Director of Revenue & Reservations

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.   

• This position is responsible for managing the daily operations of the Reservations Department to ensure the delivery of consistent outstanding guest service
• To manage and monitor all revenue streams for rooms
• Effectively manage and be in control of all inventory (transient, group, wholesale and other), and pricing strategy in all distribution channels included branded web, 3rd party sites and the GDS
• Work closely with DOSM in the process of promotion implementation, pricing and contracting
• Ensure that all distribution channels are optimized
• Manage yielding via all B2B and B2C distribution channels
• Monitor comp set STR and OTA’s rates change
• Participate to Fairmont Hotels/Accor Revenue initiatives
• Play vital role during monthly forecasting
• Play vital role during yearly Budget Process
• Works closely with DOSM and sales department for streaming Revenues
• Manage the weekly Revenue meetings
• Monitor that SOP’s for Complimentary rooms are followed
• Coordinate with Rooms department upgrades, OOS, etc. during peak periods.
• Promote and measure up-sell revenue
• Select, train and evaluate the performance of all Reservations and Revenue Colleagues
• Conduct all performance reviews on time
• Create department and individual incentive programs
• Ensure all reservation colleague concerns are addressed on a timely manner
• Ensure daily tasks and checklists for all reservation colleagues are completed
• Provide leadership, motivation, training and support to the Reservations and Revenue Department
• Conduct monthly department meetings and weekly briefings
• Ensure all Reservation Agents are well trained and informed of all rates, promotions and corporate programs
• Maintain a close and effective working relationship with all supporting departments
• Conduct regular audits of CRS, GDS, OTAs, Third Party Sites, and Property Manager to ensure accuracy in rates, packages, promotions and availability
• Participate in weekly revenue management meetings and report preparation
• Scheduling of the reservations staff in accordance with business demands while adhering to the payroll budget
• Set a leadership example for the department in professionalism and striving to exceed guest expectations on a daily basis
• Problem solving and coaching staff in situations to ensure that guest expectations are exceeded
• Attend pre-convention meetings as required
• Ensure the Reservations department consistently meets and exceeds the set KPIs
• Ensure the Reservations office adheres to all health & safety standards

• Higher education (tourism and hotel management)
• Experience in the relevant position
• Opera PMS Software, Opera Sales & Catering / Opera Sales Force Automation, Property Manager Knowledge of Microsoft Windows computer programs:
• Excellent communication skills, both written and verbal required
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Must possess professional telephone etiquette and have an excellent command
• Strong team player who can work independently in a fast-paced environment
• Dynamic, willing to learn
• Have good sales and presentation skills
• Ability to manage multiple tasks at the same time
• Management experience would be an advantage.
• Strong analytical, organizational and creative thinking skills