Reservations & Revenue Manager

Company Description

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 colleagues worldwide, we are dedicated to delivering exceptional service, fostering a culture of excellence, and making special happen.

Hotel Overview:

Located in the heart of downtown Fairmont New Orleans will be an impressive new addition to Fairmont's luxury portfolio, offering 250 luxury guest rooms, four food & drink venues, a rooftop pool with expansive views of the city, more than 19,000 square feet of function space, and a 10,000 square-foot spa.

This property is destined to become an illustrious destination in the Central Business District, nearby the city's renowned and historic French Quarter.

The Reservations & Revenue Manager plays a critical role within the Commercial team. This leader oversees the day-to-day operations of the Reservations Department and supports revenue strategy development across all distribution channels. This role ensures accuracy in pricing and inventory, maximizes revenue opportunities, manages key third-party and OTA relationships, and upholds a high standard of guest experience throughout the booking journey. Success in this position requires strong analytical capability, commercial acumen, leadership skill, and a passion for elevating performance. This role assists in implementing tactical efforts, analyzing data, and contributing to strategies aimed at promoting revenue growth generation across key customer segments and revenue centers, while supporting the hotel's brand positioning and image. Additionally, the role assists in ensuring that inventory allocation and pricing parameters are positioned to support the overall revenue goals of the hotel, contributing to maximizing profit.

Responsibilities

Reservations Operations Leadership

* Oversee the daily operations of the Reservations Department, ensuring accurate processing of bookings, modifications, cancellations, and group blocks.

* Guide, train, and support Leisure and Group Reservations; assisting with VIP bookings and complex group needs.

* Ensure the team delivers exceptional service, providing a seamless and positive booking experience for every guest.

* Maintain up-to-date knowledge of all room types, packages, promotions, events, and resort offerings to support accurate selling and guest communication.

Revenue Management & Strategy Execution

* Support the Director of Revenue in executing pricing strategies, forecasting, yield management, and market competitiveness.

* Ensure room inventory, restrictions, and pricing are accurately loaded and maintained across all channels, including CRS, PMS, OTA extranets, and GDS systems.

* Analyze daily pickup, pace, demand patterns, and market trends to identify revenue opportunities.

* Develop and execute revenue-maximizing initiatives, including tactical promotions, merchandising, and channel optimization.

* Prepare and review business performance reports, providing insights and recommendations to leadership.

* Distribution & Channel Management

* Manage relationships with Online Travel Agencies (OTAs), wholesale partners, and third-party travel platforms to ensure optimal exposure and performance.

* Ensure rate parity, content accuracy, and competitive positioning across all distribution channels.

* Partner with Accor Global Reservations, Royal Service, and Central Reservation Offices to optimize call conversion, availability accuracy, and sales performance.

Group & Business Support

* Assist in managing group blocks, rooming lists, inventory controls, and communication with Sales & Events teams.

* Support Sales, Marketing, and PR in promotional initiatives, ensuring accurate rate setup, availability, and package configuration.

* Ensure Passkey, Opera PMS, Ideas RMS, and Sales & Catering systems are properly integrated and aligned.

Guest Experience & Service Quality

* Coach and mentor reservations colleagues on upselling, cross-selling, and service excellence.

* Monitor guest feedback related to the reservations process and implement improvements as needed.

* Support the handling of VIP reservations, special requests, escalations, and pre-arrival communications.

Business Intelligence & Reporting

* Produce, review, and analyze pickup reports, pace reports, no-show patterns, cancellation trends, and booking channel performance.

* Identify risks, demand shifts, and emerging opportunities affecting revenue forecasts.

* Assist with monthly and annual business planning for the Commercial team.

Other Responsibilities

* Stay informed on industry trends, best practices, and emerging technology within reservations, distribution, and revenue management.

* Participate in training, development programs, and cross-departmental initiatives.

* Perform additional duties as assigned.

* Processing all Transient Commissions in a timely manner and maintaining communication with Travel Agents on payment statuses

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions:

* Strong communication skills, both verbal and written

* Dynamic can-do attitude

* Strong analytical skills and attention to detail

* Presents a professional and polished appearance

* Effectively deal with guests and other team members

* Experience with Ideas G3 RMS, Opera PMS, Passkey, or Opera Sales and Catering an asset

* Possessing the trait of being organized and multi-tasking

* Ability to complete work within given deadlines

* Maintain confidentiality of proprietary information and protect company assets

Physical Demands

* This position requires the ability to focus attention on guest needs, remaining calm and courteous. Occasional standing, walking, lifting and carrying up to 20 lbs.

* Perform other reasonable job duties as requested.

Required Education and Experience

* Bachelor degree in Hotel Management, Accounting, Finance, or Mathematic preferred.

* Minimum 3+ years of experience in Reservations and/or Revenue Management; luxury hotel or resort experience preferred.

Visa Requirements: Must provide proof of eligibility to work in the United States.

All your information will be kept confidential according to EEO guidelines.