About this role
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. What will you bring to this role?
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, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions: ·
Experience
Minimum 2 years of experience in Reservations and/or Revenue Management; luxury hotel or resort experience preferred.Strong familiarity with distribution channels, OTA management, and call center operations.Experience with Ideas RMS, Opera PMS, Opera Sales & Catering/Delphi, Passkey, CRS/Channel Managers, and OTA extranets (Booking.com, Expedia, etc.) is preferred.Competencies, Knowledge & Skills
Strong analytical and problem-solving skills with the ability to interpret data and make strategic recommendations.Excellent leadership, communication, and interpersonal skills.Proven ability to manage multiple priorities in a fast-paced environment.Strong understanding of revenue management principles, forecasting, and market segmentation.Detail-oriented with a commitment to accuracy and operational excellence.Personal Attributes, Culture & Values
Highly responsible, organized, and solutions driven.Thrives in collaborative, multicultural environments.Adaptable, proactive, and comfortable working under pressure.Embrace the Fairmont brand promise and luxury in your role and in all your interactions. Foster an inclusive environment where every individual feels valued and respected.Create an environment where colleagues are empowered, supported and recognized.Circumstances
Flexibility to work a variety of shifts including evenings, weekends, holidays, and extended hours as required by operational needs. 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. Add any other benefits relevant to your property.
What’s in it for you?
As part of Accor, a global hospitality leader with over 5,500 hotels worldwide, you’ll enjoy:
Opportunities for growth and development, mentorship, and international mobilityHealth insurance, retirement savings plans, and comprehensive wellness programsWorldwide travel discounts and preferred rates across the Accor portfolioA supportive, inclusive culture grounded in respect, teamwork, and professional developmentStart your journey with us today and explore the possibilities! #BeLimitless
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.
Your team and working environment:
Fairmont Southampton is a premier luxury resort and regarded as a leader in the hospitality industry. Our mission is to turn moments into memories for our Guests. An exciting hospitality career awaits you if you are committed to providing our Guests with an authentically local experience through providing warm and engaging service.
Our Heartists work cohesively as part of the team in a demanding, multi-cultural diverse environment.
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.