Reservations Agent

Job Description

We invite you to join the world of luxury hospitality at Fairmont Palliser as our new First Cook. Inspire and create the grandest experience for our guest, clients and colleagues every day.

Reservation Agents are the beginning of an exceptional guest experience. You will fulfill group, tour, transient, and corporate booking requirements accurately and with warmth and sincerity. You will be responsible for providing an amazing pre-arrival experience that will make your guests feel valued and excited about their stay. Reporting to the Reservations & Revenue Manager.

Key Responsibilities

• Consistently offer the highest level of professional, friendly, and engaging luxury service.
• Process incoming reservation and group requests via phone and email with accuracy, efficiency, and elevated professionalism.
• Prioritize tasks, phone calls, emails, and competing deadlines in a changing, fast-paced environment.
• Update, enter, and manage group rooming lists, leisure and corporate bookings, and FIT bookings.
• Take ownership of guest requests and concerns and ensure appropriate follow-up is completed to the hotel’s standards
• Capture maximum revenue through up-selling and strategic rate selections.
• Follow all Reservations, Front Office, and hotel-wide systems of procedure meticulously
• Ensure the pre-arrival experience of all guests is engaging and exciting through reservation checks, proper set up of all requests, and adding personalized touches.
• Process cancellations, run reports, and perform detailed reservation checks.
• Establish, coordinate, and maintain a beneficial working relationship between all Sales and Catering teams and Front Office teams, as well as other departments within the hotel.
• Ensure all guest profiles and preferences are updated, accurate, and acted on.
• Use your creative thinking to establish memorable experiences for our guests
• Perform other similar duties as called upon

Qualifications

What will you bring to this role?

• Minimum two years of experience in the hotel industry is required
• Previous Reservations, Front Desk, or Royal Service experience is an asset
• Must be available for shift work
• Familiarity with Calgary and the local community is an asset
• Proficiency in Microsoft Office, including Outlook, Word, and Excel
• Strong organizational and communication skills, both verbal and written
• Proven passion for guest service with a strong commitment to delivering exceptional experiences
• Demonstrated ability to take initiative, work independently, and remain composed under pressure
• Embrace the Fairmont brand promise and luxury in your role and in all your interactions
• Foster an inclusive environment where every individual feels valued and respected

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Comprehensive benefits package including health, paramedical, dental, vision, life, and disability coverage for eligible employees. Company-matched pension plan, as well as RRSP & TFSA options. Complimentary meal in staff cafeteria during shifts.

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging:
We celebrate our differences. We support each other and we always stand together.

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity:
We build trust through mutual respect and being authentic.

Our commitment to Diversity & Inclusion:
Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.