Royal Services and Reservations Manager

At Fairmont, our passion is to connect our guests to the very best of our destinations. From the beaches of Hawaii to the deserts of the United Arab Emirates to the heart of London, our hotels offer guests extraordinary places, created by combining unique architecture, expressive decor and artistry, and magnificent features. Add engaging service, and the result is an unforgettable guest experience.

Manager, Royal Service & Reservations 

The Royal Service & Reservations department is the communication hub of the hotel. The expectations of this role are to offer a friendly, timely, uncomplicated service-oriented response to any request. We are committed to problem solving, ownership, guest satisfaction and teamwork and live to our mission of turning moments into special memories for our guests. As a department, Royal Service has the knowledge and tools to answer 90% of all calls and requests without transferring calls. Your knowledge of the hotel and the technical skills you display when responding to Guest telephone calls and Managing the Royal Service & Reservations Team, will prove you truly are a Fairmont professional. In your role, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.

What you'll be doing: 

• 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
• Support the Front Office, Fairmont Gold, Guest Services and Housekeeping departments when it’s needed.
• Accor Live Limitless champion for the hotel.
• Create and implement SOP’s to improve 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.
• 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 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.
• 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.
• Follow LQA standards, and Forbes standards when interacting with guests.
• 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
• Other tasks as assigned

Your experience and skills include:

• 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, reservations or front office is required.
• Experience in a Forbes five-star hotel is a plus.
• Knowledge about Accor Live Limitless loyalty program is a plus.
• Previous PMS experience required, preferably Opera Cloud.
• Previous experience in a luxury hotel environment an asset
• Computer literacy in Microsoft Office applications required.
• University/College degree in a related discipline an asset.
• 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.
• 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: $80,000 - $90,000 USD
• 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
• Competitive Health Benefit Package within 30 days of employment
• 401(k)/Roth IRA Eligibility after 60 days of employment 
• Cell Phone Usage Reimbursement

Your team and working environment:

What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House,” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. 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.

Visa Requirements:  Must provide proof of eligibility to be employed in the United States of America.

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.

Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS