Reservations Agent II Unrestricted (Full-time)

Company Description

Recognized as the #1 Best Canadian Hotel in Travel + Leisure's 2024 World's Best Awards, Fairmont Empress is located in Victoria, BC, overlooking the city's sparkling Inner Harbour. A Forbes recommended and MICHELIN key hotel that offers 431 beautifully appointed guest rooms and suites, Fairmont Spa with signature West Coast experiences, and Q at the Empress featuring Pacific Northwest cuisine, an award-winning wine list, and regionally focused cocktail culture. World-famous Tea at the Empress is served in the Lobby Lounge with stunning harbour views.

The magnificent property completed a $60+ million restoration in 2017 that celebrated its proud history while moving the hotel into a new era of modern luxury and transforming the iconic property into a must-visit destination. In 2023, the property introduced a revamped Fairmont Gold Experience, including a major renovation to the Fairmont Gold floor. 88 Fairmont Gold rooms and a newly renovated lounge are ready to accommodate guests. Located on Vancouver Island, Canada's Castle on the Coast is the ideal starting point to explore British Columbia's stunning natural and expansive beauty. Historic Hotels Worldwide recognizes the property's prestigious grounds as the Top 25 Most Magnificent Gardens in the World.

Job Description

What is in it for you:  

• Employee benefit card offering discounted rates at Accor properties worldwide and additional benefits for Fairmont and Raffles colleagues
• Exclusive Employee and Friends & Family Discounts at Fairmont Empress Hotel
• Exclusive access to the Pacific Northwest Food & Beverage Discount Program with 50% off at our dining destinations in Vancouver, Victoria, and Whistler
• Opportunity to develop your talent and grow within your property and across the world! 
• Complimentary meal during your shift through our Colleague Dining Program 
• Complimentary uniform laundering
• Access to our comprehensive benefits and wellness programs, including extended healthcare benefits and RMT, dental, vision, and complimentary counseling, wellness sessions, financial and family planning through LifeWorks
• Access to our company-matched Defined Contribution Pension Plan (DCPP)
• Opportunity to develop your talent through coaching and our Leadership Mentoring Programs
• Hourly pay rate of $27.65 to 31.60

What you will be doing:

• Using professional and service-oriented sales techniques, book Food & Beverage outlets reservations and guestrooms, to maximize hotel revenue and the guest experience for both internal and external guests through email, telephone and face-to-face encounters
• Promote, co-ordinate and sell resort and family activities as advertised within the hotel, for both internal and external guests
• Assist guests with their entire resort experience, including transportation suggestions, activities and local attractions
• Utilize appropriate software programs to create and execute group, tour and individual bookings for all market segments
• Prepare professional written correspondence for distribution to guests, travel agents, booking agents and others as required 
• Prepare rooming list reports and other related reports as requested by Hotel departments .
• Conduct Food and Beverage administrative tasks: bookings, preparation of F&B contracts, pre-arrival calls for F&B guests and co-ordinating F&B group reservations
• Record all details on reservations and correctly flag action items; follow up with other departments to ensure delivery of Hotel’s promised services. Conduct periodic checks to ensure accuracy of reservation information in Hotel Reservation information systems
• Keep abreast to hotel communications to ensure that all information provided for guests is accurate and up to date
• Co-ordinate the pre-arrival portion of transient guest packages. Confirm details with the guests, communicate with third party vendors, ensure all aspects are professionally handled with both the guest and operation needs in mind. Conduct pre-arrival calls for non-packaged hotel guests, as required.
• Assist Reservations Team Leader in training new Restaurant Manager users
• Assist the Reservations department with all market segment reservations 
• Assist the F&B Sales Manager, as directed, with promotions, planning and organization of special events, festive season activities, and tracking of other sales initiatives
• Assist Group Co-ordinator and/or Tour Co-ordinator with group, convention and tour bookings, for both rooms and Food and Beverage
• Perform other duties as assigned

 

Qualifications

Your experience and skills include:

• High School Diploma with one-year recent experience as a Reservation Agent in a luxury hotel or Equivalent education, training, experience in a luxury travel environment
• Comprehensive knowledge of the Hotel operations, guest services, Room products, F&B products – i.e. menu content, special features and current operational parameters
• Previous experience as a Front Desk/ Reservation Agent is an asset
• Comprehensive and current knowledge of local attractions, events, restaurants and transportation
• Fluent English language skills; both written and verbal. Ability to communicate in a professional business manner, both verbally and in writing
• Commitment to provide excellent service and exceed guests expectations with a history of providing exceptional guest service
• Demonstrated ability to work well individually and as a part of a team
• Demonstrated ability to work well with minimal supervision
• Ability to effectively problem solve and make decisions in a personable and confident manner
• Ability to manage and execute multiple tasks within strict deadlines
• Proficiency with Windows, Excel and Word

Additional Information

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

Your team and working environment:  Welcome to Canada’s Castle on the Coast. The Empress Hotel sits proudly at the centre of culture and history in Victoria, British Columbia. This is the best of all worlds – where contrast meets distinction, opulence blends harmoniously with the understated and fabled history meshes with contemporary affairs. This award-winning Victoria hotel and National Historic Site is an alluring blend of classic and contemporary, vintage and cutting-edge: Where Modern meets Iconic. Come join our wonderful team of hospitality experts!

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS