Assistant Reservations Manager

Four Seasons•San Francisco, CA

23h•Onsite

About The Position

Four Seasons is powered by its people, committed to creating exceptional guest experiences through a world-class employee experience and company culture, believing in genuine connection. The San Francisco location is a modern oasis overlooking Yerba Buena Gardens, steps away from the Financial District, Union Square, Moscone Convention Center, and various museums. The hotel prides itself on customized service delivered by dedicated employees who embody the Golden Rule, aiming to attract positive and passionate talent. The Assistant Reservations Manager is responsible for the overall management of the Reservations Department and activities for Four Seasons San Francisco, aiming to achieve budgeted goals by applying occupancy and rate principles for maximum yield. This role acts as a liaison for Group reservation specialists and the Front Office Manager, maintaining communication with the Worldwide Reservations Office. This is a shared role between Four Seasons Hotel San Francisco and Four Seasons San Francisco at Embarcadero.

Requirements

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

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.