Director of Reservations
Four Seasons HotelsNaples, FL, USjob_description.job_card.30_days_ago
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job_description.job_card.job_descriptionPre-opening experience, project, and stakeholder management. Excellent personal presentation and interpersonal skills. College degree required. Requires working knowledge of department operations as well as Four Seasons cultural and core standards, policies, and standard operating procedures. Previous experience in Rooms Division or Sales and Marketing. Previous reservations experience an asset. Proficient in computer use (Knowledge of Opera, ACD and other Operating systems an asset). Excellent verbal skills in English, proficiency in another language is helpful. Pleasant telephone voice and manner. This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends, and holidays. Day and evening shifts. Lucrative salary! Market-leading benefits package that includes : Medical, Dental, Vision, and 401K with employer matching all starting at 30 days! Time off plans starting on the day of hire! An opportunity to be a 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! Embracement and promotion of diversity in our workplace! Complimentary employee meals and beverages! Tuition reimbursement!
Director Of Reservations
The Director of Reservations oversees and manages the Reservations department staff, ensuring smooth operations, high performance, and exceptional service.
What you will do :
- Be a part of the pre-opening team.
- Oversee the execution of policies and daily operations of the Reservations and Communications (ResComm) Department.
- Maintain reservation standards for rooms, dining, and spa, including conducting call observations and standards testing.
- Coordinate call testing with third-party companies, including scheduling and expectations.
- Manage department labor to standard through regular reviews.
- Analyze call volume (ACD) reports, including abandonment rates, and take appropriate action.
- Manage the ResComm staff incentive program, compiling and publishing monthly results.
- Enforce room and rate availability guidelines to maximize occupancy and revenue.
- Oversee OTA reservations systems and group bookings, ensuring proper tracking, maintenance, and follow-up.
- Support Group Rooms Coordinator and Guest Recognition Program.
- Oversee suite reservations, ensuring special handling for VIPs, corporate clients, and return guests.
- Maintain the phone system, addressing issues and training staff.
- Monitor no-show collections and commission payments with Front Office and Accounting.
- Ensure accurate reservation confirmations and system updates.
- Manage wake-up calls and maintain records of pick-ups, cancellations, and no-shows.
- Support Revenue Management with OTB reporting, rate codes, and reservation conversion metrics.
- Collaborate with F&B and Spa teams to ensure process adherence and proper information sharing.
- Provide ongoing training on room types, food and beverage offerings, and spa updates.
- Participate in yield and forecast meetings with Sales and Marketing.
- Conduct departmental meetings, provide feedback, and hold one-on-one sessions with ResComm leaders.
- Coordinate the annual Reservations Sales Training Program and ensure staff training on department systems and hotel information.
- Handle guest complaints and keep senior management informed of actions taken.
What you bring :
What we are offering you :
Visa Requirements
US work authorization is required unless the candidate is currently in a managerial position at a Four Seasons location. Current Four Seasons managers may qualify for L-1 visa sponsorship.
Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.
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Director Of • Naples, FL, US