
• Ensure all group-related documentation is completed in a timely manner and stored accurately.
• Assist with managing group-related requests, including activity requirements or special arrangements.
• Responsible for accommodation booking for Cape Grace, A Fairmont Managed Hotel.
• 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.
• 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.
• Complies with all LQA Standards as well as SOP’s for their role.
• Promotes and practices all organizational values of teamwork, mutual respect, integrity and
empowerment among all co-workers.
• Together with Front Office, ensure that group billing checks are conducted daily, whilst groups are in
house and accurate final group invoices are communicated to the client on departure.
• Attend PM/PQ meetings to clarify and discuss outstanding payments for group bookings as and when
required, ensuring that follow up and payment is received.
• Create and update all individual guest and party reservations. Drawing up of Party and Group Sheets
with detailed information pertaining to each department - communicating these documents with the
required notice prior to the group arrival. Ensuring that the hotel Operating system is updated with all
details and information relating to the group.
• Every Group quote to be analysed and a detailed qualification of each group enquiry in terms of client
requirements, needs analysis, benefit matching, competitor information, deciding factors, decision
timelines, negotiations required, incremental spend in F&B and Spa.
• To be detail focussed in the performance of all tasks relating to the reservations process i.e. accurate
bookings and guest confirmations
• Acts in accordance with the standards, conforms to the policies and procedures.
• Possesses full command of Opera and other Microsoft applications (necessary training will be
provided).
• 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.
• Adhere to and promote the company’s Health & Safety policies and procedures.
• Provide ongoing support to the Assistant Reservations Manager and Reservations & Revenue Manager
with administrative tasks as required.
• Perform other duties as and when required.
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 Individual and Group Reservations as/when necessary, with enquiry turnaround, call handling as
well as shifts during low staffing periods.
Learning and Growth: Motivated and Prepared Workforce
• Assists with departmental training in collaboration with the Assistant Reservations Manager /
Reservations and Revenue Manager as and when required.
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.

SKILLS, EDUCATION, and QUALIFICATION REQUIREMENTS
• Grade 12 or equivalent
• A Hospitality Management qualification is a strong recommendation.
• Previous Experience in Group Reservations required.
• Proficiency in English (Verbal, Written, Reading)
• Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and
suppliers.
• Demonstrated experience using:
o Opera Property Management System
o Microsoft Office Suite to at least Intermediate level
o Previous experience on TARS would be advantageous.
• Above average Numerical skills
• Above average ability to communicate at all levels of the organization.

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.