Reservations Agent

Company Description

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.

Job Description

• Handle reservation inquiries via phone, email, and online channels with professionalism, warmth, efficiency, and luxury-aligned service.
• Create memorable first impressions by delivering personalized, engaging, and knowledgeable service throughout every guest interaction.
• Assist guests with booking, modifying, and canceling reservations in accordance with established hotel policies and procedures.
• Respond accurately and promptly to guest inquiries regarding room types, suites, rates, packages, promotions, availability, amenities, hotel facilities, and services.
• Maintain a thorough knowledge of hotel including guest rooms and suites, dining and bar concepts, spa, pool, meeting and event spaces, special experiences, and hotel programming.
• Share knowledgeable recommendations regarding local attractions, dining, entertainment, culture, and experiences to assist guests in planning memorable stays.
• Participate in daily briefings and maintain awareness of occupancy, inventory, promotions, events, restrictions, and operational priorities.
• Convert reservation inquiries into confirmed bookings through confident product knowledge, personalized recommendations, and effective selling techniques.
• Recommend and upsell appropriate room categories, suites, packages, dining experiences, spa treatments, special experiences, and other hotel offerings based on guest preferences and needs.
• Identify opportunities to enhance the guest experience and increase revenue through thoughtful pre-arrival planning and personalized recommendations.
• Maintain a strong understanding of room types, rate structures, packages, promotions, restrictions, and reservation policies.
• Support hotel revenue objectives through effective upselling and appropriate conversion techniques while ensuring recommendations are aligned with guest needs.
• Create, modify, confirm, and cancel reservations accurately and efficiently within the hotel's PMS, reservation, and booking systems.
• Maintain accurate guest profiles, ensuring preferences, special requests, loyalty program information, and relevant guest history are properly documented.
• Verify reservation details, payment methods, deposits, billing information, special requests, and guest information for accuracy.
• Process payments, deposits, and billing information in accordance with established hotel policies and procedures.
• Manage room allocations and special requests with attention to detail, inventory availability, and operational requirements.
• Ensure all reservation information is entered accurately, completely, and in a timely manner.
• Maintain awareness of inventory, room availability, booking trends, restrictions, and reservation changes.
• Assist with group reservations, rooming lists, event blocks, corporate bookings, and special event reservations as assigned.
• Support VIP, repeat guest, loyalty member, special occasion, and special-attention reservations with personalized service and attention to detail.
• Ensure guest preferences, special requests, amenities, and other pre-arrival arrangements are communicated accurately to the appropriate hotel departments.
• Coordinate reservation-related communication with Front Office, Sales, Revenue Management, Housekeeping, Guest Services, Food & Beverage and other departments as required.
• Identify opportunities to personalize the guest experience through thoughtful pre-arrival communication and collaboration with operational teams.
• Assist in coordinating bespoke arrangements and special experiences to ensure seamless execution and exceptional guest satisfaction.
• Anticipate guest needs and provide personalized recommendations throughout the reservation process.
• Respond promptly and professionally to guest questions, concerns, and reservation-related issues.
• Resolve reservation discrepancies and booking concerns with discretion, confidence, and appropriate follow-up.
• Support service recovery efforts by taking ownership of reservation-related concerns and collaborating with the appropriate departments to achieve guest satisfaction.
• Protect guest privacy and maintain strict confidentiality of guest information, payment information, and hotel business at all times.
• Maintain complete knowledge of and comply with all policies, procedures, reservation protocols, service standards, and brand expectations.
• Collaborate with the Reservations, Front Office, Sales, Revenue Management, and other hotel teams to establish seamless processes and deliver a consistent luxury guest experience from opening day.
• Maintain a positive, collaborative, and guest-focused environment within the Reservations and Front Office teams.
• Perform additional duties as assigned by management.

Qualifications

• Previous reservations, hotel, Front Office, call center, hospitality, or customer service experience preferred.
• Previous luxury hotel or upscale hospitality experience preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Strong organizational, multitasking, and attention-to-detail skills.
• Ability to remain professional, composed, and engaging in a fast-paced guest service environment.
• Strong guest service and sales-oriented mindset.
• Basic computer proficiency and previous experience with reservation or property management systems preferred.
• Experience with OPERA Cloud or similar hotel systems is an asset.
• Professional appearance and polished demeanor required.
• Ability to maintain confidentiality and handle sensitive guest information professionally.
• Strong problem-solving and decision-making skills.
• Ability to work independently while contributing effectively to a team environment.
• Ability to work flexible schedules including evenings, weekends, holidays, and extended shifts as operationally required.
• High school diploma or equivalent required; hospitality or business-related education preferred.

Physical Aspects of Position (include but are not limited to):

• Frequent sitting throughout shift
• Occasional kneeling, pushing, pulling, lifting, walking and standing
• Occasional ascending or descending ladders, stairs and ramps

Additional Information

Hourly Rate: $35.06

Feel free to visit our website at http://www.fairmont.com/ to find out more about our company.

Visa Requirements:
Must have proof of eligibility to work in the United States.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Fairmont is proud to be an Equal Opportunity Employer. EOE/M/F/D/V

All your information will be kept confidential according to EEO guidelines.