Company Description
Fairmont Dallas, located in the Arts District of downtown Dallas, offers 545 elegant guestrooms and suites, with over 73,000 square feet of banqueting and meeting space. For over 50 years, Fairmont Dallas has been the setting for countless civic, social cultural, convention and corporate events, but more importantly the setting for thousands of memories.
Job Description
Reporting to the Senior Reservations Manager with a dotted line to Rooms leadership, the Reservations & Rooms Coordinator supports daily reservations and front office operations with a strong sense of ownership, attention to detail, and commitment to Fairmont luxury service standards. This role ensures inventory accuracy, seamless pre-arrival coordination, and an elevated guest experience from booking through arrival.
This role serves as a key operational liaison between Reservations, Front Office, and Revenue Management supporting room inventory coordination, VIP and special request handling, group rooming list accuracy, and system hygiene within PMS and reservations platforms. This position is execution-focused, non-managerial, and designed to strengthen collaboration across Rooms functions while developing operational expertise.
Focus:
Operational execution and ownership of same‑day arrival readiness, inventory and data accuracy, luxury service delivery, pre‑arrival challenge resolution, and cross‑departmental partnership.
Reservations & Front Office Coordination
- Ensure guest communication related to arrivals, room readiness, and special requests meets Fairmont luxury tone, accuracy, and response‑time standards.
- Support daily reservations activities including booking accuracy, modifications, cancellations, and inventory coordination.
- Own coordination and follow‑through for same‑day arrivals, ensuring room readiness, special requests, and guest preferences are accurately reflected prior to arrival.
- Monitor and manage the Reservations inbox, ensuring timely, accurate responses, and brand‑appropriate guest communication.
- Identify and assist in resolving OTA discrepancies, duplicate profiles, and reservation inconsistencies prior to arrival.
- Monitor and manage Opera traces and task follow‑ups related to arrivals, room changes, billing instructions, and guest preferences.
- Assist with managing group blocks, rooming lists, cut‑off dates, and inventory controls in partnership with Sales, Conference Services, Catering, Reservations and Front Office.
- Assist in handling VIP reservations, special requests, and pre‑arrival coordination as needed.
- Ensure routing and billing instructions are accurate and aligned with reservations, group contracts, and guest profiles prior to arrival.
- Maintain up‑to‑date knowledge of room types, packages, promotions, seasonal offers, and hotel amenities to support accurate selling and guest guidance.
- Ensure guest profile accuracy and preference details are reviewed and validated as part of daily arrival preparation.
Rooms Inventory & Pre-Arrival Support
- Support daily room inventory accuracy in Opera PMS, including reconciliation of room types and availability.
- Partner with Front Desk and Housekeeping to support smooth room flow during high-occupancy periods.
- Provide active operational support during sellout dates, high‑occupancy periods, and compression nights.
- Assist Front Office leadership with daily arrivals preparation, occupancy planning, room prioritization, and room reassignment under established guidelines.
- Support room assignment strategy for VIPs, early arrivals, extended stays, and special accommodations.
- Escalate complex overbooking decisions, guest displacement scenarios, or service recovery needs to Front Office leadership in accordance with established guidelines.
Guest Profile & Data Integrity
- Ensure guest profiles are accurate and up to date, including preferences, loyalty status, special requests, and stay history.
- Support proactive resolution of pre-arrival opportunities related to room type, rate discrepancies, preferences, and booking channel errors, escalating when appropriate.
Group & Business Support
- Coordinate with Sales, Catering, Conference Services, and Front Office teams to support group arrivals and VIP blocks.
- Assist in ensuring group data and billing instructions are accurately reflected in PMS.
- Partner closely with Revenue Management to support inventory alignment, arrival patterns, and guest priority handling during peak demand periods.
- Support Loyalty and VIP recognition efforts by ensuring status, preferences, and amenities are accurately reflected and communicated prior to arrival.
- Assist in identifying repeat guests, VIPs, and special occasions to support personalized pre‑arrival planning.
Guest Experience & Service Support
- Demonstrate consistent luxury service awareness, attention to detail, and proactive problem‑solving throughout the pre‑arrival and arrival experience.
- Take ownership of assigned tasks and ensure follow‑through to resolution in a timely and professional manner.
- Support handling of pre‑arrival and arrival‑related guest concerns in alignment with Fairmont service standards.
- Monitor guest feedback related to the arrival experience and escalate trends or service gaps to leadership.
Guest Preference Alignment & Premium Room Support
- Identify opportunities to support room upselling, premium room placement, and pre-arrival premium room and amenity coordination initiatives.
- Support Rooms Division revenue goals through effective room category management and guest preference alignment.
- Assist in promoting hotel packages, upgraded accommodations, and value-added amenities during the pre-arrival process.
Systems & Operational Support
- Perform routine system checks ensuring reservations and room data accuracy.
- Assist with troubleshooting basic system discrepancies.
- Escalate system or inventory issues to leadership for resolution.
Other Responsibilities
- Support special projects related to rooms operations and guest experience.
- Maintain confidentiality of proprietary information and protect company assets.
- Participate in training and cross-departmental initiatives.
- Perform other reasonable job duties as assigned.
Qualifications
- Strong written and verbal communication skills
- High attention to detail and organizational skills
- Service-oriented mindset
- Ability to multitask and collaborate across departments
- Prior Front Office or Reservations experience preferred
- Experience with Opera PMS preferred
Physical Demands
- This position requires the ability to focus attention on guest needs, remaining calm and courteous.
- Occasional standing, walking, lifting and carrying up to 20 lbs.
- Perform other reasonable job duties as requested.
Required Education and Experience
- Bachelor’s degree in Hotel Management, Finance, Accounting, Mathematics, or related field preferred; equivalent hospitality experience considered.
- Hospitality industry experience preferred; reservations and/or front office experience strongly preferred
Visa Requirements: Must provide proof of eligibility to work in the United States.
Additional Information
Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
What’s in it for you:
- Paid time off
- Medical, Dental and Vision Insurance, 401K
- Complimentary Shift Meal
- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academy designed to sharpen your skills
- Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
- Career development opportunities with national and international promotion opportunities
