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Reservations and Core Services Manager
2 months ago
Four Seasons Hotels and Resorts is a global leader in the hospitality industry, renowned for its exceptional service, luxurious amenities, and unparalleled guest experiences. Our team of dedicated professionals is committed to delivering unforgettable moments for our guests, residents, and partners.
About the RoleWe are seeking a highly skilled and experienced Reservations and Core Services Manager to join our team at Four Seasons Resort & Residences Whistler. As a key member of our operations team, you will be responsible for ensuring seamless guest experiences, managing daily operations, and driving revenue growth.
Key Responsibilities- Manage the execution of CORE Department policies and procedures, ensuring seamless guest experiences and efficient operations.
- Maintain high standards for room reservations, in-room dining, PBX operations, and housekeeping services.
- Allocate duties and delegate work within the department, monitoring progress and ensuring all work is up-to-date.
- Monitor house inventory, maintain maximum occupancy, and manage overbooked situations.
- Coordinate group bookings with the Group Sales/Coordinator, ensuring correct handling and follow-up on special instructions.
- Review signature suite bookings and connecting rooms in advance, ensuring allocations are in place.
- Act as Guest Recognition Specialist, unless dedicated GRS is appointed.
- Check daily arrival lists to ensure all reservations are secure, coordinating with other departments as needed.
- Conduct briefings and monthly departmental meetings, participating in meetings when invited.
- Prepare and distribute occupancy and revenue forecasts, keeping department heads informed of any unexpected changes.
- Complete staff schedules, arranging holidays and weekly time sheets to ensure maximum coverage.
- Review and analyze call volume reports, taking action as appropriate with WRO.
- Succession/termination as necessary, conducting performance appraisals.
- Display high integrity and professionalism at all times, motivating and coaching the team to drive sales and revenue.
- Complete payroll records and labor forecasts, handling and maintaining accurate records on pick-ups, cancellations, no-shows, and sources of reservations.
- Ensure and supervise 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 guest rooms, selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, and functions in the hotel.
- Attend and contribute to yield management meetings with the Sales and Marketing Department.
- Develop systems and work procedures for new policies, recommending 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 In-Room dining and Housekeeping departments for training, selling, coaching, and performance management.
- Ensure employees adhere to the code of conduct and grooming & hygiene standards as specified in the employee handbook.
- Maintain a clean and orderly work area, ensuring tools & equipment are well-maintained and in sufficient supply.
- 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.
- Competitive Salary, wages, and a 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.
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.
