Reservations Manager

Four Seasons•Baltimore, MD

3d•Onsite

About The Position

Reporting to the Commercial Director, this position assumes responsibility for the execution of the Reservation Department’s policies and procedures and manages the daily operation. Maintain reservation standards. Conduct standards testing including call observation. Partner with WRO to ensure efficient execution of Reservations calls in accordance with Four Seasons standards. Conduct regular WRO test calls and provide timely feedback. Works in conjunction with hotel leadership to maximize efficiencies to optimize revenue opportunities. Serves as the technical expert on a variety of systems that provide infrastructure for hotel operations. Display a high level of integrity and professionalism at all times in dealing with guests and employees. Interviews, trains and schedules the Reservations team. Conducts Performance Evaluations and issues performance management as needed. Effectively manage labor and expenses for the department, in accordance with established budget guidelines. Review/analyze call volume (ACD) reports including abandonment rate, and take action as appropriate.

Requirements

3-5 Years luxury Hotel/Resort leadership experience in Reservation Sales or Front Office strongly preferred.
Ability to motivate and train a team of call center sellers to achieve revenue targets and maintain brand and Forbes standards.
Able to provide unwavering customer service, strong personal presentation.
Ability to analyze, prioritize, organize, multi-task and follow up with a strong sense of urgency.
Excellent interpersonal and communication skills, both in person and by telephone.
Strong working knowledge of computers including but not limited to Microsoft 360, Salesforce and Opera PMS.
Work authorization in the United States required.

Responsibilities

Execute Reservation Department’s policies and procedures.
Manage the daily operation of the Reservation Department.
Maintain reservation standards and conduct standards testing.
Partner with WRO to ensure efficient execution of Reservations calls.
Conduct regular WRO test calls and provide timely feedback.
Maximize efficiencies to optimize revenue opportunities in conjunction with hotel leadership.
Serve as the technical expert on systems supporting hotel operations.
Display a high level of integrity and professionalism.
Interview, train, and schedule the Reservations team.
Conduct Performance Evaluations and manage performance as needed.
Manage labor and expenses for the department within budget guidelines.
Review and analyze call volume (ACD) reports and take appropriate action.