Senior Reservations Manager

About Four Seasons :

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return.

Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart.

We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves.

Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime.

It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location :

The city's newest skyscraper located in the heart of the back bay. A cutting-edge 61-storey skyscraper in the heart of Back Bay, Four Seasons Hotel One Dalton Street, Boston is vibrant, modern and stylish.

Stay with us to experience a new kind of urban chic, complete with a stunning Wellness Floor and the world-renowned Japanese izakaya-inspired restaurant, Zuma.

About Four Seasons :

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return.

Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart.

We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves.

Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime.

It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location :

The city's newest skyscraper located in the heart of the back bay. A cutting-edge 61-storey skyscraper in the heart of Back Bay, Four Seasons Hotel One Dalton Street, Boston is vibrant, modern and stylish.

Stay with us to experience a new kind of urban chic, complete with a stunning Wellness Floor and the world-renowned Japanese izakaya-inspired restaurant, Zuma.

The city's newest skyscraper located in the heart of the back bay. A cutting-edge 61-storey skyscraper in the heart of Back Bay, Four Seasons Hotel One Dalton Street, Boston is vibrant, modern and stylish.

Stay with us to experience a new kind of urban chic, complete with a stunning Wellness Floor and the world-renowned Japanese izakaya-inspired restaurant, Zuma.

Located in the heart of the Back Bay, Four Seasons Hotel One Dalton Street, Boston’s glass skyscraper soars above the city as the third tallest building in Boston.

• The Hotel’s 215 spacious guest rooms and suites feature floor-to-ceiling windows with views across the city. Other amenities include The Wellness Floor, a five-star urban spa destination;
• chic restaurants including brunch hotspot One + One; Trifecta, the stunning restaurant and cocktail lounge featuring Boston’s best cocktails and delicious New England fare;

and more than 10,000 square feet of dedicated meeting and event space. One Dalton is also home to 160 beautifully designed private residences that boasts unobstructed views of the city, Charles River, Boston Harbor and out to the Berkshire Mountains and shores of Cape Cod.

The Opportunity :

Looking for an exciting opportunity to join a world-class team and work in one of Boston's most luxurious hotels? Look no further than the Four Seasons Hotel One Dalton Street Boston!

Senior Reservations Manager :

KEY KNOWLEDGE

• Proficient in verbal / written English, proficiency in another language is helpful.
• Computer literate (Knowledge of Opera, Golden and Microsoft Suites)
• Excellent analytical and organizational skills
• Strong leadership and customer service skills

KEY FUNCTIONS

PEOPLE

1. Work quickly in a high-pressure, high-pace environment and ability to multitasks.

2. Always display a high level of integrity and professionalism in dealing with guests and employees.

3. Select and train reservations staff, discipline and recommend succession / termination as necessary, and conduct performance appraisals.

4. Oversee Assistant Reservations Manager and develop them for future leadership role.

5. Conduct follow-up training sessions after test calls and provide timely feedback to reservations staff.

6. Develop and mentor the reservations staff for future advancement.

7. Maintain favorable working relations among employees to promote maximum morale, productivity, and efficiency.

PRODUCT

1. Maintain reservation standards.

2. Conduct standards testing including call observation.

3. Schedule staff according to budget guidelines, while ensuring maximum service to guests.

4. Review and analyze call volume reports including abandonment rate and take-action as appropriate.

5. Work with the Sales Department in handling group bookings, maintaining files, tracing cut off dates, following up on special instructions, etc.

6. Control all suite reservations in conjunction with the Frons Office Manager and ensure special handling of top corporate clients, VIPs and return guests.

7. Ensure that all reservation communication are sent in a timely manner.

PROFIT

1. Enforce the established room and rate availability guidelines to maximize occupancy and revenue.

2. Prepare and distribute staffing forecasts and keep all department heads well informed of any unexpected changes in levels of business.

3. Monitor no show collection with Front Office and Accounting departments.

4. Monitor commission payment with the Accounting department.

5. Apply perfect fill procedures (waitlist, reconfirmation etc.) and coordinate efficiently with Front Office Manager to maximize occupancy and revenue.

6. Tracks and reviews call statistics through call sequencer or automated call distributor (ACD) to manage call abandonment to minimum of 4%.

KEY TASKS

1. Assume responsibility for the execution of the Reservation Department’s policies and procedures and manage the daily operation for two hotels.

Complete all necessary payroll records and labor forecasts. (20%)

2. Select and train reservations staff, discipline and recommend succession / termination as necessary, and conduct performance appraisals. (20%)

3. Provide bi-weekly insights after analyzing call volume, turn-away code, and conversation; includes actionable items and measurable goals to improve or maintain result.

Present during Revenue Strategy Meeting. (10%)

4. Conduct regular test calls and provide timely feedback. (5%)

5. Operate and manage the WRO, Trust and GuestRes system. (5%)

6. Handle and maintain accurate records on pick-up, cancellations, no-shows and sources of reservations. (15%)

7. Create and maintain individual rate codes for each negotiated account as established by the Sales Department. (5%)

8. Ensure all reservations / WRO staff are familiar with all guest rooms, selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions at the hotel and to ensure proper follow-up on all special guest requests. (10%)

9. Handle guest complaints keeping senior management well informed of any problems and action taken. (5%)

10. Maintain connectivity for phone system, Opera, and ORS. Ad Hoc tasks to support assistant managers and team (5%)

Visa Requirements :

Visa sponsorship is not available. Must already be legally permitted to work in the United States. Applicants without valid work authorization for the United States will not be considered.

Some Benefits Four Season Employees enjoy :

• 401(k) Retirement Matching Plan
• Ability to experience our hotels as a guest through the Employee Travel program
• Highly competitive salaries and incentives
• Educational assistance programs, as well as in-house training workshop for all employees.
• Complimentary Life insurance
• Paid Sick Time Off
• Complimentary Employee Meals
• And much more!

We look forward to receiving your application!

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.

To access the 'EEOC is The Law' Information poster please visit this website -

Under Massachusetts 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.

An employer who violates this law shall be subject to criminal penalties and civil liability.

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.

To access the 'EEOC is The Law' Information poster please visit this website - Under Massachusetts 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.

An employer who violates this law shall be subject to criminal penalties and civil liability.