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Assistant Reservation Manager at Fairmont El San Juan Hotel

Posted in General Business 30+ days ago.

Type: Full-Time
Location: San Juan, Puerto Rico

Job Description:

Assistant Reservation Manager

Reporting to the Reservation/Revenue Management, the Assistant Reservation Manageris responsible for effectively coordinating all hotel room requirements (group rooming lists, billing, VIP's, special requests etc.) in accordance with established standards setout by the hotel and company.

What is in it for you:

  • Employee benefit card offering discounted rates in Accor worldwide
  • Learning programs through our Academies
  • Opportunity to develop your talent and grow within your property and across the world!
  • Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

  • Respond to all reservation requests and incoming calls in a courteous, efficient, professional and friendly manner in adherence to Fairmont Hotels & Resorts standards
  • Follow-up on all voicemails and emails in a timely manner
  • Responsible for changes, cancellations, billing, upgrading, etc for all guests
  • Responsible for charging advance deposits, no-show fees and cancellation fees
  • Process and follow up on special guest requests
  • Support Director of Revenue Management with weekly / monthly reporting
  • Act as Reservations inventory champion; monitoring, analyzing and balancing inventory and providing insights & recommendations on room type availability
  • Act as hotel Passkey champion, enabling all groups and ensuring all entered information is accurate and discrepancies are corrected
  • Working directly with all clients to handle any additions / cancellations / changes
  • Liaise with Event Services team and/or group contact to ensure accuracy of rooming lists and billing instructions
  • Assist in providing reservation related training to applicable operational departments
  • Attend precon meetings when requested
  • Review group resumes each week and double check VIP/staff reservations (rate, room type, billing, etc.) in PM for accuracy
  • Perform all duties per the Reservations Daily / Weekly / Monthly checklist
  • Maintain and respond to all requests received through various email addresses & extranets
  • Research and support any / all Travel Agent commission inquiries
  • Lead by example in demonstrating high levels of guest service, teamwork and "stepping out of the box" where possible
  • Support the hotel's ongoing service and standards and philosophy
  • Other projects and duties as assigned

Your experience and skills include:

  • College degree in hotel management.

• Fluent in English, and fair in one other language

• Four years' experience preferably in hotel reservations and/or hospitality rooms division operations.

• Familiar with the hotel operations available technology (PMS & RMS) and all distribution channels.

• Understand the dynamics of regional & local market, local competitors and events of the destination.

• Excellent comprehension and communication skills

• Demonstrated leadership skills & experience working in a big team

• Experience training and coaching high performing teams

• Reliability and flexibility as required to meet business trends and demands.

• Ability to multi-task as well as work under pressure.

• Ability to work a rotating roster

Vaccination card to reflect complete cycle (Including the booster, if applicable)

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

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

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