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

Four Seasons•San Francisco, CA

1d•Onsite

About The Position

The Reservations Manager is responsible for the overall management and daily operation of the Reservations Department for Four Seasons Hotel San Francisco and Four Seasons San Francisco at Embarcadero, working as a shared-role position. The manager executes departmental policies and procedures, maintains reservations standards, and applies occupancy and rate principles to achieve budgeted goals and maximize yield. The role works closely with the Director of Revenue and Front Office Manager, serves as a liaison for the Group Reservations Specialist, and maintains communication with the Worldwide Reservations Office (WRO). The manager leads, trains, mentors, schedules, and evaluates reservations staff; ensures employees and WRO staff are informed about hotel rooms, services, policies, activities, and guest requests; and maintains service quality through standards testing, call observations, test calls, and feedback. The position handles group bookings and contracts in coordination with Sales, monitors inventory and room revenue, manages availability and rate guidelines, and reviews call-volume, abandonment, and conversion metrics. It also maintains reservation records and rate codes, prepares reports and labor forecasts, handles guest complaints and VIP arrangements, and responds appropriately to hotel emergencies and safety situations. The position is based in the San Francisco Bay Area and requires regular on-site presence. Applicants must be authorized to work in the United States. The stated salary range is $92,000 to $97,000.

Requirements

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

Nice To Haves

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

Responsibilities

Manage the daily operation of the Reservations Department and execute its policies and procedures.
Maintain reservations core standards and conduct standards testing, including call observations and regular WRO test calls; provide timely feedback.
Select, train, discipline, mentor, and evaluate reservations staff; recommend succession or termination as necessary and conduct performance appraisals.
Ensure reservations and WRO staff understand guest rooms, selling techniques, hotel facilities and services, operating hours, key personnel, activities, functions, and special guest requests.
Keep the WRO team informed of changes in hotel policies, services, personnel, and activities.
Order departmental supplies and equipment.
Control SAG reservations with the Front Office Manager and ensure special handling for top corporate clients, VIPs, and returning guests.
Prepare and distribute return-guest information, monthly return-guest percentage recaps, VIP lists, and arrivals lists.
Schedule staff according to budget guidelines while ensuring guest service coverage; 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, Catering & Sales, and Sales clients.
Operate and manage the Group Delphi system.
Coordinate with Sales on group bookings and contracts, maintain files, track cutoff dates, and follow up on special instructions.
Maximize inventory and room revenue by controlling pickup and cutoff reports for group contracts and enforcing room and rate availability guidelines.
Review call-volume (ACD) reports, monitor call abandonment and conversion, and take appropriate action.
Record deposit refunds and maintain accurate daily market-segment statistics and pickup reporting.
Ensure reservation confirmations are mailed daily.
Create and maintain negotiated-account rate codes and rate-code conversion tables between the PMS and WRO systems.
Attend and contribute to yield-management meetings with Sales and Marketing; conduct regular Reservations Department and WRO meetings.
Build relationships with other Reservations Managers in the city and within Four Seasons, and maintain positive employee working relationships.
Generate or run daily, weekly, and month-end reports.
Assist with the Director of Revenue Management’s duties in their absence.
Respond properly to hotel emergencies and safety situations and 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