THE JOB with Gayvonne Smith
Reservation manager, The Fairmont Hamilton Princess Hotel
I respond to client's requests for reservations via telephone, e-mail and other sources in a timely manner. I ensure that the arrival checklist is updated daily and any inconsistencies are investigated immediately, as well as communicate with higher management to show that revenues and booking rates are being maintained efficiently. I liaise with front office, sales and catering to ensure that the highest level of guest service is maintained while maximum profit is generated. I also oversee group reservations and work closely with our conference service department. I audit travel agent commissions weekly and maintain The Fairmont Hamilton Princess website. In addition, in the absence of the director of revenue, I manage inventory status and make timely appropriate changes.
What is your job?
The best part of the job is providing excellent service and knowing that you have added something special to a family vacation, honeymoon or anniversary. I like that we give our customers value for their dollar while still maintaining the Fairmont standards that returning guests have already experienced.
What is your favourite part of the job?
I don't have a least favourite as the hotel industry is the most unpredictable working environment. Many view positions in hospitality and tourism as seasonal and as the Reservation Manager, I have to look for ways to improve on selling the property over the telephone, website and via e-mail to make sure guests are coming to our lovely Island and experiencing our hospitality all year long
What is your least favourite part of the job?
The most interesting experience was when adult family members arranged for their parents to celebrate their 57th wedding anniversary at The Fairmont Hamilton Princess. They came here on their honeymoon and had not been back since. As one of the parents had health issues the year prior, we worked with their children to ensure that when they arrive it would be smooth sailing and a vacation that would be as memorable as the first time. While here, they met family members of the Talbot Brothers, as this was the band that they listened to when they honeymooned here.
What is your most interesting experience on the job?
I started my first job in this industry at the age of 20 as a front desk agent. I left the industry for about four years and came back as customer service and hospitality are my passions.
What would you be doing otherwise?