We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Reservations & Revenue Manager. The Reservations & Revenue Manager plays a critical role within the Commercial team, reporting directly to the Assistant Director of Revenue Management. This leader oversees the day-to-day operations of the Reservations Department both Leisure and Group 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.
Key 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 Executives; assist during peak periods 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 by the Director of Revenue Management or Director of Commercial Strategy.
- Processing all Transient Commissions in a timely manner and maintaining communication with Travel Agents on payment statuses.