Director of Reservations

Director Of Reservations

The Director of Reservations oversees and manages the Reservations department staff, ensuring smooth operations, high performance, and exceptional service.

What you will do :

• Be a part of the pre-opening team.
• Oversee the execution of policies and daily operations of the Reservations and Communications (ResComm) Department.
• Maintain reservation standards for rooms, dining, and spa, including conducting call observations and standards testing.
• Coordinate call testing with third-party companies, including scheduling and expectations.
• Manage department labor to standard through regular reviews.
• Analyze call volume (ACD) reports, including abandonment rates, and take appropriate action.
• Manage the ResComm staff incentive program, compiling and publishing monthly results.
• Enforce room and rate availability guidelines to maximize occupancy and revenue.
• Oversee OTA reservations systems and group bookings, ensuring proper tracking, maintenance, and follow-up.
• Support Group Rooms Coordinator and Guest Recognition Program.
• Oversee suite reservations, ensuring special handling for VIPs, corporate clients, and return guests.
• Maintain the phone system, addressing issues and training staff.
• Monitor no-show collections and commission payments with Front Office and Accounting.
• Ensure accurate reservation confirmations and system updates.
• Manage wake-up calls and maintain records of pick-ups, cancellations, and no-shows.
• Support Revenue Management with OTB reporting, rate codes, and reservation conversion metrics.
• Collaborate with F&B and Spa teams to ensure process adherence and proper information sharing.
• Provide ongoing training on room types, food and beverage offerings, and spa updates.
• Participate in yield and forecast meetings with Sales and Marketing.
• Conduct departmental meetings, provide feedback, and hold one-on-one sessions with ResComm leaders.
• Coordinate the annual Reservations Sales Training Program and ensure staff training on department systems and hotel information.
• Handle guest complaints and keep senior management informed of actions taken.

What you bring :

What we are offering you :

Visa Requirements

US work authorization is required unless the candidate is currently in a managerial position at a Four Seasons location. Current Four Seasons managers may qualify for L-1 visa sponsorship.

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.