Multi-Property VIP & Luxury Reservations Specialist

Company Description

Who We Are:

Join the team at Fairmont Banff Springs. Set in one of Western Canada’s most spectacular alpine destinations, Banff offers a unique community of hospitality enthusiasts, outdoor adventure seekers, artists, entertainers, and families alike. It's the perfect work/life combination.

Job Description

We’re looking for a culturally fluent, experience-driven Luxury Reservations Agent who understands that today’s luxury is personal, expressive, and effortlessly curated. In this role, you will manage multi-property stays across Canada’s Western Mountain Collection, for a global clientele who value individuality, insider access, and seamless journeys over traditional formality.

You are not just booking rooms, you are shaping experiences, connecting our hotels within the destination, and bringing a guest’s lifestyle to life across every touchpoint.

Starting Rate: $26.21 per hour

We recognize tenure through our compensation. Hourly rates increase after six months, and yearly to three years. At three years the pay rate for this role would be $30.21

Job Duties Include:

• Dual reporting into a Team Leader and the property Reservation Manager, responsibilities and essential job functions include but are not limited to the following:

• Manage complex, multi-property reservations, ensuring flawless coordination across all hotels within the destinations
• Serve as a primary point of contact for high-net-worth guests, travel advisors, and concierge partners.
• Maintain a high-touch service approach, anticipating needs and exceeding expectations at every interaction.
• Build long-term relationships with repeat guests and travel partners
• Book and enter room reservation requests using the Property Management System
• Liaise with property teams (front office, concierge, sales) to ensure VIP recognition and special arrangements are executed.
• Handle special requests including upgrades, amenities, transportation, dining, and experiences.
• Update reservations ensuring a flawless check-in and check-out process
• Monitor reservation accuracy, billing details, and pre-arrival communications
• Resolve issues promptly and discreetly, maintaining brand standards and guest satisfaction
• Other duties as assigned

Qualifications

Your Skills & Qualifications:

• Previous experience in luxury hospitality, reservations, or concierge services
• Proven experience handling high-net-worth or VIP clientele
• Strong understanding of luxury hotel brands, destinations, and global travel trends
• Discretion and professionalism when handling sensitive guest information
• Exceptional verbal and written communication skills
• High emotional intelligence and cultural awareness
• Impeccable attention to detail and organizational skills
• Ability to manage multiple bookings and priorities simultaneously
• Proficiency in reservation systems Opera Cloud & Microsoft Office applications is an asset.

Additional Information

Job Perks & Benefits:

• Subsidized staff accommodation provided on-site for full time status employees
• One complimentary meal per shift in our staff cafeteria (additional meals can be purchased for $8/meal)
• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics, Fertility Drugs and Gender Affirmation for full time permanent status employees
• Defined Contribution Pension Plan with employer matching up to 5% of annual earnings for full time permanent status employees
• Employee travel program with discounts on room rates as well as on food & beverage at Fairmont & Accor properties world-wide
• Access to the Mountain Explorer Travel Program – exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Fairmont Resorts in Lake Louise, Jasper & Whistler
• Discounts while using our resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Banff Springs Golf Courses

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