Reservations and Core Services Manager
2 weeks ago
About Four Seasons:
Four Seasons is a leader in the hospitality industry, driven by a passion for excellence and a commitment to delivering exceptional guest experiences. Our team members around the world create amazing moments for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
About the Role:
The Reservations and Core Services Manager is a key member of our hotel operations team, responsible for ensuring the smooth execution of our CORE Department's policies and procedures. This role requires a strong leader who can manage the daily operations of the department, maintain high standards for various departmental functions, and allocate duties and delegate work within the department.
Key Responsibilities:
- Manage the daily operation of the CORE Department, ensuring that all policies and procedures are executed efficiently and effectively.
- Maintain high standards for various departmental functions, including room reservations, in-room dining, PBX operator, and housekeeping calls.
- Allocate duties and delegate work within the department, continuously monitoring progress and ensuring that all work is kept up to date.
- Monitor house inventory, maintain maximum occupancy within the hotel, and manage overbooked situations.
- Coordinate all group bookings with the Group Sales/Coordinator, ensuring correct handling of group bookings and maintaining files.
- Review all signature suite bookings and connecting rooms in advance, ensuring allocations are in place.
- Act as Guest Recognition Specialist, unless dedicated GRS is appointed.
- Check each day's arrival list to ensure all reservations are secure and coordinate with other departments in preparation for the guest's stay.
- Conduct daily briefings and monthly departmental meetings, participating in meetings as needed.
- Prepare and distribute occupancy and revenue forecasts, keeping all department heads informed of any unexpected changes in business levels.
- Complete staff schedules, arrange holidays, and complete weekly time sheets, ensuring maximum coverage according to business needs.
- Review and analyze call volume (ACD) reports, including abandonment and conversion rate, and take action as appropriate with WRO.
- Succession and termination as necessary, and conduct performance appraisals.
- Display a high level of integrity and professionalism at all times in dealing with guests and employees.
- Motivate and coach the team, driving sales and revenue for the different outlets.
- Complete all necessary payroll records and labor forecasts.
- Handle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations.
- Ensure and supervise the creation and maintenance of individual rate codes for each negotiated account as established by the Sales Department.
- Ensure all CORE staff and Worldwide Reservation Office staff are familiar with all guest rooms, selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions in the hotel, and proper follow-up on all special guest requests.
- Attend and contribute to yield management meetings held with the Sales and Marketing Department.
- Develop systems and work procedures for new policies and recommend any improvements to the Director of Marketing.
- Conduct follow-up training sessions and provide timely feedback to CORE staff.
- Manage and coordinate emergency response for all emergency situations within the hotel.
- Intimate familiarity with all aspects of In-Room dining and Housekeeping departments for the purpose of training, selling, coaching, and performance management.
- Ensure employees adhere to the code of conduct and grooming and hygiene standards as specified in the employee handbook.
- Maintain a clean and orderly work area and ensure tools and equipment are well maintained and in sufficient supply.
Requirements:
- A minimum of 2 years in a managerial role.
- A Hospitality or Business Degree is preferred.
- Strong command of the English language.
- Requires attention to detail and problem-solving skills, as well as a passion for customer service.
What We Offer:
- Competitive salary, wages, and comprehensive benefits package.
- Excellent training and development opportunities.
- Complimentary accommodation at other Four Seasons Hotels and Resorts.
- Complimentary dry cleaning for employee uniforms.
- Complimentary employee meals.
- Medical, dental, and sick leave coverage.
- Dry cleaning services.
Schedule & Hours:
As our hotel is open 24/7, 365 days a year, we expect our service staff to be flexible in working mornings, evenings, overnight, weekends, and holidays.
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