POSITION PURPOSEAll guest service has the potential to create a lasting memory when it is delivered with warmth and sincerity. As a Reservations Supervisor, you will be responsible for effectively coordinating all hotel room requirements including, but not limited to group business, wholesale partners, direct leisure guests, billing, VIP’s and special requests to ensure our guests feel valued.ESSENTIAL FUNCTIONSAreas of responsibility will include but are not limited to the following:Respond to all reservation requests and guest communications (via telephone, multiple email accounts, and extranet) in a courteous, efficient, professional, and friendly manner in adherence to Fairmont Hotels & Resorts standardsAssist Reservations Manager in monitoring the day-to-day operations and schedulingProvide supervision, motivation, training, and support to the Reservations team colleaguesUpdate team on all rates, promotions, packages and corporate programsEnsure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goalsWork with team to achieve EES, LQA and VOG and build action plans to attain goalsAssist in preparing daily, weekly and monthly reports and test callsEnsure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximizedCoach the agents in areas of up selling, cross-selling and ongoing skill set knowledgeInspire agents to achieve maximum revenue potential while maintaining consistently high service standardsHave full knowledge of the resort and venuesPromote and enforce health and safety awareness as well as to have a complete understanding of the emergency procedures.Actively participate in monthly departmental meetings.Lead by example in demonstrating high levels of guest service, teamwork, and stepping out of the box where possibleAssist with Transient Reservation, Group Reservation, and Wholesale Reservation areas where neededAssist with groups in the absence of the Group Reservations Manager, as neededMaintain and update Group Blocks to ensure accuracy and inventory management, running weekly Group Pickup MeetingAssist with Passkey setup and inquiries, enabling groups as needed and ensuring all entered information is accurate and discrepancies are correctedLiaise with Conference Services and Catering Team and group contacts to ensure accuracy of rooming lists and billing instructionsReview group resumes each week and double-check VIP/staff reservations (rate, room type, billing, etc.) in PMS for accuracyAttend Pre-Con meetings when requestedActively participate and promote the Fairmont Kea Lani, Maui’s environmental program and department-specific initiatives in working towards sustainable operationsContribute to the improvement of the operation by contributing ideas, making suggestions and actively participate in departmental briefings.Work with other departments to complete necessary tasksCheck with Reservation Manager before leaving shift. Bring any concerns to the attention of the Manager On Duty (Reservation Manager or Group Reservation Manager)Other:Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Colleagues with irregular attendance will be subject to disciplinary action, up to and including termination of employment.Due to the cyclical nature of the hospitality industry, colleagues may be required to work varying schedules to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meetings is required.Upon employment, all colleagues are required to fully comply with Fairmont rules and regulations for the safe and effective operation of the hotel’s facilities.  Colleagues who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.SUPPORTIVE FUNCTIONSIn addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the Reservation Manager based upon the particular requirements of the hotel:Additional duties as necessary and assigned. SUPERVISION RECEIVEDDirect:              Reservations ManagerIndirect:            Group Reservation ManagerIndirect:            Director of Revenue ManagementSUPERVISION EXERCISEDDirect:              Reservations AgentsIndirect:           N/A SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIESThe individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:Must be able to speak, read, write and understand the English language.Requires effective communication skills, both verbal and written.Must be able to read and write to facilitate the communication process.Must be service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally.Must possess basic computational ability.Must possess computer skills, including, but not limited to, Microsoft applications, CRS and Opera Cloud systemsExperience with Opera (Cloud and CRS) and Passkey Cvent is highly preferredMust be able to multi-task and be detail-oriented in a fast paced, high volume environment.Must possess a problem-solving mindset: be able to anticipate, prevent, and identify area of opportunities and resolve them as necessaryMust have ability to work independently and to prioritize or seek clarification in prioritizing work assignments.Maintain a professional working environment, attitude and appearance.Must possess outstanding Sales and Guest service skillsMust possess knowledge of Group Reservations and Wholesale market segmentsMust maintain sanitation procedures as directed.
