Senior Director of Reservations

TN United Kingdom; London; On-site; GBP 60,000 - 100,000; Full time

Job description

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences 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.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Surrounded by the capital’s greenery and most coveted shopping streets, Four Seasons Hotel London at Park Lane seamlessly balances award-winning design with the city’s high notes. Take in views of Hyde Park from sun-drenched rooms and our rooftop spa, enjoy a leisurely meal on our one-of-a-kind al fresco terrace, then stroll to explore London’s famous sights.

Four Seasons UK Collection is looking to recruit a Senior Director of Reservations who shares a passion for service excellence and who infuses enthusiasm into everything they do. This position manages a team of 12 and reports to the Senior Director of Marketing.

The Role:

The Director of Reservations is a pivotal role within the Sales and Marketing Division, tasked with leading the Reservations department by guiding and inspiring employees, fostering a positive and innovative work environment, and ensuring the department exceeds service and financial goals.

The Senior Director of Reservations holds a higher-level leadership position, overseeing reservations across multiple properties (UK Collection). This role involves strategic planning to optimize revenue and ensure a consistent, high-quality guest experience. The Senior Director works closely with senior management, including Sales, Marketing, and Revenue Management, to ensure that the reservations strategy aligns with broader business goals.

What you will do:

1. Demonstrate a guest-focused and sales-oriented style of leadership with a sense of urgency in interactions, execution, and recovery.
2. Set key performance indicators for the team, monitor and coach performance accordingly.
3. Oversee room reservations for groups, ensuring that group contractual obligations are adhered to and changes communicated to key stakeholders.
4. Be responsible for driving the Guest Recognition programme for the UK Hotels.
5. Participate in strategic decision-making relative to room sales.
6. Assist with inventory management to ensure maximum occupancy and rate.
7. Ensure that the department is adequately staffed to meet guest needs.
8. Ensure that the team is fully trained and motivated to exceed guest/client expectations.
9. Coach reservations sales agents on Four Seasons standards and sales techniques.
10. Be fully conversant with and deliver to standards of Four Seasons agency partner programs.
11. This role will deputize for the Director of Revenue Management and vice versa.

What you bring:

1. Proven leadership and team management experience, with the ability to lead large teams working remotely.
2. Strong strategic thinking and problem-solving skills, with a focus on data-driven decision-making.
3. In-depth knowledge of reservations systems (e.g., Opera, GDS, SynXis) and property management systems.
4. Extensive experience with revenue management principles, including yield management and demand forecasting.
5. Excellent communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
6. Strong financial acumen, with experience in budgeting, forecasting, and financial reporting.
7. Proficiency in using analytics and reporting tools to monitor performance and drive improvements.
8. Education: A Bachelor’s degree in Hospitality Management, Business Administration, or a related field is required; a Master’s degree is preferred.
9. Experience: Minimum of 8-10 years of experience in reservations or revenue management within the hospitality industry, with at least 4 years in a senior leadership role overseeing multiple properties or regions.

Just some of the benefits Four Seasons Hotel London at Park Lane employees enjoy:

1. Competitive remuneration package plus bonus scheme.
2. Excellent Training and Career Development opportunities.
3. Up to 20 complimentary nights at any Four Seasons Hotels or Resorts around the world with years of service.
4. Free meals at Zest while on duty including fruits, coffee/tea, and ice cream available throughout the day.
5. Holiday entitlement increases with years of service up to 33 days off.
6. Free Life Insurance while on duty.
7. Opportunities to build a successful career with global potential.
8. Season Ticket Loan & cycle to work scheme.
9. Free dry cleaning.
10. Employee Experience: Annual Themed Employee Party and many social, charitable, and sporting events throughout the year.
11. Access to Wagestream – a salary advance benefit.
12. Employee Recognition Programmes.
13. & many, many more surprises to discover!

We look forward to receiving your application!

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