Reservations Manager

Four Seasons Hotels and Resorts•Brookside, DE

4d•Hybrid

About The Position

The Dominican Republic based Reservations Manager is responsible for the overall leadership of the Reservations and Communications operation. The role manages daily performance, supports revenue management activities and applies occupancy and rate principles to help achieve budgeted goals while creating a seamless booking journey for rooms, dining and spa experiences.

Requirements

Previous leadership experience in Reservations, Rooms Division, Revenue or a related luxury hospitality function.
Strong operational knowledge of reservation processes, distribution channels, quality monitoring and contact-center performance.
Proficiency with Opera, ACD or comparable telephone platforms, chat systems and other hotel operating systems.
Proven ability to lead, develop and motivate a team in a fast-paced environment.
Excellent organization, prioritization, problem-solving and decision-making skills.
Professional telephone presence and excellent written and verbal communication skills in English and Spanish.
High discretion when handling confidential guest, employee and Resort information.

Responsibilities

Recruit, train, coach and lead the Reservations and Communications team, establishing clear expectations and a culture of accountability.
Develop and execute departmental policies, procedures, workflows and service standards for the pre-opening and operational phases.
Oversee reservation quality for rooms, dining and spa, including call observations, standards testing and targeted coaching.
Monitor call volume, abandonment, conversion, response times, productivity and other performance indicators; take timely corrective action.
Manage reservation systems, telephone and chat platforms, OTA channels, group bookings and related operational processes.
Ensure suite, VIP and returning guest reservations receive accurate, personalized and timely handling.
Partner with the Director of Revenue Management on inventory controls, occupancy, rate strategy, upselling and revenue optimization.
Collaborate with Front Office, Food and Beverage, Spa, Sales and IT to maintain accurate information and resolve process or system issues.
Handle escalated guest concerns with sound judgment, document actions taken and keep senior leaders informed.
Conduct site inspections, as needed, for sales colleagues.
Prepare schedules, reports and departmental plans while supporting budget discipline and continuous improvement.