Reservations Supervisor

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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

Job Scope:

To assist the Assistant Reservations Manager in the management of the reservations department to achieve targeted occupancies, ARR’s, RevPar’s and maximising revenue through effective yield management, consistent upselling to higher room categories and by promoting / cross selling other services throughout the hotel. 

Assuming all office management responsibilities, in the absence of the Assistant Reservations Manager. 

To maintain and ensure the highest standards of performance and service is achieved in all areas of Reservations to efficiently deal with all customer and guest requests.  

Assisting the Assistant Reservations Manager to ensure that all Reservations Team members are fully competent in all aspects of reservations and their tasks.  

Assisting with the overseeing of Groups and Function quotes being sent out by the Groups & FIT Agents and managing the F&B and Reservations agent in their daily tasks and duties.

 

Responsibilities 

Financial: Satisfied Shareholders 

• An ongoing awareness and understanding of Business on the Books information (occupancy, revenue, ADR, Revpar). 
• Ensure all FIT / Group quotes compiled are accurate and a conversion culture within the Reservations team is encouraged to secure business for Cape Grace. 
• Ensure competitor benchmarking statistics (STR statistics) are recorded regularly. 
• Manage and follow up on all deposit payments in line with the terms and conditions and attend weekly PM/PQ meetings to clarify and discuss outstanding payments for groups, functions and individuals. 

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.  
• Assist the Assistant Reservations Manager to ensure all Mystery Shopping and Leading Quality Assurance Reports achieve the required minimum standard of 85%. Provide the team with training and motivate them to reach this goal. 
• Assist with achieving monthly, quarterly and annual ALL Loyalty membership targets. 
• Be available to conduct site inspections and meeting guests, agents as/when required. 
• Assist with problem solving and complaint handling, ensuring that the guest’s satisfaction is priority, followed by the operator and the source agent. 

Processes: Effective Processes 

• Assist the Assistant Reservations Manager to create and maintain department Standard Operating Procedures and devise benchmark to be adhered to. 
• Ensure that all administrative requirements set by the department are adhered to 
• Manage workload fairly, ensuring that our turnaround time is adhered to. 
• Assist the Assistant Reservations Manager to ensure that inventory is accurately and responsibly managed to produce the highest yield and manage overbooking situations. 
• Assist with identifying and implementing new systems and procedures which will further enhance the reservation process and productivity of the department. 
• Ensure accuracy and attention to detail in all reservations, guest correspondence and systems within the reservations and functions department. 
• Ensure all guest communication channels are managed effectively and according to Cape Grace standards (i.e. Emails, telephones, face to face). 
• Manage and support enquiry turnaround, call handling, etc. as/when required. 
• Assist Individual and Group Reservations as/when necessary.  

Processes: Team Management 

• Managing the monthly payroll roster to ensure team members are updating timesheets accurately and correctly and assisting the Assistant Reservations Manager to complete payroll timeously each month. 
• Track all group quotes, ensuring that all group quotes are 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. 
• Track the production quotes, ensuring that the quality of the enquiry is validated and the correct rate is issued and that rooms/rates are issued in accordance with the agreed budgets for the segment. 
• Assist the Assistant Reservations Manager with conducting regular status meetings with individual team members to discuss challenges and ideas. 

Learning and Growth: Motivated and Prepared Workforce 

• Coordinate departmental Induction programme to required standard and ensure all departmental trainees receive the required training in the department. 
• Nurture and develop individuals to their full potential through training and development in conjunction with Reservations Management Team. 

General Knowledge and Responsibilities   

• Foster a thorough knowledge of the hotel and all services provided to the guest. 

• Grade 12 or equivalent, 
• A Hospitality Management qualification, 
• 4-5 years’ experience in Reservations  
• Proficiency in English (Verbal, Written, Reading), 
• Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and suppliers. 
• Demonstrated experience using: 
• Opera Property Management System 
• Microsoft Office Suite to at least Intermediate level 
• Previous experience on TARS would be advantageous. 
• Dine plan experience would be advantageous 
• Revenue Software Systems 
• Siteminder or Similar Rate Channel Manager 
• Above average ability to communicate at all levels of the organisation, 
• Above average ability with problem solving 
• Previous customer service-related experience required. 
• Selfmotivated, with the ability to make effective decisions. 
• Demonstrates initiative, and the ability to work with minimal supervision. 
• Ability to maintain high service levels under pressure. 

Technical Skills 

• Sales and Negotiating skills 
• Yield Analysis and Revenue Optimization 

Competencies 

• Aligning Performance for Success;  
• Building a Successful Team 
• Coaching; 
• Sales and Negotiating skills 
• Working with People 
• Planning and Organising 
• Driving a team and Persevering (Flexibility and adaptability) 
• Quality & Service Orientation 
• Flexibility and adaptability 

Our commitment to Diversity & Inclusion:

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