The Reservations Manager plays a pivotal role in ensuring the seamless execution of hotel reservations and guest services.
This individual oversees the Reservations department, guaranteeing smooth operations, high performance, and exceptional service standards.
* Key responsibilities include overseeing pre-opening preparations, executing policies, and managing daily operations of the Reservations and Communications Department.
* Maintaining reservation standards for rooms, dining, and spa, including conducting call observations and standards testing.
* Coordinating call testing with third-party companies, scheduling, and expectations.
Key Performance Indicators:
* Call volume (ACD) reports, abandonment rates, and taking appropriate action.
* Managing department labor to standard through regular reviews.
* Analyzing call metrics and implementing improvements.
* Maintaining room and rate availability guidelines to maximize occupancy and revenue.
* Overseeing OTA reservations systems and group bookings, ensuring proper tracking, maintenance, and follow-up.
* Supporting Group Rooms Coordinator and Guest Recognition Program.
* Maintaining suite reservations, ensuring special handling for VIPs, corporate clients, and return guests.
* Maintaining the phone system, addressing issues, and training staff.
* Monitoring no-show collections and commission payments with Front Office and Accounting.
* Ensuring accurate reservation confirmations and system updates.
* Managing wake-up calls and maintaining records of pick-ups, cancellations, and no-shows.
* Supporting Revenue Management with OTB reporting, rate codes, and reservation conversion metrics.
* Collaborating with F&B and Spa teams to ensure process adherence and proper information sharing.
* Providing ongoing training on room types, food and beverage offerings, and spa updates.
* Participating in yield and forecast meetings with Sales and Marketing.
* Conducting departmental meetings, providing feedback, and holding one-on-one sessions with ResComm leaders.
* Coordinating the annual Reservations Sales Training Program and ensuring staff training on department systems and hotel information.
* Handling guest complaints and keeping senior management informed of actions taken.
About This Role:
This is an exciting opportunity to join a dynamic team and take on a challenging leadership role in hotel reservations and guest services.
Requirements:
* Pre-opening experience, project management, and stakeholder engagement.
* Excellent personal presentation and interpersonal skills.
* A working knowledge of department operations and Four Seasons cultural and core standards, policies, and standard operating procedures.
* Previous experience in Rooms Division or Sales and Marketing.
* Previous reservations experience is an asset.
* Proficient in computer use, particularly Knowledge of Opera, ACD, and other Operating systems.
* Excellent verbal communication skills in English, with proficiency in another language being helpful.
* Pleasant telephone voice and manner.
* Flexible schedule with ability to work all shifts, weekends, and holidays.
Benefits:
* Market-leading benefits package, including medical, dental, vision, and 401K with employer matching.
* Time off plans starting from the day of hire.
* An opportunity to be part of a cohesive team in an inclusive work environment.
* Complimentary and discounted hotel stays around the world.
* Wellbeing and mental health initiatives and focused company culture.
* Embracement and promotion of diversity in the workplace.
* Complimentary employee meals and beverages.
Language: English
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