Job Description

Company Description
Centrally located in downtown Calgary, Fairmont Palliser is the city\xe2\x80\x99s premier, landmark hotel. With 407 elegantly appointed guest rooms, Fairmont Palliser is truly the place to be. Join us in delivering the iconic Calgary experience.


This position will oversee all aspects of Royal Service (hotel switchboard), Reservations and our ALL (Accor Live Limitless) loyalty program which includes concierge services. This chosen candidate will report directly to the Director, Front Office with a supporting line to the Director of Revenue Management and assists with the optimization of the Revenue Strategy of the hotel by ensuring a quality reservation service to all customers and a close assistance on revenue management strategies\xe2\x80\x99 application. The Reservations and Royal Service Manager\xe2\x80\x99 primary responsibility will be to oversee the day to day business of Royal Service , Reservations and the ALL Loyalty services to assure a personalized, luxury service for all guests.
This role will establish and reinforce a high level of cooperation between Revenue and Reservation teams and among other departments. The position will also oversee all aspects of our hotel telephone switchboard Royal Service as the service hub for all incoming and internal calls. The Reservations and Royal Service Manager will be leading the ALL Loyalty Supervisor in their special care for our loyalty members and their related concierge services. Reporting to the Director, Front Office, responsibilities and essential job functions include but are not limited to the following:

• Oversee and manage the Reservations Department, Royal Service and ALL Loyalty team.
• Ensure processes of confirming guest reservations made by / for clients over phone, personally, internet or e-mail are operating at the highest efficiency.
• Check that all operational procedures (invoicing of cancellations etc.), related to other departments are carried out within the deadlines to ensure optimal customer service and set the daily and weekly routines, develop the effectiveness of the team and prioritize tasks.
• Ensure an excellent quality of service is provided to the customers within the procedure time-frame.
• Provide a support service for the daily delivery of \xe2\x80\x9cALL\xe2\x80\x9d Loyalty-program and \xe2\x80\x98Welcome -program\xe2\x80\x99.
• Responsible for management of blocks / groups and making sure they are up-to-date.
• Compile, analyze and present data for the strategic plan, weekly and monthly reporting, annual goals, forecasts and other reports as required
• Ensure daily communication between Reservations and Front Office regarding inventory, short-term sell strategies, Group/Convention arrivals, sell out strategies
• Follow and deliver all Leading Quality Assurance (LQA) Standards for all positions reporting to the RRM.
• Coordinates with Front Office, Fairmont Gold, Housekeeping and In Room Dining to ensure room preferences are honoured so that arrival, stay and departure experience are seamless
• Assists ALL guests with preparation of activity itineraries and ground transportation when applicable
• Flexibility to support as Manager on Duty as required

Qualifications

• Strong listening and communication skills in order to motivate and lead
• Abilities to work in a fast-pace environment
• Analytical skills
• Organizational skills
• Team player
• Flexible
• Customer-oriented
• Detail-oriented

TECHNICAL SKILLS

• Opera PMS / ORS
• Excel with fluency in spread sheets
• All MS Office program
• TARS

Additional Information
What is in it for you:

• 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

Fairmont Palliser is committed to an employment equity program that includes special measures to achieve diversity among staff. Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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\xe2\x80\x99s 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