Reservations and Royal Service Assistant Manager

Job Description
Your knowledge of the hotel and the technical skill you display when responding to guests’ communication will prove you truly are a Fairmont professional. As Assistant Royal Service & Reservations Manager, effective and engaging communication is the key when speaking to fellow Colleagues and Guests.
 
Consistently offers professional, engaging and friendly service
Ability to communicate intelligently and effectively in person and over the phone
Communicate well with other departments; Speak using clear and professional language
Develop and maintain positive working relationships with others
Listen and respond appropriately to employee concerns and questions. Address issues as they arise
Define expectations, provide feedback, holding team accountable and showing appreciation
Train, schedule, counsel, motivate and coach employees. Support team to reach common goals
Outgoing personality, comfortable approaching new people
Ensure uniform and personal appearances are clean and professional
Report all accidents, injuries, and unsafe work conditions to the Department Manager
Knowledgeable of any ongoing or upcoming activities or events within the hotel and destination
Welcome and acknowledge all guests, anticipate and address guests’ needs
Work closely with various departments to achieve successful guests pre-arrival throughout stay to their departure.
Provide continued onsite housing support throughout guests stay
Provide excellent service and hospitality following the brand guidelines to both internal and external customers
Process reservation requests, changes, and cancellations received by phone, fax, mail, or email
Set-up proper billing according to accounting policies
Research and resolve guests reservation conflicts, questions, and requests
Collaborate with Sales, Conference Planning, Revenue and Rooms
Respond to challenges and obstacles with confidence, teamwork results orientation and positive attitude
Troubleshoot, resolve, and document group issues and concerns and make proactive changes to process for future
Review all Group Resumes and provide summary to team
Manage payroll. Run report every week. Agents to sign off on pay discrepancy
Access Dayforce and update any swipe changes
Sign off Daily No-Show Report
View daily and process Credit Card Authorization Forms
Answer any questions that Royal Service Agents, Reservation Coordinators, Supervisors or Central Reservations may have
Wholesale Reservations
Hire, Interview, and provide yearly reviews