Reservations – INSPIRE Participant

For over 91 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun.

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Note: Must already be legally entitled to work in Canada to be considered for the position

Do you enjoy helping others and building emotional connections to make people feel special and welcomed? If so, then we want YOU to be part of our Fairmont Royal York family.

Every day you will be responsible for engaging with our internal colleagues. You will create the essential Toronto experience at the hotel that has been a Canadian icon for over 91 years.  You will be given the responsibility to ensure that our colleagues feel WELCOMED, CARED FOR and INCREDIBLE. Being part of the Fairmont Royal York family is more than providing warm and consistent service. As an ambassador of Fairmont Royal York, you will take the initiatives necessary to turn moments into memories by taking the time to understand our internal guests’ purposes: why are they proud to work at Fairmont Royal York, what motivates them and what their preferences and passions are? Making our internal guests feel heard and cared for creates an emotional connection to our brand while build loyalty for our valued guests.

These emotional connections are not just for guests. As part of the Fairmont Royal York family, you will be tasked with creating impactful relationships with your colleagues.

As an Emerging Leader, you will lead yourself through positive orientation, self-development, self-management and problem solving. You will lead others through leading by example, engaging with the teams, developing others and communicating effectively. You will lead the business through being guest-focused and aware of the business and identifying areas of improvement.

If creating these lasting relationships and experiences excites you, read more about how your role supports our vision of continuing to create the essential Toronto experience!

Specific Roles and Responsibilities That Create the Essential Toronto Experience:

Our Inspire program offers an opportunity to be part of Fairmont Royal York’s Reservation department in a supervisor position for a period of 18 months. This is a fantastic opportunity to learn and grow your careers in one of Canada’s most iconic hotels. Be a part of a strategic reservation team that is focused on driving successful business results.   This individual will be responsible for the administration of many functions in a fast-paced reservations office.  Additionally, they will support and learn all functions within the department. You will achieve this through a series of three, six-month rotations.  This will help you gain unparalleled experience to equip you for a bright future in Reservations upon completion of the program.

What you will be doing:

Over your 18-month rotation, you will be exposed to the multiple facets of the reservations department learning transient, FIT, BT, and group processes. You will gain knowledge on strategic revenue decision making to be able to understand a greater breadth of hotel booking decisions, rate generations, and restrictions. Key responsibilities over your INSPIRE journey include but are not limited to:

• Respond to all reservation requests and incoming calls in a courteous, efficient, professional and friendly manner in adherence to Fairmont Hotels & Resorts standards
• Assist in leading and managing all aspects of the Reservations department and ensure all service standards are followed
• Assist in manage and coordinating all group, and individual reservations
• Responsible for making room reservations for the Leisure/Group/Tour & FIT (Free Independent Traveler) segments as assigned within the department.
• Respond to all faxed reservation requests in a courteous, efficient, professional and friendly manner
• Maintaining and responding to all requests received in the Reservations email address
• Convert reservation sales calls to actual bookings
• Maintain good working relationships with Global Reservations Centre, Travel Agents and external /internal Guests
• Liaise with Front Office Tour Agent to ensure arrival preparations are completed as appropriate.
• Assume responsibility for reservation duties as assigned
• Complete office administrative duties where required (filing, internal/external mailing, re-stocking of office equipment etc)
• FIT Reservations Processing & Maintenance
• Liase with Tour & Travel Sales Team, and with Tour Distribution & Services
• Client contact for groups initiated through Sales and Event Services
• Ensure the accuracy of reservation-related details for all groups
• Oversee the flow of reservations for assigned groups in a timely manner
• Monitor and maintain blocks in Property Manager, CRS, Opera Sales and Catering and Passkey at all times
• Create Passkey events and links, process rooming lists through Passkey
• Communicate details pertaining to groups for GRC through CRS Notes
• Liaise with Credit department for final reports including earned comps, deposits, commissions and credits for groups
• Attend pre-conference meetings, resume review meetings, group review meetings and departmental meetings as well as client related meetings as required
• Participate as an effective team member of the Reservations team
• Analyze competitive set pricing and yield strategies, gaining the ability to predict the comp set reaction to changes in the marketplace.
• Thorough analysis of function space usage, propose strategies to maximize utilization.
• Ensure daily communication between Reservations and Front Office regarding inventory, short-term sell strategies, Group/Convention arrivals, sell out strategies.
• Stay current with industry trends and how they may impact demand
• In collaboration with Sales & Conference Services, ensure contracted meeting spaces are properly inputted into S&C.
• Retrieve/prepare daily Revenue Management reports.
• All other duties as assigned

• Post-Secondary Education in either a Hospitality Program, Business Program or Revenue Management program
• Strategic thinking with a proven ability to mobilize theory into action
• Detail oriented, and extremely accurate in data entry skills
• Excellent communications, problem solving and interpersonal skills
• Previous Opera reservations experience preferred
• Previous customer related experience required
• Familiarity with Microsoft Office applications and web-based software
• Strong typing skills – 40+ WPM
• Highly responsible and reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively as part of team
• Ability to work independently with minimal supervision
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Highly organized with the ability to manage multiple projects under time constraint

Here is what we have to offer:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• 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
• Access to our comprehensive benefits package, including extended health, dental, vision benefits; life and disability insurance; pension with company match; and Registered Retirement Savings Program (RRSP) and a Tax Free Savings Account (TFSA)
• Complimentary dry cleaning of business attire and shift meals
• Paid time off including vacation, sick and statutory holidays