Reservations and Royal Service Assistant Manager

2 weeks ago


Scottsdale Arizona, United States FAIRMONT Full time
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



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