CORE (Reservations) Manager

Four Seasons; East Palo Alto (CA); On-site; USD 80,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k with company match

Complimentary stays at Four Seasons

Free employee meals

Job summary

Four Seasons Hotel Silicon Valley is currently seeking a CORE/Reservation Manager to lead the Reservations team in a luxury setting. The role focuses on optimizing room inventory, rate integrity, and seamless guest experiences.

You will train staff, monitor performance, and liaise with global reservations teams to ensure campaigns and standards are met, while delivering exceptional service to our guests across all channels.

Qualifications

• 2-3 Years Experience in Front Office/Reservations management position.
• Understanding of high-end luxury Hotel product.
• Excellent English language.
• Computer literate (Knowledge of OPERA PMS an asset)
• Must be flexible with schedule – Able to work weekdays, weekends, holidays, and evenings
• Must provide work authorization document - proof of eligibility to work in the United States of America

Responsibilities

• Manage room inventory, reservations block assignment, availability controls and overbooking strategy in coordination with Director of Revenue and Director of Rooms.
• Execute of the Reservation & PBX (CORE) Department’s policies and procedures and manage the daily operation, following Benchmark Standards.
• Monitor group blocks pick‑up in collaboration with the Sales and Conference Services department.
• Oversee rate and package code configuration following WRO Distribution Standards.
• Interviews, trains and schedules the team. Sets development plans and provides performance reviews.
• Supervises the profile management system (GOLDEN), it’s operational implementation and training adhering to Global Guest Recognition Guidelines set by WRO.
• Analyzes call volume (ACD) reports including abandonment rate, and take action as appropriate.
• Manage the reservations team incentive program and compile/publish monthly results by agent.
• Respond according to the crisis management plan to any resort emergency or safety situation.
• Provide input for the weekly forecast
• Liaison leader between world reservations office and local property for all campaigns, practices, and standards
• Liaise with VIP parties, Pre‑arrival screening process, coordinate with other departments to provide a seamless experience for our guests

Skills

Front desk management

Reservations management

Luxury hotel knowledge

English proficiency

Work authorization

Tools

OPERA PMS

Job description

About Four Seasons

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.

About Four Seasons

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:

A contemporary business hub with the highest standards of innovative hospitality. At the heart of Silicon Valley, experience a first‑hand connection to the region’s tech legacy, sports and music venues and discover local adventures blended with artful sophistication. Four Seasons Hotel Silicon Valley brings an inventive approach to creative events, seasonal pop‑up experiences, lifestyle facilities and culinary craftsmanship that culminate in the ultimate urban getaway.
Four Seasons Hotel Silicon Valley is proud to provide our guest the highest standards of luxury and personalized service. At Four Seasons we believe in recognizing a familiar face, welcoming a new one and treating every one we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us, 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.

The Opportunity

Four Seasons Hotel Silicon Valley is currently looking for a CORE/Reservation Manager.

Essential Function Of The Job

Responsibilities and essential job functions include but are not limited to the following:

• Manage room inventory, reservations block assignment, availability controls and overbooking strategy in coordination with Director of Revenue and Director of Rooms.
• Execute of the Reservation & PBX (CORE) Department’s policies and procedures and manage the daily operation, following Benchmark Standards.
• Monitor group blocks pick‑up in collaboration with the Sales and Conference Services department.
• Oversee rate and package code configuration following WRO Distribution Standards.
• Interviews, trains and schedules the team. Sets development plans and provides performance reviews.
• Supervises the profile management system (GOLDEN), it’s operational implementation and training adhering to Global Guest Recognition Guidelines set by WRO.
• Analyzes call volume (ACD) reports including abandonment rate, and take action as appropriate.
• Manage the reservations team incentive program and compile/publish monthly results by agent.
• Respond according to the crisis management plan to any resort emergency or safety situation.
• Provide input for the weekly forecast
• Liaison leader between world reservations office and local property for all campaigns, practices, and standards
• Liaise with VIP parties, Pre‑arrival screening process, coordinate with other departments to provide a seamless experience for our guests

Qualifications And Skills

• 2-3 Years Experience in Front Office/Reservations management position.
• Understanding of high‑end luxury Hotel product.
• Excellent English language.
• Computer literate (Knowledge of OPERA PMS an asset)
• Must be flexible with schedule – Able to work weekdays, weekends, holidays, and evenings
• Must provide work authorization document - proof of eligibility to work in the United States of America

What To Expect

• Competitive Salary & Wage
• Salary Range: $80K to $85K
• Be part of a cohesive team with opportunities to build a successful career with global potential
• Medical, dental, and vision insurance
• Holiday, vacation, and sick pay
• 401k participation with a company matching program
• Complimentary stays at Four Seasons worldwide (subject to availability)
• Free employee meals prepared by the culinary team
• Complimentary dry cleaning of employee uniforms
• Free employee parking

Four Seasons is an Equal Opportunity, Aff… Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal