CORE (Reservations) Manager

Four Seasons Hotels and Resorts•Valley, AL

3d•$80,000 - $85,000•Onsite

About The Position

Four Seasons Hotel Silicon Valley is currently looking for a CORE/Reservation Manager. This role is responsible for managing room inventory, reservations, block assignments, availability controls, and overbooking strategies in coordination with the Director of Revenue and Director of Rooms. The manager will execute the Reservation & PBX (CORE) Department’s policies and procedures, manage daily operations following Benchmark Standards, and monitor group block pick-up in collaboration with the Sales and Conference Services department. Additionally, the role involves overseeing rate and package code configuration, interviewing, training, and scheduling the reservations team, setting development plans, and providing performance reviews. The manager will supervise the profile management system (GOLDEN), analyze call volume reports, manage the reservations team incentive program, and respond to crisis management situations. This position also provides input for weekly forecasts, acts as a liaison between the world reservations office and the local property, and coordinates with other departments to ensure a seamless guest experience, particularly for VIPs.

Requirements

2-3 Years Experience in Front Office/Reservations management position.
Understanding of high-end luxury Hotel product.
Excellent English language.
Computer literate (Knowledge of OPERA PMS an asset)
Must be flexible with schedule – Able to work weekdays, weekends, holidays, and evenings.
Must provide work authorization document - proof of eligibility to work in the United States of America.

Nice To Haves

Knowledge of OPERA PMS

Responsibilities

Manage room inventory, reservations block assignment, availability controls and overbooking strategy in coordination with Director of Revenue and Director of Rooms.
Execute of the Reservation & PBX (CORE) Department’s policies and procedures and manage the daily operation, following Benchmark Standards.
Monitor group blocks pick-up in collaboration with the Sales and Conference Services department.
Oversee rate and package code configuration following WRO Distribution Standards.
Interviews, trains and schedules the team. Sets development plans and provides performance reviews.
Supervises the profile management system (GOLDEN), it’s operational implementation and training adhering to Global Guest Recognition Guidelines set by WRO.
Analyzes call volume (ACD) reports including abandonment rate, and take action as appropriate.
Manage the reservations team incentive program and compile/publish monthly results by agent.
Respond according to the crisis management plan to any resort emergency or safety situation.
Provide input for the weekly forecast.
Liaison leader between world reservations office and local property for all campaigns, practices, and standards.
Liaise with VIP parties, Pre-arrival screening process, coordinate with other departments to provide a seamless experience for our guests.