Reservations & Royal Service Manager

Company Description

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

Fairmont Palliser | A Legacy of Excellence, A Future of Possibility

For over a century, Fairmont Palliser has stood as Calgary’s most iconic hotel—a symbol of timeless elegance, heartfelt hospitality, and deep community roots. Since opening in 1914, we have welcomed dignitaries, trailblazers, and generations of guests with impeccable service and unforgettable experiences.

Our story is woven into the fabric of Calgary’s history, and our people are at the heart of it all. At Fairmont Palliser, we believe in creating a workplace where tradition meets innovation, where careers are cultivated, and where everyone is empowered to thrive. Whether you are just beginning your journey in hospitality or bringing years of experience to the table, here you will find a team that values connection, excellence, and purpose.

Join us in delivering elevated experiences and be part of a legacy that continues to shape the future of hospitality in Calgary.

About the Application Process:

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

Job Description

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

The Reservations & Royal Service Manager is responsible for the strategic and operational leadership of the Reservations & Royal Service department, overseeing reservation management, guest communications and service delivery throughout the guest journey. In collaboration with revenue management, sales and marketing and rooms division leaders, this role drives revenue optimization, operational efficiency and exceptional guest satisfaction. Through effective leadership, colleague development and continuous process improvement, the Reservations & Royal Service Manager fosters a culture of accountability, empowerment and personalized luxury service. Reporting to the Director, Front Office.

Key Responsibilities

Reservations & Royal Service Management

• Oversee the daily operations of the Reservations & Royal Service department, ensuring accuracy, efficiency, and compliance with Fairmont and Accor standards.
• Manage individual and group reservations, ensuring accurate booking details, room allocations, billing instructions, special requests, and guest preferences are maintained throughout the reservation lifecycle.
• Coordinate group reservations, room blocks, pickup, wash, rooming lists, attrition, and cutoff dates, ensuring timely follow-up and communication with clients and internal stakeholders.
• Partner closely with Revenue Management and Sales & Marketing to maximize occupancy, revenue, profitability, and guest satisfaction.
• Maintain rate integrity, inventory controls, room availability, and distribution channel accuracy through ongoing collaboration with Revenue Management.
• Oversee rate loading, package creation, promotional offers, negotiated rates, and third-party rate accuracy.
• Monitor reservation forecasts, booking pace, pickup trends, and operational reports, identifying opportunities and risks while implementing strategies to support hotel performance.
• Coordinate inventory management during peak demand periods and compression dates.
• Process travel agent commission inquiries and payments in accordance with established policies.
• Maintain effective communication with the Global Reservation Centre (GRC), ensuring hotel information, reservation standards, and booking processes remain accurate and current.
• Foster a culture of ownership and empowerment, ensuring colleagues confidently resolve guest inquiries and concerns with minimal transfers or escalations.
• Oversee the effective use of Alice and other guest communication platforms to enhance service delivery, operational efficiency, and guest engagement.
• Respond to escalated guest concerns, ensuring timely resolution, appropriate service recovery, documentation, and follow-up.
• Review daily arrivals, VIP profiles, guest preferences, and special requests to ensure personalized guest experiences and seamless arrival preparation.
• Oversee pre-arrival guest experience initiatives, including amenity coordination, welcome communications, guest correspondence, and related administrative activities.
• Champion the ALL – Accor Live Limitless loyalty program, ensuring consistent member recognition, benefit delivery, and colleague knowledge across the hotel.
• Lead training initiatives that promote guest service excellence, loyalty program awareness, and consistent use of guest communication tools

Systems, Process & Operational Excellence

• Serve as the hotel’s Opera Cloud Champion, providing system expertise, colleague training, troubleshooting support, and ensuring adherence to established procedures.
• Act as the primary liaison with Accor Property Systems teams on system enhancements, issue resolution, and operational support.
• Develop, maintain, and regularly review departmental Standard Operating Procedures (SOPs).
• Identify opportunities to improve processes, increase efficiency, strengthen communication, and enhance the overall guest experience

Leadership & People Management

• Lead, coach, mentor, and develop Reservations and Royal Service colleagues, fostering accountability, collaboration, and continuous improvement.
• Oversee recruitment, onboarding, training, scheduling, payroll administration, and performance management in alignment with operational and budgetary requirements.
• Conduct regular performance reviews, provide meaningful coaching and feedback, and support colleague development and career growth.
• Drive engagement initiatives to create an inclusive, supportive, and positive workplace culture.
• Facilitate departmental meetings and communication forums to maintain alignment, engagement, and awareness of key priorities.
• Recognize and celebrate colleague achievements while promoting a culture of trust, respect, and professional growth.

Additional Responsibilities

• Provide operational support across the Rooms Division as required.
• Perform Duty Manager responsibilities when assigned.
• Promote a safe and healthy work environment through compliance with workplace health, safety, and security standards.
• Perform other duties and responsibilities as assigned by hotel leadership.

Qualifications

What will you bring to this role?

• Minimum of two years of experience in a Front Office, Reservations, or Rooms Division Management role, or equivalent experience demonstrating strong supervisory and leadership capabilities
• Proven ability to lead, develop, motivate and inspire colleagues while fostering a culture of accountability and engagement.
• Advanced knowledge of Opera Cloud, CRS and MS Office required
• Ideas and Dayforce system knowledge are an asset.
• Experience in managing third-party distribution channels, online travel agencies (OTAs) and other booking platforms.
• Strong commercial acumen, with the ability to analyze statistical and operational data, identify trends and develop actionable strategies
• Highly organized, detail-oriented and adaptable, with the ability to manage competing priorities and deliver results in a fast-paced environment.
• Demonstrated initiative, sound judgement and decision-making abilities, with the confidence to independently manage projects and operational challenges.
• Excellent interpersonal, written and verbal communication skills, with a professional demeaner and exceptional telephone etiquette.
• Strong collaborative skills, with the ability to build effective relationships across all levels and departments.
• A passion for luxury hospitality, guest experience and exceeding expectations through personalized and anticipatory service.
• Post-secondary education in Hotel Management, Hospitality, or a related discipline preferred.

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.