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Reservation Agent at Fairmont Hotels & Resorts

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Job Detail

  • Job ID 1022450
  • Experience  Less Than 1 Year
  • Qualifications  Diploma

Job Description

Key Responsibilities

  • Process and confirm room reservations received by phone, email, website, GDS, travel agents, and other distribution channels.
  • Accurately enter, modify, and cancel reservations in Opera PMS, TARS, and related reservation systems.
  • Ensure all reservations are booked according to hotel policies, rate structures, and availability.
  • Verify booking details, room allocations, packages, and special arrangements prior to guest arrival.
  • Manage waitlists and follow up on tentative bookings.
  • Respond to guest and travel trade inquiries promptly and professionally.
  • Provide accurate information regarding accommodation, dining experiences, activities, transfers, conservancy fees, and resort facilities.
  • Anticipate guest needs and coordinate special requests, including VIP arrivals, honeymoon arrangements, birthdays, anniversaries, and accessibility requirements.
  • Resolve reservation-related concerns efficiently while maintaining guest satisfaction.
  • Promote upselling opportunities to maximize room revenue and enhance the guest experience.
  • Recommend room upgrades, dining experiences, spa treatments, golf packages, and other resort activities.
  • Support the achievement of occupancy, ADR, and revenue targets.
  • Maintain rate integrity and ensure correct application of market segments, package inclusions, and promotional offers.
  • Ensure all reservations are supported by the required deposits, guarantees, and payment documentation.
  • Maintain accurate guest profiles and reservation records.
  • Prepare and update rooming lists for groups and events.
  • Coordinate with Sales, Front Office, Concierge, Housekeeping, and Finance to ensure smooth arrival and departure experiences.
  • Monitor daily arrival, departure, and occupancy reports as required.
  • Follow Fairmont and Accor reservation standards, policies, and procedures.
  • Ensure confidentiality and protection of guest information.
  • Adhere to health, safety, and security regulations.
  • Maintain professional communication and uphold the Fairmont luxury service culture at all times.

Qualifications

  • Diploma or Degree in Hospitality Management, Tourism Management, Business Administration, or a related field.
  • Minimum 1-2 years’ experience in hotel reservations, front office operations, or customer service within a luxury hospitality environment preferred.
  • Experience with Opera PMS, TARS, GDS, or other hotel reservation systems is an advantage.
  • Working knowledge of hotel systems such as OPERA and POS systems.
  • Strong understanding of hotel revenue cycles, internal controls, and auditing procedures.
  • Excellent analytical, problem-solving, and reconciliation skills.
  • High level of integrity, accuracy, and attention to detail.
  • Proficient in Microsoft Excel and other financial reporting tools.
  • Ability to work independently, meet deadlines, and maintain confidentiality.

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