Reservations Manager
On-siteHamilton, Ontario, Canada or Hamilton, Hamilton City, Bermuda
Job Summary
Provide strategic leadership for the reservations department, ensuring alignment with commercial goals and brand standards. Oversee daily operations, including staffing, scheduling, training, and quality assurance, while monitoring 90-day inventory and enforcing standard operating procedures. Partner with Revenue Management to optimize conversion, ADR, and channel performance, leveraging guest data to drive personalization and targeted selling strategies. Train and mentor a high-performing team to deliver anticipatory service reflective of Fairmont's luxury standards. Ensure strict adherence to health and safety protocols established by Accor, local authorities, WHO, and CDC.
Required Qualifications
- Bachelor's degree in Hospitality Management, Business, or a related field
- Minimum 3 years of progressive leadership experience in hotel reservations or operations within a luxury hospitality environment
- Proven ability to develop and execute departmental strategy
- Experience implementing or optimizing reservation technology platforms, integrations, and automation workflows
- Expertise in ACRS, Opera Cloud, Microsoft Windows, and Passkey
- Knowledge of data privacy standards, PCI compliance, and secure handling of guest information
- Analytical mindset with the ability to translate data into actionable strategies
- Exceptional communication, leadership, and stakeholder management skills
- Highly responsible, reliable, and detail‐oriented
- Ability to perform effectively under pressure in a fast‐paced environment
- Strong team collaboration skills
- Strict adherence to all Health & Safety training, guidelines, and work practices before, during, and after any epidemic as established by Accor, local government, WHO, and CDC
- Flexibility to perform additional duties, tasks, and assignments as required
Desired Qualifications
- Background in Forbes Five‐Star or AAA Five Diamond environments preferred
- Strong understanding of distribution channels, OTA strategies, and digital booking behavior
- Deep knowledge of luxury guest expectations and personalized service delivery
- Demonstrated ability to elevate service culture through emotional intelligence, personalization, and brand storytelling
- Strong understanding of guest recovery, complaint resolution, and cross‐department collaboration
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