Company Description Who We Are: Join the team at Fairmont Banff Springs. Set in one of Western Canada’s most spectacular alpine destinations, Banff offers a unique community of hospitality enthusiasts, outdoor adventure seekers, artists, entertainers, and families alike. It's the perfect work/life combination.   Job Description We are seeking a highly energized, organized and passionate hospitality leader to lead our Room Reservations team at the Castle in the Rockies.
The Reservations Manager is responsible for the overall leadership and performance of the department, ensuring an exceptional booking experience, effective inventory management, strong colleague engagement and seamless collaboration across the hotel. Reporting to the Director of Rooms, the Reservations Manager provides strategic and operational leadership for the Reservations department, balancing guest experience, commercial opportunities, operational requirements and colleague development.
As a Department Head within the Rooms Division, this role serves as a key resource for reservations, guestroom inventory, market segments and reservation systems while partnering closely with Revenue Management, Sales and hotel operations. Competitive Salary: $78,000-$80,000 gross annually, based on previous experience & education Job Duties Include: Lead the daily operation of the largest in-house Reservations department within the NCA region, including Reservations Agents, Coordinators and the Assistant Reservations Manager, ensuring consistent service, productivity and operational excellence.
Provide overall leadership for departmental staffing, scheduling, payroll, labour forecasting and colleague development, ensuring resources are effectively aligned with business volumes and operational requirements. Oversee guestroom inventory management and room allocation, utilizing sales and inventory reporting to proactively identify concerns, manage at-capacity and oversold dates, and partner with Revenue Management, Front Office and key stakeholders on inventory solutions, reversals and guest relocations.
Partner closely with Sales, Revenue Management, PR, Marketing and Operations to develop and execute packages, rates, promotions and operational processes that support both commercial objectives and the guest experience. Build and maintain strong relationships with group organizers, Sales Managers, Conference Services Managers, tour and wholesale partners, and other key stakeholders to ensure accurate execution and a seamless reservation and arrival experience.
Serve as the departmental subject-matter resource for reservation systems, processes, market segments, room products, rates and policies, ensuring consistent knowledge, training and execution across the team. Lead recruitment, onboarding, training, performance management and ongoing development of year-round and seasonal Reservations colleagues and leaders. Coach and develop the Assistant Reservations Manager, Coordinators and Reservations Agents, establishing clear expectations, accountability and meaningful development and succession opportunities.
Manage escalated guest concerns related to reservations, ensuring timely resolution, appropriate service recovery and effective follow-up through SCORE. Develop and manage departmental incentive and recognition programs that strengthen colleague engagement while supporting productivity, revenue and commercial objectives. Champion Employee Engagement Survey initiatives and departmental action planning, fostering an inclusive, accountable and high-performing team culture.
Ensure effective departmental communication through daily briefings, regular department meetings, leadership communication and consistent pass-on of operational priorities. Monitor departmental performance and key business trends, identifying and implementing process improvements that enhance efficiency, booking accuracy, guest satisfaction and revenue performance. Provide operational support t