Reservations Manager

Four Seasons Hotel San Francisco

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

A modern oasis in the city's most exciting location. At the epicentre of San Francisco stands the city's iconic hotel, where business ideas emerge, loved ones connect and life's most important celebrations happen. When you're not shopping at Union Square, enjoying the city's diverse culinary scene or exploring one of the Bay Area's top attractions, unwind in our newly renovated guest rooms, designed to represent the natural beauty of San Francisco's fog, redwood trees and ocean.

Four Seasons Hotel San Francisco overlooks Yerba Buena Gardens and is located just steps away from the City's Financial District, Union Square shopping, the Moscone Convention Center, the Museum of Modern Art, and the Contemporary Jewish Museum, amid the city's finest cultural and dining venues.

The Opportunity

Responsible for the overall management of the Reservations Department and activities of Four Seasons San Francisco to achieve budgeted goals; understanding and applying the principles of occupancy and rate to achieve maximum yield. Liaison for Group reservation specialist and Front office Manager. Maintain relationship and communication with Worldwide reservations office.

This position provides support as a shared role between Four Seasons Hotel San Francisco and Four Seasons San Francisco at Embarcadero.

Responsibilities

This list is not all-inclusive and should only be used as an overview of all actual responsibilities.

• The ability to assume responsibility for the execution of the Reservation Department's policies and procedures and manage the daily operation.
• The ability to maintain reservations core standards.
• The ability to conduct standards testing including call observation.
• The ability to conduct regular WRO test calls and provide timely feedback.
• The ability to work quickly in a high-pressure environment and ability to handle stress.
• The ability to select and train reservations staff, discipline and recommend succession/termination as necessary, and conduct performance appraisals.
• The ability to ensure all reservations staff /WRO staff are familiar with all guest rooms, selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow-up on all special guest requests.
• The ability to conduct follow-up training sessions and provide timely feedback to reservations staff.
• The ability to develop and mentor the reservations staff for future advancement.
• The ability to keep the WRO team well-informed of all changes in hotel policy, services, personnel, special activities etc.
• The ability to order supplies and equipment for the department.
• The ability to control all SAG reservations in conjunction with the Front Office Manager and ensure special handling of top corporate clients, VIPs, and return guests.
• The ability to prepare and distribute daily return guest and monthly recap of percentage of return guests, daily VIP list, and daily arrivals list.
• The ability to schedule staff according to budget guidelines, while ensuring maximum service to guests.
• The ability to complete all necessary payroll records and labor forecasts for review at weekly Labor meetings.
• The ability to handle guest complaints keeping senior management well informed of any problems and action taken.
• The ability to always display a high level of integrity and professionalism in dealing with guests, Catering & Sales department and Sales clients.
• The ability to operate and manage the Group Delphi system.
• The ability to work with the Sales Department in handling group bookings & contracts, maintaining files, tracing cut off dates, following up on special instructions, etc.
• The ability to take appropriate actions to maximize inventory & room revenue by controlling the pickup and cut-off reports for all group contracts.
• The ability to review/analyze call volume (ACD) reports including abandonment rate and take action as appropriate.
• The ability to monitor the Call Abandonment
• The ability to monitor the Call Conversion
• The ability to enforce the established room and rate availability guidelines in order to maximize occupancy and revenue.
• The ability to handle the daily recording of deposit refunds.
• The ability to handle and maintain accurate records of the daily statistics by market segment including daily pick-up reporting.
• The ability to ensure that all reservation confirmations are mailed on a daily basis.
• The ability to create and maintain individual rate codes for each negotiated account as established by the Sales Department
• The ability to establish and maintain the rate code conversion tables between PMS and WRO system.
• The ability to attend and contribute to the yield management meetings held with the Sales and Marketing Department
• The ability to conduct regular Reservations Departmental & WRO meetings.
• The ability to establish relationships with other Reservations Managers in the city as well as in Four Seasons
• The ability to maintain favorable working relationships among employees to promote maximum morale, productivity and efficiency.
• The ability to generate and or run Daily, weekly, and month end reports.
• The ability to assist with the duties of the Director of Revenue Management in his/her absence.
• The ability to respond properly in any hotel emergency or safety situation.
• The ability to complete any project assigned by management.

Minimum Qualifications

Education:

• College degree required

Experience:

One to Three years' experience in a Rooms Division position with Four Seasons or another related organization.

Benefits

• Salary $79,500.00
• Generous medical, dental & vision insurance plans
• 401k Retirement plan
• 8 weeks of New Parental Leave Pay
• Fur Baby/Pet Insurance
• Inclusive and diverse employee engagement & recognition events all year-round.
• Complimentary accommodation at other Four Seasons Hotels and Resorts
• Complimentary Employee Meals
• Paid holidays, vacation & sick days
• Laundered Employee Uniform

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 -