Reservations & Rooms Controller (Full Time)

Fairmont Hotels & Resorts; Edmonton; On-site; CAD 40,000 - 55,000; Full time

Benefits offered by this job

Medical, Vision & Dental

Pension Plan with employer matching

Employee travel program discounts

Wellness platform

Learning programs

CSR activities

Job summary

Fairmont Hotel Macdonald in Edmonton is seeking a Reservations & Rooms Controller (Full Time) to deliver outstanding guest service. You will manage reservations, room blocks and group bookings while supporting seamless check-in and check-out processes.

The role emphasizes accuracy in payments, revenue upselling, and collaboration with Sales, Catering and Front Office to ensure a superior guest experience. Previous hotel experience is preferred and MS Office skills are essential.

Qualifications

• Service focused personality is essential; hotel experience preferred.
• Strong written and verbal communication skills.
• Computer literate with MS Office; experience with property management systems (LightSpeed) preferred.

Responsibilities

• Provide reservations and room blocking, manage group blocks and check-in/check-out.
• Ensure accurate payment information is recorded.
• Upsell guestrooms and hotel facilities to maximize revenue.
• Maintain daily room inventory and respond to guest requests.
• Coordinate with Sales, Catering, Front Office and other departments.
• Assist guests with hotel facilities and services.
• Support Front Office and Royal Services as needed.
• Adhere to service standards and hotel policies.

Skills

Customer service

Communication skills

MS Office

PMS experience

Tools

LightSpeed PMS

Job description

Your Team and Working Environment

Since 1915, Fairmont Hotel Macdonald has effortlessly delivered timeless luxury in the heart of Edmonton. Nestled above the river valley, the hotel’s charm and elegance have earned it recognition as one of the city’s most sought-after locations, as well as the prestigious MICHELIN Key 2025 and Condé Nast Traveler 2025 Readers’ Choice Awards. World-class service awaits our guest’s every need. Our dedicated team is delighted to assist with a variety of personalized services to ensure guest comfort and convenience are our top priorities. Edmonton's castle offers award-winning, locally-inspired dining, a multi-level health club facility, unforgettable meetings and events, and fairy-tale weddings. At Fairmont Hotel Macdonald, our team takes pride in creating memorable experiences for every occasion. With over a century of hospitality excellence and deep community connections, we continue to uphold the high standards of service that have defined the hotel for generations.

Company Description

Since 1915, Fairmont Hotel Macdonald has effortlessly delivered timeless luxury in the heart of Edmonton. Nestled above the river valley, the hotel’s charm and elegance have earned it recognition as one of the city’s most sought-after locations, as well as the prestigious MICHELIN Key 2025 and Condé Nast Traveler 2025 Readers’ Choice Awards. World-class service awaits our guest’s every need. Our dedicated team is delighted to assist with a variety of personalized services to ensure guest comfort and convenience are our top priorities. Edmonton's castle offers award-winning, locally-inspired dining, a multi-level health club facility, unforgettable meetings and events, and fairy-tale weddings. At Fairmont Hotel Macdonald, our team takes pride in creating memorable experiences for every occasion. With over a century of hospitality excellence and deep community connections, we continue to uphold the high standards of service that have defined the hotel for generations.

Your Team and Working Environment

Since 1915, Fairmont Hotel Macdonald has effortlessly delivered timeless luxury in the heart of Edmonton. Nestled above the river valley, the hotel’s charm and elegance have earned it recognition as one of the city’s most sought-after locations, as well as the prestigious MICHELIN Key 2025 and Condé Nast Traveler 2025 Readers’ Choice Awards. World-class service awaits our guest’s every need. Our dedicated team is delighted to assist with a variety of personalized services to ensure guest comfort and convenience are our top priorities. Edmonton's castle offers award-winning, locally-inspired dining, a multi-level health club facility, unforgettable meetings and events, and fairy-tale weddings. At Fairmont Hotel Macdonald, our team takes pride in creating memorable experiences for every occasion. With over a century of hospitality excellence and deep community connections, we continue to uphold the high standards of service that have defined the hotel for generations.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Job Description

Reservations & Rooms Controller (Full Time)

Showcase your outstanding interpersonal skills as a Reservations Agent & Rooms Controller, where you will provide organizational and administrative support to the team and memorable service to your guests. We are looking for a detail-oriented, multi-tasker that is passionate about hospitality and providing exceptional service.

What You Will Be Doing

• Consistently offer professional, friendly and engaging service while corresponding with guests via various methods in a timely manner


• Book, enter and update room reservation requests & rooming lists, as well as build & maintain group blocks, using the relevant systems to ensure a flawless check-in & check-out process


• Ensure accurate payment information is received and inputted in a timely manner


• Maximize revenue by upselling guestrooms and recommending hotel facilities


• Oversee daily room inventory and assignments, ensuring all guest requests are noted and inventory is balanced


• Liaise and maintain strong working relationships with Sales, Catering, Front Office & other departments as required


• Assist guests regarding hotel facilities in an informative and helpful way


• Assist Front Office & Royal Services as required


• Ensure service standards are met and exceeded


• Follow all departmental and hotel policies, procedures and service standards

Physical Aspects of Position (include but are not limited to):

• Frequent sitting throughout shift


• Occasional lifting and carrying up to 20 lbs


• Occasional kneeling, pushing, pulling, lifting


• Occasional ascending or descending ladders, stairs and ramps


• Ability to focus attention on guest needs, remaining calm and courteous at all time

Qualifications

• Service focused personality is essential; previous customer service experience in a similar setting is required, previous hotel experience preferred


• Proven customer services skills with sophisticated communication skills, both verbal and written


• Computer literate with strong abilities in Microsoft Office is required and prior experience working with a property management system, Light speed or a related system, is preferred


• Excellent interpersonal skills with the ability to connect with others easily, as well as proven problem solving abilities


• Highly responsible and reliable, demonstrating initiative as required


• Ability to work well under pressure in a fast-paced, team-based environment

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining work authorization documents.

What’s In It For You

• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health (up to $5,000/year),for full time permanent status employees


• Defined Contribution Pension Plan with employer matching up to 5% of annual earnings for full time permanent status employees


• Employee travel program with discounts on room rates as well as on food & beverage at Fairmont & Accor properties world-wide


• Comprehensive wellness platform (Greenshield) for employee mental health and wellbeing support


• Learning programs through our Academies designed to sharpen your skills


• Ability to make a difference through our Corporate Social Responsibility activities


• Career development opportunities with national and international promotion opportunities. The sky is your limit

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.