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Reservation Manager


Luxury & Lifestyle

Company Description

Fairmont Hotels & Resorts is where the intimate equally coexists with the infinite – an unrivaled portfolio of more than 90 extraordinary hotels where grand moments of life, heartfelt pleasures and personal milestones are celebrated and remembered long after any visit. Since 1907, Fairmont has created magnificent, meaningful and unforgettable hotels, rich with character and deeply connected to the history, culture and community of its destinations – places such as The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai. Famous for its engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges, Fairmont also takes great pride in its pioneering approach to hospitality and leadership in sustainability and responsible tourism practices. Fairmont is part of Accor, a world leading hospitality group counting over 5,400 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless – a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences.   

Job Description

  • To manage the reservations operations, ensuring the hotel standards and procedures are fully known and followed.
  • To ensure a proper teamwork and supervise the reservation and telephone operator section at all times.
  • To ensure the all incoming and out going room reservation request are attended and handled as per the hotel standards and procedures.
  • To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and to increase revenue.
  • To recognize potential clients and to transmit information to the sales Department
  • To recognize VIP guests and to apply the concerned policies.
  • To maintain a good commercial relationship with all the bookers: Guest/companies/Agencies.
  • To promote the Accor loyalty programs and the hotel promotions.
  • To ensure the privacy of the guests and the confidentiality of the information is respected.
  • To act as representative of the Management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own
  • To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recoding it.
  • To be fully aware of and to report all guest comments or complaints.
  • To ensure the Guest History records are accurately maintained and all recurring guest are pre-registered.
  • To ensure a perfect knowledge of the hotel configuration and products among the team members.
  • To ensure the achievement of Quality tools and yield Management performance with the reservation team.
  • To implement and control the Focus and other financial and audit procedures.
  • To offer assistance at any time in the operation and monitor, highlight and suggest improvements on any dysfunction.
  • To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
  • To implement and follow up daily check lists.
  • To assist in securing external guest accommodation should an overbooking occur
  • To provide updated reports and statistics to the management and other departments.
  • Update availability and rates charts on TARS and other booking systems /channels.


  • Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
  • Proven experience in reservations management within the Luxury hospitality.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with guests and team members.
  • Strong organizational abilities and attention to detail, with the capacity to prioritize tasks and multitask in a fast-paced environment.
  • Proficiency in reservation management software and familiarity with point-of-sale systems is advantageous.
  • Ability to remain calm and composed under pressure, with demonstrated problem-solving skills

Additional Information

Our commitment to Diversity & Inclusion:

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

Diversidade & Inclusão para a Accor significa acolher cada um e respeitar suas diferenças, priorizando apenas qualidades e habilidades na ampliação de oportunidades de emprego e desenvolvimento. Nossa ambição é proporcionar emprego com propósito, e uma cultura acolhedora, excelentes condições de trabalho e promover o desenvolvimento de todas as pessoas, incluindo as pessoas com deficiência. Não hesite em nos informar de quaisquer necessidades específicas que possa ter para que possamos levá-las em consideração.


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