Reservations Manager

Company Description

Explore limitless possibilities, dreams and adventures on Hawai’i Island as you blaze a trail for a rewarding career in hospitality. Embrace our passion for Hawai’i’s heritage, culture and traditions with amazing career opportunities that await you in paradise. Journey into a luxury oasis where the aloha spirit comes alive.

Fairmont Orchid is an award-winning luxury resort located on the majestic Kohala Coast of Hawai‘i Island. Immerse yourself in an authentic Hawaiian experience, surrounded by 32 oceanfront acres of lush tropical gardens, cascading waterfalls and a tranquil white sand beach and lagoon. Hawai‘i’s warmth and serenity are reflected throughout the design of our family-friendly hotel accommodations with spacious guest rooms, suites and the exclusive Fairmont Gold concierge floor.

Resort amenities include our Spa Without Walls, a 10,000-square-foot oceanfront pool, cultural activities, onsite restaurants, access to world-class golf, a 24/7 fitness center and a 10-court tennis pavilion. Inspired by culture, well-being and genuine aloha, Fairmont Orchid welcomes you to experience authentic Hawai‘i.

What Is In It For You

• Premium preferred provider medical/drug/vision benefits at competitive prices.
• We put you first & value you with employer paid coverage for group life and accidental insurance coverage (1x annual salary) Coverage is available for your ‘ohana!*
• We believe that hospitality has the power to unlock a better tomorrow with our 401(k)/retirement saving plan & matching program.
• Don’t just live in the moment – own your moment with 15 paid holiday/personal days per year 10 days of paid vacation that begin accruing immediately*
• Incentive Bonuses are available to inspire creativity & dedication to deliver exceptional experiences.
• We go the extra mile by offering 50% discounts at hotel restaurants, 50% discount on retail items at our Fairmont Store & 30% discount of services offered in our Spa Without Walls.
• We are globetrotters taking advantage of our Travel Program with unlimited employee discounts at Accor properties Friends & Family rates (5,000 hotels worldwide)*
• Complimentary food & beverage on property
  
  

Job Description

The Reservation Manager will oversee all day-to-day operations and objectives with the Reservations department. Reporting the Director of Revenue Management, this role will lead the team in luxury standards while achieving financial goals.

What You Will Be Doing

• Directly manage the day-to-day operations to productivity and objectives are met
• Ensure scheduling and payroll reporting meets the needs of the Reservations Department and adhere to budget guidelines.
• Monitor call volume and workload to rebalance staffing strategy and operational task lists seasonally
• Lead Guest Recovery and response to guest requests or complaints by resolving the issue
• Lead mandatory monthly department communication meetings sharing Hotel/Brand updates
• Lead Training, recruitment, and performance evaluations for the Reservations department
• Lead Employee Engagement through Annual Action planning
• Maintain daily reports and incentive pay.
• Monitors daily task lists for Reservations Supervisor and Reservations Agents.
• Manage group or interpersonal conflict within department effectively.
• Attend regularly scheduled RevMax / RevPro meetings
• Responsible for policing and enforcing Stop-sell dates for Wholesale partners.
• Maximize revenues by ensuring all Reservation Agents are knowledgeable in room product and hotel services
• Ensuring all guest and colleague requests are handled in an efficient and professional manner according to brand standards
• Conduct LQA Audits to drive results
• Key involvement in the Hotel’s preventative maintenance programs managing room inventory
  
  

Supportive Duties And Responsibilities

In addition to the essential functions, this position may require a combination of the following supportive functions. The percentage of time performing each function is to be solely determined by the manager based upon the particular requirements of the hotel.

• Other duties including seasonal projects, VIP guest management and financial quarterly objectives
  
  

Qualifications

Your experience and skills include:

• University/College degree preferred.
• Some prior experience required.
• Must be able to speak, read, and write English.
• Intermediate mathematical skills proficiency, including the ability to calculate discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Advanced computer skills proficiency with computer applications, including:
• Microsoft Office Suite
• Hotel labor and payroll software
• Hotel POS and PMS systems
• Ability to learn and utilize various software applications for sales processing and reporting functions.
• Intermediate problem-solving skills with the ability to:
• Apply common-sense understanding to written, verbal, and diagram-based instructions.
• Solve routine and straightforward problems.
  

Other Skills And Abilities

• Demonstrates the brand promise in all interactions, actively supports brand initiatives, and embodies responsible hospitality.
• Delivers personalized, exceptional guest experiences while maintaining the highest standards of quality, attention to detail, and luxury service.
• Fosters an inclusive and respectful workplace through empathy, open communication, collaboration, and a commitment to continuous improvement.
• Builds and supports high-performing teams through coaching, resource planning, performance management, recognition, empowerment, and clear leadership during change.
• Strong organizational and customer service skills.
• Detail-oriented with the ability to manage multiple priorities.
• Positive, collaborative professional who thrives in a fast-paced environment.
  
  

Additional Information

Salary Range: $65,000 - $75,000 USD

Visa Requirements: Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.

Our Commitment To Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality.

We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you’ll find exceptional work opportunities – throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific – as well as industry leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotel that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleague with fairness & dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award – winning Green Partnership Program. An exciting future awaits!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

#AlohaOrchid