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

Sophisticated urban retreat on the waterfront. Our modern, urban retreat, positioned at the edge of Baltimore’s Harbor East, offers a host of luxurious amenities such as a five-star Spa to a rooftop pool, setting the scene for fabulous vacations with kids, romantic getaways and business stays. Miles of walkable waterfront, top restaurants and city landmarks are all within easy reach.

The role of the Reservations Manager

Reporting to the Commercial Director, this position assumes responsibility for the execution of the Reservation Department’s policies and procedures and manages the daily operation. 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. Conducts Performance Evaluations and issues 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.

What you Bring

• 3-5 Years luxury Hotel/Resort leadership experience in Reservation Sales or Front Office strongly preferred.
• Ability 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
• Ability 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.

What to Expect from your Employee Experience

• Annual Salary: $72,000-$75,000. This position participates in an annual incentive program
• 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. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

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. An employer who violates this law is guilty of a misdemeanor and subject to a fine not exceeding $100.