We are seeking a highly motivated, organized and guest-focused hospitality leader to lead our Room Reservations team at the Castle in the Rockies. Reporting to the Director of Rooms, the Reservations Experience Manager is responsible for leading the guest pre-arrival experience and delivering an accurate, seamless and personalized guest experience from initial inquiry through arrival. As a Department Head within the Rooms Division, this role oversees reservation accuracy, guest communication standards, contractual agreements, operational turnovers, inventory coordination and departmental performance.
Responsibilities
Lead the delivery of a personalized reservation and pre-arrival experience; Establish standards for professional, accurate and personalized guest correspondence; Ensure all guest and partner inquiries receive a meaningful response within 24 hours; Ensure guest preferences, special occasions, loyalty recognition and individual requirements are accurately documented and communicated; Collaborate with Front Office, Fairmont Gold, VIP Services, Concierge and Royal Service to ensure arrival readiness and seamless guest handovers; Resolve escalated reservation-related guest concerns; Oversee reservation setup across Group, FIT, Leisure and other market segments; Establish reservation standards, verification procedures and regular quality audits; Serve as departmental subject-matter expert for reservation systems, market segments, room products, rates and policies; Oversee setup of group agreements, negotiated rates, packages and wholesale arrangements; Establish verification controls for agreement setup, amendments and group reservation details; Ensure group turnovers and operational handovers are complete, accurate and delivered within deadlines; Oversee guestroom inventory coordination and room allocation; Partner with Revenue Management and Front Office to implement inventory solutions; Collaborate with Sales, Revenue Management, Marketing and Operations on rates, packages, promotions and commercial initiatives; Drive reservation conversion, upselling opportunities and revenue performance; Lead departmental operations, including staffing, scheduling, payroll and labour forecasting; Oversee recruitment, onboarding, training, performance management and colleague development; Establish and monitor departmental performance indicators; Develop and maintain departmental SOPs, training resources and operational controls; Champion colleague engagement, recognition programs and departmental action planning; Maintain effective departmental communication through daily briefings and leadership meetings; Provide operational and leadership support during periods of high demand and support broader Rooms Division operations; Perform other duties as assigned
Requirements
Minimum three years of experience in hotel Reservations, Front Office, Sales or Rooms Operations, preferably within a luxury or high-volume hotel environment; Minimum two years of leadership experience, with previous Reservations management experience strongly preferred; Strong knowledge of hotel inventory management, market segments, rate structures, group reservations and contractual agreements; Experience with Opera Cloud Property Management System; Demonstrated ability to develop operational standards, quality assurance processes and performance controls; Exceptional organizational, analytical and problem-solving skills with strong attention to detail; Excellent written and verbal communication skills, with a commitment to personalized guest service and effective service recovery; Proven ability to lead, coach and develop colleagues while driving engagement, accountability and operational improvement; Strong commercial awareness and ability to collaborate effectively across Revenue Management, Sales and hotel operations; Proficiency in Microsoft Office, particularly Word and Excel; Professional presentation, adaptability and the ability to manage competing priorities in a fast-paced luxury hotel environment; Flexibility to work varied shifts, weekends and holidays based on operational needs; Must be legally eligible to work in Canada
Nice to have
Knowledge of ALL RESA, Passkey/GroupMAX or similar systems
Benefits
One complimentary meal per shift in staff cafeteria (additional meals purchasable for $8/meal); Accommodations will be discussed during the interview; Employee travel program with discounts on room rates and food & beverage at Fairmont & Accor properties worldwide; Access to the Mountain Explorer Travel Program with exclusive room rates for colleagues, including 50% off food & beverage when staying at Fairmont Resorts in Lake Louise, Jasper and Whistler; Discounts at resort Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Banff Springs Golf Courses
Kanada · Banff
