Reservations Manager

Company Description

The Fairmont Bangkok Sukhumvit, set to open its doors in the vibrant heart of Bangkok, will be the first Fairmont brand in Thailand. This 416-room luxury hotel, taking design inspiration from the Kingdom's rich cultural heritage and contemporary dynamism, will offer an exquisite blend of traditional Thai aesthetics and modern sophistication. Positioned as an urban resort, our guests will be able to enjoy a very special and unique range of offerings such as eight dining and bar venues including a rooftop terrace, as well as an outdoor swimming pool, an extensive gym and an entire floor of wellness spa. For corporate and social groups, the Fairmont Bangkok Sukhumvit will offer two ballrooms, as well as eight meeting rooms, making it an outstanding destination for meetings, conferencing and events. The Fairmont Bangkok Sukhumvit is set to become the social epicenter of Bangkok, embodying our belief that a Fairmont is a truly special place!

Job Description

Position: Reservations Manager

Department: Revenue

Reports to: Director of Revenue Management

Working Location: Fairmont Bangkok Sukhumvit or any assigned venues

The Reservations Manager is a pivotal role, responsible for leading and inspiring our Reservations team to maximize hotel revenue through effective inventory management, pricing strategies, and exceptional pre-arrival guest engagement. As a key contributor to our purpose "to show the world that true luxury is inclusive," you will empower your team to "make special happen" from the very first interaction, "turning moments into special memories" even before guests arrive. You will ensure every reservation inquiry is an "invitation to surprise," reflecting our commitment to driving value for our owners and partners and consistently delivering a balanced scorecard. Critically, this role is instrumental in the hotel's ambition to achieve and maintain Forbes 5-Star certification, ensuring every aspect of the reservation process reflects the highest standards of luxury and personalized service.

Key Responsibilities:

• Revenue Optimization & Strategy:
  • Collaborate closely with the Director of Revenue Management to implement pricing strategies, inventory controls, and selling guidelines that maximize hotel occupancy and average daily rate (ADR), aligning with our belief to "drive value for our owners and partners."
  • Monitor market trends, competitor activity, and demand forecasts to adjust selling strategies dynamically and ensure we "consistently deliver a balanced scorecard."
  • Manage group blocks, cut-off dates, and rooming lists efficiently, optimizing revenue opportunities.
• Forbes 5-Star Service & Pre-Arrival Excellence:
  • Perform and maintain the highest level of personalized and anticipatory service during the entire reservation process, which is very important and a core part of your job for the hotel to achieve and sustain Forbes 5-Star certification.
  • Ensure all booking interactions are seamless, efficient, and reflect a flawless execution of luxury service standards, anticipating guest needs and preferences.
  • Oversee meticulous attention to detail in recording guest preferences, special requests, and VIP notes within the system, ensuring these are communicated effectively for a personalized arrival experience.
  • Develop and implement proactive pre-arrival communication strategies that elevate the guest experience and reinforce the hotel's luxury positioning, turning moments into special memories before they even step through our doors.
• Team Leadership & Development:
  • Lead, motivate, and develop the Reservations team, fostering a culture where "colleagues are the heart and soul of our hotel" and are empowered to excel in guest interaction.
  • Conduct regular training sessions on reservation systems, sales techniques, product knowledge (including our eight dining venues, spa, and meeting facilities), and Fairmont brand standards to ensure every team member is an "approachable," "genuine," and "empowered" "connector."
  • Coach and mentor individuals, promoting continuous learning and skill enhancement, ensuring the team is equipped to "make special happen" for every guest.
• Guest Experience & Sales Excellence:
  • Oversee all reservation inquiries (phone, email, online) ensuring prompt, accurate, and personalized responses that embody our "inspirational dream" of inclusive luxury.
  • Guide the team in effective upselling and cross-selling techniques, promoting our unique offerings (e.g., higher room categories, wellness spa experiences, special packages) to enhance the guest journey from the moment of booking.
  • Handle complex inquiries, special requests, and VIP bookings with the utmost professionalism and discretion, ensuring every interaction is an "invitation to surprise" and contributes to "turning moments into special memories."
• System Management & Data Integrity:
  • Ensure the accurate and efficient use of the Property Management System (PMS), Central Reservation System (CRS), and other relevant platforms for all bookings and modifications.
  • Regularly audit reservation data to maintain integrity and accuracy, ensuring "accountable" practices and reliable reporting.
  • Stay updated on system enhancements and new technologies to optimize reservations processes.
• Reporting & Analysis:
  • Prepare and analyze daily, weekly, and monthly reservations reports, including booking pace, pickup, and forecast variances.
  • Provide insights and recommendations based on reservations data to the Director of Revenue Management, contributing to strategic decision-making and helping to "deliver a balanced scorecard."
• Brand Grooming & Professionalism:
  • Consistently act as a visible role model for impeccable grooming and professionalism, representing the Fairmont brand's elegance and sophistication with distinction.

Prospective & Expectation: At Fairmont Bangkok Sukhumvit, we believe that everyone is the Guest Service, Security, Sales & Marketing, and Human Resources Person. This means:

• Guest Service: Every interaction, from the first booking inquiry, is an opportunity to delight and create a truly special experience, reflecting our commitment to "turning moments into special memories."
• Security: We are all responsible for maintaining accuracy in bookings and safeguarding guest data, contributing to a secure environment for our guests and colleagues.
• Sales & Marketing: We actively identify and pursue opportunities to promote our exceptional offerings and enhance the hotel's reputation, contributing to our overall success.
• Human Resources: We contribute to a positive and supportive work environment, fostering growth and well-being for our team members. We hold ourselves accountable to helping make our community a better place.

Qualifications

Knowledge and Experience:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum 3-5 years of progressive experience in Reservations management, preferably within a luxury hotel or hospitality environment.
• Proven expertise in reservations systems (PMS, CRS), rate management, and inventory control.
• Strong understanding of revenue management principles and strategies.
• Fluent proficiency in both written and spoken English and Thai is a must, essential for creating truly personalized and "approachable" experiences that connect "genuinely" with our diverse local and international guests and colleagues, ensuring every interaction "turns into a special memory."
• Proficiency in a third language will be considered a significant advantage.
• Good working knowledge of MS Excel, Word, & PowerPoint.

Competencies:

• Exceptional communication skills (verbal and written), allowing you to connect authentically with guests and colleagues and effectively convey hotel offerings.
• Strong leadership and coaching abilities, with a proven track record of inspiring and developing a high-performing team.
• Highly "empathetic," "approachable," and "genuine" in all interactions, building trust and rapport with guests during their booking journey.
• Unwavering attention to detail and a commitment to flawless execution, vital for achieving and maintaining Forbes 5-Star service standards.
• Excellent analytical and problem-solving skills, with a keen eye for detail in managing reservations and data.
• "Results-oriented" with strong organizational skills, ensuring reservations processes are flawlessly executed.
• Ability to multi-task, prioritize, and work effectively in a fast-paced environment while maintaining composure and an "accountable" approach.
• A strategic thinker with a sales-driven mindset, constantly seeking creative ways to maximize revenue and enhance the guest's booking experience.
• A true team player & "connector," fostering a collaborative and supportive environment within the Reservations department and with other hotel teams.
• "Well-presented" and professionally groomed at all times, embodying the elegance and sophistication of the Fairmont brand.