Reservations Supervisor

Job description

Company Description

Fairmont St. Andrews encapsulates luxury and this experience begins and ends with our colleagues. Fairmont St Andrews is one of Scotland’s most iconic 5-star luxury hotels and resorts in the home of golf.

Our 213-bedroom property is located on the outskirts of St Andrews, boasting 2 championship golf courses and an award-winning spa and leisure facility. With multiple food and beverage venues on site, including our two AA Rosette Restaurant, St Andrews Clubhouse & Grill - serving the finest Scottish steak and seafood, we are able to offer our guests a world class experience for dining and leisure activities, right here on property.

Within 20 minutes from Leuchars Railway station and 35 minutes from Dundee, we are an easy commute from numerous Scottish destinations.

Job Description

Job Title: Reservations Supervisor

Location: St Andrews, Fife

Contract: Permanent, Full-time 

As Reservations Supervisor you will help contribute towards promoting and selling of Fairmont St. Andrews to ensure the maximisation of sales opportunities for the resort and provide an enhanced guest experience

A little bit about what you will be doing:

·  Coordinate all operations of the Reservations Department including recruitment, scheduling, training, departmental communication meetings and employee development in conjunction with the Front Office and Reservations Manager 
·  Works in on collaborating resources and information with Assistant Front Office Manager to ensure maximum utilisation of resources and optimisation of Guest and Colleague experience.
·  Fully accountable to ensure that the Reservation Department’s CES goals are met/exceeded.
·  Fully accountable to ensure that the Reservation Department’s LQA goals are met/exceeded.
·  Responsible for establishing individual and team objectives in accordance with revenue/reservation/hotel goals through regular 1-2-1’s and team meetings.
·  Problem solving and coaching staff in situations to ensure that guest expectations are met.
·  Actively engage in performance management and adapting operational requirements based on Guest or Business feedback.
·  Ensure budget is adhered to relating to the areas of payroll, GRC and office supplies.
·  Attend and participate in Rooms Leadership, FO communication meetings, revmax, leadership, FO and sales meetings.
·  Works closely with both the RM & Sales Team in order to maximize revenues.
·  Participate in package development and implementation
·  Build and update rates and packages in IRIS/PM
·  Conducts regular audits of PM, CRS, fairmont.com & GDS ensuring accuracy of rates, package information and availability.
·  Hotel liaison between reservations and our Global Reservation Centre.
·  Monitor & address inventory variances between CRS & PM
·  Operate an effective inter-departmental communication process in order to co-ordinate and respond to guest needs throughout their stay.
·  Knowledge of about food and beverage products and services and reservations systems.
·  Take telephone enquiries for restaurant reservations using appropriate level of efficiency and sales techniques, ensuring they are entered correctly in Restaurant Manager (or equivalent) in accordance to the guest’s needs and the business requirements.
·  Respond to enquiries via the website, Email and letter, in a timely manner with the appropriate level of efficiency and sales technique.
·  Assisting with the procedure for group bookings – inputting of rooming lists, and group amendments.
·  To carry out additional tasks as instructed and by reasonable request from the leadership team.

Qualifications

·  Service focused personality
·  Proven ability to build and maintain good relationships with all stakeholders
·  6 months experience within a similar role is preferred
·  Highly motivated and ambitious, with a great sense of pride in their work
·  Team player with excellent communication skills

Additional Information

What is in it for you:

·  Competitive salary + Commission
·  Staff shuttle service to/from St Andrews
·  Complimentary staff canteen
·  50% off dining in our Food and Beverage outlets
·  Employee rates for Spa treatments and green fees
·  Access to gym and pool services
·  Growth opportunities
·  On-the-job training
·  Regular social events
·  Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21