Reservations Agent

Job description

Company Description

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 colleagues worldwide, we are dedicated to delivering exceptional service, fostering a culture of excellence, and making special happen.

Hotel Overview:

Located in the heart of downtown Fairmont New Orleans will be an impressive new addition to Fairmont’s luxury portfolio, offering 250 luxury guest rooms, four food & drink venues, a rooftop pool with expansive views of the city, more than 19,000 square feet of function space, and a 10,000 square-foot spa.

This property is destined to become an illustrious destination in the Central Business District, nearby the city’s renowned and historic French Quarter.

Job Description

·  Handle reservation inquiries via phone, email, and online channels with professionalism, warmth, efficiency, and luxury-aligned service.
·  Create memorable first impressions by delivering personalized, engaging, and knowledgeable service throughout every guest interaction.
·  Assist guests with booking, modifying, and canceling reservations in accordance with established hotel policies and procedures.
·  Respond accurately and promptly to guest inquiries regarding room types, suites, rates, packages, promotions, availability, amenities, hotel facilities, and services.
·  Maintain a thorough knowledge of Fairmont New Orleans, including guest rooms and suites, dining and bar concepts, spa, pool, meeting and event spaces, special experiences, and hotel programming.
·  Share knowledgeable recommendations regarding New Orleans attractions, dining, entertainment, culture, and experiences to assist guests in planning memorable stays.
·  Participate in daily briefings and maintain awareness of occupancy, inventory, promotions, events, restrictions, and operational priorities.
·  Convert reservation inquiries into confirmed bookings through confident product knowledge, personalized recommendations, and effective selling techniques.
·  Recommend and upsell appropriate room categories, suites, packages, dining experiences, spa treatments, special experiences, and other hotel offerings based on guest preferences and needs.
·  Identify opportunities to enhance the guest experience and increase revenue through thoughtful pre-arrival planning and personalized recommendations.
·  Maintain a strong understanding of room types, rate structures, packages, promotions, restrictions, and reservation policies.
·  Support hotel revenue objectives through effective upselling and appropriate conversion techniques while ensuring recommendations are aligned with guest needs.
·  Create, modify, confirm, and cancel reservations accurately and efficiently within the hotel's PMS, reservation, and booking systems.
·  Maintain accurate guest profiles, ensuring preferences, special requests, loyalty program information, and relevant guest history are properly documented.
·  Verify reservation details, payment methods, deposits, billing information, special requests, and guest information for accuracy.
·  Process payments, deposits, and billing information in accordance with established hotel policies and procedures.
·  Manage room allocations and special requests with attention to detail, inventory availability, and operational requirements.
·  Ensure all reservation information is entered accurately, completely, and in a timely manner.
·  Maintain awareness of inventory, room availability, booking trends, restrictions, and reservation changes.
·  Assist with group reservations, rooming lists, event blocks, corporate bookings, and special event reservations as assigned.
·  Support VIP, repeat guest, loyalty member, special occasion, and special-attention reservations with personalized service and attention to detail.
·  Ensure guest preferences, special requests, amenities, and other pre-arrival arrangements are communicated accurately to the appropriate hotel departments.
·  Coordinate reservation-related communication with Front Office, Sales, Revenue Management, Housekeeping, Guest Services, Food & Beverage, Spa, and other departments as required.
·  Identify opportunities to personalize the guest experience through thoughtful pre-arrival communication and collaboration with operational teams.
·  Assist in coordinating bespoke arrangements and special experiences to ensure seamless execution and exceptional guest satisfaction.
·  Anticipate guest needs and provide personalized recommendations throughout the reservation process.
·  Respond promptly and professionally to guest questions, concerns, and reservation-related issues.
·  Resolve reservation discrepancies and booking concerns with discretion, confidence, and appropriate follow-up.
·  Support service recovery efforts by taking ownership of reservation-related concerns and collaborating with the appropriate departments to achieve guest satisfaction.
·  Protect guest privacy and maintain strict confidentiality of guest information, payment information, and hotel business at all times.
·  Maintain complete knowledge of and comply with all Fairmont New Orleans policies, procedures, reservation protocols, service standards, and brand expectations.
·  Uphold Fairmont grooming, communication, professionalism, and luxury service standards at all times.
·  Participate in departmental training, meetings, daily briefings, pre-opening initiatives, and hotel-wide programs.
·  Contribute to the development and implementation of efficient reservation procedures and workflows as part of the Fairmont New Orleans pre-opening team.
·  Collaborate with the Reservations, Front Office, Sales, Revenue Management, and other hotel teams to establish seamless processes and deliver a consistent luxury guest experience from opening day.
·  Maintain a positive, collaborative, and guest-focused environment within the Reservations and Front Office teams.
·  Perform additional duties as assigned by management.

Qualifications

·  Previous reservations, hotel, Front Office, call center, hospitality, or customer service experience preferred.
·  Previous luxury hotel or upscale hospitality experience preferred.
·  Excellent verbal and written communication skills.
·  Strong interpersonal and relationship-building abilities.
·  Strong organizational, multitasking, and attention-to-detail skills.
·  Ability to remain professional, composed, and engaging in a fast-paced guest service environment.
·  Strong guest service and sales-oriented mindset.
·  Basic computer proficiency and previous experience with reservation or property management systems preferred.
·  Experience with OPERA Cloud or similar hotel systems is an asset.
·  Professional appearance and polished demeanor required.
·  Ability to maintain confidentiality and handle sensitive guest information professionally.
·  Strong problem-solving and decision-making skills.
·  Ability to work independently while contributing effectively to a team environment.
·  Ability to work flexible schedules including evenings, weekends, holidays, and extended shifts as operationally required.
·  High school diploma or equivalent required; hospitality or business-related education preferred.
·  Must be legally authorized to work in the United States.

Additional Information

All your information will be kept confidential according to EEO guidelines.