- Handle all reservation enquiries via phone, email, and online channels with professionalism and luxury鈥慳ligned service
- Convert enquiries into confirmed bookings through personalised recommendations and confident product knowledge
- Maintain accurate guest profiles, ensuring preferences, requests, and loyalty details are captured correctly
- Coordinate with Front Office, Sales, and Revenue teams to support smooth operations and guest satisfaction
- Manage room allocations and special requests with attention to detail and operational awareness
- Support VIP and special鈥慳ttention bookings, ensuring bespoke arrangements and flawless communication
- Process payments, deposits, and billing information in line with Fairmont and UK financial procedures
- Respond to guest queries regarding rates, packages, availability, and hotel facilities
- Promote upsell opportunities including room upgrades, dining experiences, spa treatments, and special packages
- Ensure accuracy of all reservations data within the PMS and booking systems
- Assist with group reservations, events blocks, and corporate bookings as required
- Support service recovery by resolving booking issues with discretion and confidence
- Participate in daily briefings to stay informed on occupancy, promotions, and operational priorities
- Uphold Fairmont grooming, communication, and service standards at all times
- Contribute to a positive, collaborative, and guest鈥慺ocused environment within the Reservations and Front Office teams
Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.