Assistant Reservations Manager Job at Four Seasons (San Francisco)

Job Description

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.

Job Responsibility

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

Requirements

College degree required
One to Three years’ experience in a Rooms Division position with Four Seasons or another related organization

What we offer

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

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Assistant Reservations Manager

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