Reservations Assistant Manager Four Seasons Hotel

Assume responsibility for the execution of the Reservation Department s policies and procedures and manage the daily operation. Maintain reservation standards. Conduct standards testing including call observation. Conduct regular WRO test calls and provide timely feedback. Work quickly in a high-pressure environment and ability to handle stress. Display a high level of integrity and professionalism at all times in dealing with guests and employees.

What you will do

• Overseeing the daily operation of the Reservations department.
• Leading, coaching, motivating and developing our reservations team.
• Focusing on quality assurance, call and email conversion, voice sales effectiveness, sell out and upsell efficiency.
• Maintaining Global standards on reservation related areas (Market code, profile, data field) and work closely with the Worldwide Reservations Office.
• Being involved in revenue management decisions such as inventory management, distribution channel management, overbooking and weekly 21 day forecasting.
• Actively drive sales for the Hotel by maintaining business relationships with travel agents, corporate and leisure business.
• Working closely with other departments on a day to day basis including Sales and Front Desk.
• The ability to assume responsibility for the execution of the Reservation Department s policies and procedures and manage the daily operation
• The ability to maintain reservation standards
• The ability to conduct standards testing including call observation
• The ability to conduct regular WRO test calls and provide timely feedback
• 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
• The ability to select and train reservations staff, discipline and recommend succession/termination as necessary, and conduct performance appraisals
• The ability to schedule staff according to budget guidelines, while ensuring maximum service to guests
• The ability to review/analyze call volume (ACD) reports including abandonment rate, and take action as appropriate
• The ability to complete all necessary payroll records and labor forecasts
• The ability to manage the reservations staff incentive program and compile/publish monthly results by agent
• The ability to enforce the established room and rate availability guidelines in order to maximize occupancy and revenue