Director of Reservations

• 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

• Pre-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

Proficiency in another language is helpful

• 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