Reservations Manager

For more than a century, Hamilton Princess & Beach Club is Bermuda's only luxury urban resort. Our world-class accommodations, internationally revered modern art collection, celebrated restaurants, spa, and more, are why we appeal to Bermuda’s luxury travelers, as well as our magical team of colleagues.

Here at the iconic “Pink Palace” we embrace the spirit of being unique, passionate, pleasant, while keen on turning moments into memories for our guests – the Fairmont way. 

As a member of our Princess Team, all Heartists are valued and recognized, the same as our guests and local communities. Consider joining us, if you enjoy:

• Connecting guests to the extraordinary place we call home
• Discovering a broad offering of career paths
• Learning and thriving among a group of international hospitality professionals
• Being passionate about people and attentive to the world - we are globetrotters!
• Going beyond the walls of our hotel to support our community
• Taking pride in our differences

Then this could be THE perfect opportunity for you, and we cannot wait to welcome you.

#WeAreHamiltonPrincess

Summary of Responsibilities:

• Position Overview
• This role ensures exceptional guest service standards while driving revenue, conversion, and channel optimization across all reservation touchpoints. The reservations manager will collaborate closely with Revenue Management, Sales, Marketing, and Operations to align reservation performance with brand promise and commercial objectives.

• Key Responsibilities
• Lead property-level reservations team to deliver guest engagement and sales performance
• Champion a culture of service excellence, personalization, and brand storytelling across all guest interactions
• Oversee daily operations of reservation office, including staffing, training, reservation quality assurance, and performance metrics
• Ensure data accuracy across reservations (reservation details, billing, comments, alerts etc…) and across various reports.
• Ensure consistent service delivery across voice, email, and third-party channels (OTAs)
• Monitor 90 days house and room type inventory and ensure strategic inventory management is carried out by reservation team.
• Implement and monitor SOPs to maintain brand integrity and operational efficiency
• Partner with Revenue Management to optimize conversion, ADR, upsell, and cross-sell performance
• Support promotional strategies, packages, and seasonal campaigns through reservations execution
• Oversee reservations technology platforms (CRS, Opera Cloud, OTA extranets) and ensure seamless system integration
• Leverage guest data to support personalization and loyalty engagement
• Recruit, train, and mentor members of the reservation team
• Promote luxury-focused training emphasizing on emotional intelligence, sales finesse, and brand voice
• Ensure reservations teams deliver anticipatory service reflective of Fairmont luxury standards
• Act as a brand ambassador, ensuring every interaction reinforces the company’s service philosophy
• Monitor guest feedback and collaborate with operations to address service gaps

• Qualifications & Experience
• 3+ years of progressive experience in hotel reservations or operations within a luxury hospitality environment
• Strong understanding of luxury guest expectations and personalized service delivery
• Expertise in CRS, PMS, Opera Cloud, Microsoft Window
• Analytical mindset with the ability to translate data into actionable strategies
• Exceptional communication, leadership, and stakeholder management skills
• Highly responsible, reliable, accurate.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively as part of a team.

• Core Competencies
• Luxury service excellence
• Commercial acumen
• Strategic thinking
• Change management
• Team leadership and development
• Guest-centric mindset
• Possess a working knowledge of the brands guest loyalty program and how it applies to group customers 
• Strict adherence to all Health & Safety training, guidelines and work practices previous, during and following an epidemic (whether local or global) that are established by Accor, local government, international bodies including the World Health Organization (WHO) and Center for disease control (CDC).
• Perform any other duties, tasks, and assignments within your department as required.