Reservations and Core Services Director
4 weeks ago
About Four Seasons:
Four Seasons Hotels and Resorts is a world-renowned hospitality company that prides itself on delivering exceptional guest experiences. We are a collective of individuals who are passionate about creating unforgettable moments for our guests, residents, and partners. Our team members around the world are dedicated to providing luxury with genuine heart, and we believe 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:
We are seeking a highly skilled and experienced Reservations and Core Services Manager to join our dynamic team at Four Seasons Resort & Residences Whistler. As a key member of our CORE Department, you will be responsible for the execution of our policies and procedures, managing the daily operation, and maintaining standards for various departmental functions. You will also be responsible for allocating duties, delegating work, and continuously monitoring progress to ensure that all work is kept up to date.
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 briefing and monthly departmental meeting (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 & 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.
- Motivating & coaching the team and being 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 to create and maintain 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.
- To 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.
- Ensures employees adhere to the code of conduct and grooming & hygiene standards as specified in the employee handbook.
- Maintains a clean and orderly work area and ensures 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.
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