Reservations Manager

About the role

The Reservations Manager position is responsible for executing the Reservation Department's policies and procedures and managing the daily operation. Key responsibilities include maintaining reservation standards, conducting standards testing, partnering with WRO to ensure efficient execution of Reservations calls, providing feedback on WRO test calls, maximizing efficiencies to optimize revenue opportunities, serving as the technical expert on various systems, displaying integrity and professionalism, interviewing, training, and scheduling the Reservations team, conducting performance evaluations, managing labor and expenses, reviewing and analyzing call volume reports, and taking appropriate actions.

Responsibilities

• Maintain reservation standards
• Conduct standards testing including call observation
• Partner with WRO to ensure efficient execution of Reservations calls in accordance with Four Seasons standards
• Conduct regular WRO test calls and provide timely feedback
• Works in conjunction with hotel leadership to maximize efficiencies to optimize revenue opportunities
• Serves as the technical expert on a variety of systems that provide infrastructure for hotel operations
• Display a high level of integrity and professionalism at all times in dealing with guests and employees
• Interviews, trains and schedules the Reservations team
• Counsels and provides performance management as needed
• Effectively manage labor and expenses for the department, in accordance with established budget guidelines
• Review/analyze call volume (ACD) reports including abandonment rate, and take action as appropriate

Requirements

• 3-5 Years luxury Hotel/Resort leadership experience in Reservation Sales or Front Office strongly preferred
• Able to motivate and train a team of call center sellers to achieve revenue targets and maintain brand and Forbes standards
• Able to provide unwavering customer service, strong personal presentation
• Able to analyze, prioritize, organize, multi-task and follow up with a strong sense of urgency
• Excellent interpersonal and communication skills, both in person and by telephone
• Strong working knowledge of computers including but not limited to Microsoft 360, Salesforce and Opera PMS

Qualifications

Must have the ability to work flexible hours, including weekends and holidays, and be available to travel as needed.

Skills

• Customer Service
• Team Leadership
• Technical Expertise
• Financial Management
• Communication Skills
• Computer Proficiency

Benefits

• Annual Salary: $72,000-$75,000
• Medical, vision and dental insurance
• Complimentary life insurance
• Short-term disability insurance
• Paid time off and holiday
• 401k Retirement Plan
• Exciting training and development opportunities
• Complimentary employee meals
• Complimentary room nights at Four Seasons hotels around the world
• Discounted employee parking
• And much more!

Miscellaneous

• Work authorization in the United States required
• Four Seasons is an Equal Opportunity, Affirmative Action employer
• Under Maryland law, an employer may not require or demand, as a condition of employment, prospective employment or continued employment, that an individual submit to or take a lie detector or similar test