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Reservations and Core Services Director
2 months ago
Four Seasons Hotels and Resorts is a global hospitality company that operates a chain of luxury hotels and resorts. Our company is built on a foundation of excellence, innovation, and a commitment to delivering exceptional guest experiences.
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 overseeing the execution of our core department's policies and procedures, managing the daily operation, and ensuring that our guests receive exceptional service.
Key Responsibilities- Assume responsibility for the execution of the CORE Department's policies and procedures and manage the daily operation.
- Maintain standards for the various departmental functions that fall within the CORE umbrella (Room Reservations, In-Room Dining calls, PBX Operator and Housekeeping calls).
- Allocate duties and delegate work within the department, continuously monitoring the 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 to ensure correct handling of group bookings, maintaining files, tracing cut-off dates, following up on special instructions, etc.
- Review all signature suite booking and connecting rooms in advance and ensure 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 of the guest's stay when necessary.
- Conduct briefings and monthly departmental meetings (with minutes copied to division head) and participate in meetings when invited.
- Prepare and distribute occupancy and revenue forecasts and keep all department heads well-informed of any unexpected changes in levels of business.
- Complete the staff schedule, arranging holidays, and completing the weekly time sheets, ensuring maximum coverage according to the needs of the business.
- Review/analyze call volume (ACD) reports, including abandonment and conversion rate, and take action as appropriate with WRO.
- Succession/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, and be a driver for sales and revenue for the different outlets. Conduct standards testing, including call observation. Work efficiently in a high-pressure environment and ability to handle stress.
- 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/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 to ensure proper follow-up on all special guest requests.
- Attend and contribute to the 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 & hygiene standards as specified in the employee handbook.
- Maintain a clean and orderly work area and ensure tools & equipment are well-maintained and in sufficient supply.
- The ability to work quickly in a high-pressure environment and ability to handle stress.
- The ability to display a high level of integrity and professionalism at all times in dealing with guests and employees.
- 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.
