Reservations Manager

AccorHotel•San Diego, CA

1d•Onsite

About The Position

We invite you to join the world of luxury hospitality at Fairmont Grand Del Mar, as our new Reservations Manager. Reporting to the Director of Revenue Management, responsibilities and essential job functions include, but are not limited to the following: Responsible for entire pre-arrival Guest Journey, Establish and maintain effective communication processes with all hotel departments, Responsible for day-to-day operations of the department and ensures adequate coverage for all aspects of the reservations function, Maintain and develop departmental standards to achieve and maintain a 5-star/5-diamond Reservations Department, Supervises, schedules, trains, coaches and counsels’ colleagues of department, Acts as main liaison between the Global Reservations Center and the Fairmont Grand Del Mar, Assist with taking incoming reservation calls as deemed necessary by call volume, Helps Executive Offices, Guest Experience team and Sales Office with VIP/High level reservations, Ensures proper implantation of, and maintains LQA and FORBES standards, Reviews arrival reports and VIPs to ensure all special requirements are met or exceeded, Updates and maintains all department standards and procedures and modifies them according to business needs and trends, Effectively maximizes inventory levels during high occupancy/sold out nights, Process weekly Travel Agency commissions and be the primary contact for any outstanding commissions, Reconcile and process monthly Booking.com commissions, Monitor hotel detailed availability, balancing inventory proactively to eliminate and minimize oversell in room categories, Prepares monthly reservations agent productivity report including call conversion, revenue booking performance, outbound call revenue report by each individual, Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of colleague empowerment, Monitors and provides feedback on weekly/monthly labor expenses, Assist Director of Revenue Management with maintaining all rate codes in the Property Management system (Opera) to ensure rate accuracy and availability for bookings, Ensures all reservations, including internal requests, GDS, Wholesalers, OTAs are entered into Opera in a manner that meets established standards, Maintains and updates the various InTouch templates to ensure accuracy of information provided to our incoming guests, Work closely with Group Housing Manager as it relates to Group reservations (when needed), Attend Group pre-cons in the absence of the Group Housing Manager, Responsible for performance management including one on one coach, counsel sessions and maintaining performance logs, Conduct yearly performance reviews and complete in timely manner, Assist with responsibilities during the absence of Director of Revenue Management, Other duties as assigned by the Director of Revenue Management.

Requirements

Passion for guest service
Excellent written and verbal communication, interpersonal and leadership skills
Highly organized, results-oriented with the ability to be flexible and work well under pressure
Minimum of 3 years previous proven department head experience in Front Office/Reservations Operations of a luxury resort
Must have the ability to handle a multitude of tasks and guest requests
Knowledge of Opera Property Management System an asset
Strong guest service orientation and training skills background required
Ability to work independently and prioritize responsibilities
Experience with a Hotel loyalty program an asset
Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
Move, lift, carry, push, pull, and place objects weighing less than or equal to 15 pounds without assistance
Stand, sit, or walk for an extended period of time
Perform other reasonable job duties as requested
Hospitality industry experience preferred
Applicants must be legally eligible to work the United States.

Nice To Haves

Knowledge of Opera Property Management System an asset
Experience with a Hotel loyalty program an asset

Responsibilities

Responsible for entire pre-arrival Guest Journey
Establish and maintain effective communication processes with all hotel departments
Responsible for day-to-day operations of the department and ensures adequate coverage for all aspects of the reservations function
Maintain and develop departmental standards to achieve and maintain a 5-star/5-diamond Reservations Department
Supervises, schedules, trains, coaches and counsels’ colleagues of department
Acts as main liaison between the Global Reservations Center and the Fairmont Grand Del Mar
Assist with taking incoming reservation calls as deemed necessary by call volume
Helps Executive Offices, Guest Experience team and Sales Office with VIP/High level reservations
Ensures proper implantation of, and maintains LQA and FORBES standards
Reviews arrival reports and VIPs to ensure all special requirements are met or exceeded
Updates and maintains all department standards and procedures and modifies them according to business needs and trends
Effectively maximizes inventory levels during high occupancy/sold out nights
Process weekly Travel Agency commissions and be the primary contact for any outstanding commissions
Reconcile and process monthly Booking.com commissions
Monitor hotel detailed availability, balancing inventory proactively to eliminate and minimize oversell in room categories
Prepares monthly reservations agent productivity report including call conversion, revenue booking performance, outbound call revenue report by each individual
Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of colleague empowerment
Monitors and provides feedback on weekly/monthly labor expenses
Assist Director of Revenue Management with maintaining all rate codes in the Property Management system (Opera) to ensure rate accuracy and availability for bookings
Ensures all reservations, including internal requests, GDS, Wholesalers, OTAs are entered into Opera in a manner that meets established standards
Maintains and updates the various InTouch templates to ensure accuracy of information provided to our incoming guests
Work closely with Group Housing Manager as it relates to Group reservations (when needed)
Attend Group pre-cons in the absence of the Group Housing Manager
Responsible for performance management including one on one coach, counsel sessions and maintaining performance logs
Conduct yearly performance reviews and complete in timely manner
Assist with responsibilities during the absence of Director of Revenue Management
Other duties as assigned by the Director of Revenue Management

Benefits

Complimentary upgrades
Extended stays
Discounted stays across Fairmont & Raffles properties
Special dining and wellness discounts
Complimentary Meals: Enjoy hot meals during your shift in our staff cafeteria
Complimentary on-site parking
Hotel Discounts: Employee travel program with discounts on room rates at Fairmont & Accor properties world-wide.
Food, Spa, and Resort Discounts: Employee program with discounts on restaurants, bars and spa services at Fairmont & Accor properties world-wide.
Career Growth Around the World: Opportunity to develop your talent and grow within Fairmont Grand Del Mar and over 5,700 properties with Accor.
Training & Development: Learning programs through our Academies designed to sharpen your skills
Social Responsibility: Ability to make a difference through our Corporate Social Responsibility activities
Recognition & Rewards: Employees are recognized for outstanding performance through appreciation programs, awards, and exclusive travel and lifestyle perks.
Meaningful Work: Create memorable experiences for guests while making a positive impact through exceptional hospitality and service.
Medical, dental, and vision insurance (effective the first of the month following 30 days of employment)
Eligible single Full-Time employees can enroll in a $0 premium health plan
Life and disability insurance
Paid Holidays
Vacation and sick leave
401(k) retirement plan with matching program
Employee Assistance Program (EAP)