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 serviceAbility to communicate intelligently and effectively in person and over the phoneCommunicate well with other departments; Speak using clear and professional languageDevelop and maintain positive working relationships with othersListen and respond appropriately to employee concerns and questions. Address issues as they ariseDefine expectations, provide feedback, holding team accountable and showing appreciationTrain, schedule, counsel, motivate and coach employees. Support team to reach common goalsOutgoing personality, comfortable approaching new peopleEnsure uniform and personal appearances are clean and professionalReport all accidents, injuries, and unsafe work conditions to the Department ManagerKnowledgeable of any ongoing or upcoming activities or events within the hotel and destinationWelcome and acknowledge all guests, anticipate and address guests’ needsWork closely with various departments to achieve successful guests pre-arrival throughout stay to their departure.Provide continued onsite housing support throughout guests stayProvide excellent service and hospitality following the brand guidelines to both internal and external customersProcess reservation requests, changes, and cancellations received by phone, fax, mail, or emailSet-up proper billing according to accounting policiesResearch and resolve guests reservation conflicts, questions, and requestsCollaborate with Sales, Conference Planning, Revenue and RoomsRespond to challenges and obstacles with confidence, teamwork results orientation and positive attitudeTroubleshoot, resolve, and document group issues and concerns and make proactive changes to process for futureReview all Group Resumes and provide summary to teamManage payroll. Run report every week. Agents to sign off on pay discrepancyAccess Dayforce and update any swipe changesSign off Daily No-Show ReportView daily and process Credit Card Authorization FormsAnswer any questions that Royal Service Agents, Reservation Coordinators, Supervisors or Central Reservations may haveWholesale ReservationsHire, Interview, and provide yearly reviews
