Reservations Manager - Four Seasons San Francisco & San Francisco at Embarcadero

Four Seasons Hotels and Resorts•San Francisco, CA

2d•$92,000 - $97,000•Onsite

About The Position

The Reservations Manager is responsible for the overall management and daily operation of the Reservations Department at Four Seasons Hotel San Francisco and Four Seasons San Francisco at Embarcadero. The role applies occupancy and rate principles to achieve maximum yield and budgeted goals, and works closely with the Director of Revenue, Front Office Manager, Group Reservations Specialist, Sales Department, and Worldwide Reservations Office (WRO). Regular on-site presence in the San Francisco Bay Area is required.

Requirements

College degree required.
Two to five years of hotel reservations experience required.
Authorized to work in the United States.
Based in the San Francisco Bay Area and able to work on-site upon hire.

Nice To Haves

Experience in Rooms Division and Revenue positions, preferably with Four Seasons or a related organization.

Responsibilities

Manage the daily operation of the Reservations Department and execute its policies, procedures, and core standards.
Conduct standards testing, call observations, and regular WRO test calls, and provide timely feedback.
Select, train, mentor, and evaluate reservations staff; conduct performance appraisals, discipline staff, and recommend succession or termination as necessary.
Ensure reservations and WRO staff understand guest rooms, selling techniques, hotel facilities and services, operating hours, key personnel, activities, functions, and guest-request follow-up.
Keep WRO informed of changes to hotel policies, services, personnel, and activities.
Order department supplies and equipment.
Control SAG reservations with the Front Office Manager and ensure special handling of top corporate clients, VIPs, and returning guests.
Prepare and distribute return-guest information, monthly return-guest percentage recaps, daily VIP lists, and daily arrivals lists.
Schedule staff within budget guidelines while ensuring guest service; complete payroll records and labor forecasts for weekly labor meetings.
Handle guest complaints and keep senior management informed of problems and actions taken.
Maintain professional relationships with guests, the Catering & Sales department, and Sales clients.
Operate and manage the Group Delphi system; coordinate group bookings and contracts with Sales, maintain files, track cutoff dates, and follow up on special instructions.
Manage group pickup and cutoff reports to maximize inventory and room revenue.
Review call-volume and abandonment-rate reports, monitor call abandonment and conversion, and take appropriate action.
Enforce room and rate availability guidelines to maximize occupancy and revenue.
Record deposit refunds and maintain accurate daily market-segment statistics and pickup reports.
Ensure reservation confirmations are mailed daily.
Create and maintain negotiated-account rate codes and rate-code conversion tables between the PMS and WRO system.
Attend and contribute to yield-management meetings with Sales and Marketing.
Conduct regular Reservations Department and WRO meetings and build relationships with other Reservations Managers in the city and across Four Seasons.
Maintain favorable employee working relationships to promote morale, productivity, and efficiency.
Generate or run daily, weekly, and month-end reports.
Assist with the Director of Revenue Management’s duties in their absence.
Respond appropriately to hotel emergencies and safety situations.
Complete projects assigned by management.

Benefits

Generous medical, dental, and vision insurance plans.
401(k) retirement plan.
Eight weeks of new parental leave pay.
Pet insurance.
Inclusive and diverse employee engagement and recognition events throughout the year.
Complimentary accommodation at other Four Seasons Hotels and Resorts.
Complimentary employee meals.
Paid holidays, vacation, and sick days.
Laundered employee uniform.
Annual incentive plan for the position.