Royal Service & Reservations Manager

Fairmont Breakers is a beloved feature of the Long Beach skyline, a historic landmark with a character and soul of its own. Originally opened in the roaring twenties as a lavish hotel on the waterfront, Breakers was a sought-after destination for world-famous stars. Following an extensive renovation, Fairmont Breakers returns as Long Beach’s only luxury hotel, restoring one of California’s most storied properties to its original grandeur. It offers 185 boutique rooms and suites; a rooftop pool and terrace; an open-air rooftop lounge with views of the Pacific; a blissful two-story spa, wellness and fitness center; dining venues and bars including a live jazz club; and 10,000 square feet of indoor and outdoor function space. Whether exploring the comforts of elevated coastal Italian cuisine in Nettuno or dining among the stars with champagne and caviar in Sky Room, Fairmont Breakers aims to delight all of your senses with artful surroundings and innovative offerings from our culinary team.

• Consistently offer professional, friendly and engaging service.
• 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
• Create and implement SOP’s to improve the 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.
• Monitor teams in/out times to ensure colleagues go on their meal break at the appropriate hour to avoid meal break penalties or unapproved overtime.
• Have a complete knowledge of the hotel’s emergency procedures.
• 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 the 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.
• Take In-Room Dining orders for guests and enter accurately in the POS Silverware system in a timely manner.
• 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.
• Monitor and respond to guest text messages within the Hotel standard time frame (3mins).
• Control all phone calls made through switchboard and ensure they are business related.
• Develop and maintain a process for offering wakeup call services and actioning them as per standards.
• Ensure all radio communication is of business nature as per radio standards.
• Use the standard verbiage and coding system in order to maximize radio communication efficiently.
• Ensure the radios are in good working order 24/7 and report any problems to the Security Officer on duty.
• Ensure that guest attention is the utmost priority during moments of engagement.
• Demonstrate the Fairmont Brand Standards at all times by actively engaging our guests.
• Consistently follow the service essentials for front office while performing your duties and ensuring guest satisfaction.
• Ensure the team is able to explain in great detail when conveying information on all services and activities that Fairmont Breakers has to offer.
• Ensure guest preferences are highlighted to all concerned in order to offer seamless service.
• Exceed customer expectations at all times and turn moments into special memories for our guests.
• Ensure team members always arrive on time, in proper uniform, mentally and physically prepared, and following Hotel’s grooming standards for their scheduled shift.
• Follow all FH&R, LQA standards, and Forbes standards when interacting with guests.
• Conduct audits to ensure all standards are met.
• Actively seek duties and tasks during slow periods to maximize efficiency.
• Ensure the working environment is free of safety hazards and hindrances to avoid any accidents at work.
• Report all accidents and injuries, regardless of severity, to the Security Department.
• May be asked to work a flexible schedule with various shifts including mornings, evenings, weekends, and holidays.
• Support environmental initiatives at all times.
• Listen and respond appropriately to employee concerns and questions, and address issues as they arise.
• Define expectations, provide feedback, holding team accountable and showing appreciation.
• Balance operational, administrative and employee needs
• Facilitate an efficient process as per hotel standards for in-room dining order taking, and communicating any issues arising with the food and beverage department.
• Set-up proper billing according to accounting policies, and answer relatively basic finance inquiries, including emailing an invoice after a guest stay.
• Facilitate an efficient process for guest room requests and the timely dispatch of such requests, including housekeeping and engineering.
• Process onsite reservation requests, rooming lists, changes, and cancellations received by phone, fax, mail, or email.
• Manage and coordinate all group and individual reservations
• Build and maintain group blocks
• Process payment and review for all commissions from Travel agencies and OTAs
• Maintain close liaison with the Sales, Conference, Revenue, and Finance teams
• Build appropriate packages and promotions in the systems
• Produce daily, weekly, monthly and quarterly reports as required
• Review all Group Resumes
• Attend pre-convention meetings and revenue management meetings as required
• Maximize revenues by ensuring all Agents are knowledgeable in room product and hotel services
• Respond to challenges and obstacles with confidence, teamwork results orientation and positive attitude
• Manage payroll for the department. Run weekly and bi-weekly reports. Agents to sign off on pay discrepancy
• Answer any questions that the Global Reservations Center (GRC) or Reservations Agents may have.
• 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
• Regular and predictable attendance is essential to the successful performance of this position.  Irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Other tasks as assigned.

• 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 required.
• Previous PMS experience required, preferably Opera Cloud.
• Computer literacy in Microsoft Office applications required.
• University/College degree in a related discipline an asset.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively with fellow colleagues as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Previous experience in a luxury hotel environment an asset
• Outstanding guest services skills, professional presentation and sophisticated communication skills.

• Able to give clear and concise information when communicating to guests, as well as demonstrating empathy & responsiveness when addressing issues and concerns.
• Has superior organization skills

• Must be able to work independently.
• Outgoing personality, comfortable approaching new people
• Effectively prioritize and execute tasks, demands and timelines
• Critical thinker and problem solver

What is in it for you:

• Salary Range: USD $73,000 - $83,000 annually
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH

Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.

We provide an environment of trust, respect, and integrity.  A home away from home.  Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.