Reservations Manager

Four Seasons Hotels and Resorts; Brookside (DE); On-site; USD 90,000 - 130,000; Full time

Job summary

Four Seasons Hotels and Resorts seeks a Reservations Manager to lead the Reservations and Communications operation for a luxury pre-opening team. Based in the Punta Cana office with travel to the property as needed, you will drive guest-centric booking experiences across rooms, dining and spa.

You will recruit, train and coach a dedicated team, partner with Revenue Management, and collaborate with Front Office, F&B, Spa, Sales and IT to ensure seamless service and exceptional guest experiences.

Qualifications

• Leadership experience in Reservations or Rooms Division.
• Strong knowledge of reservations processes and distribution channels.
• Excellent organizational and communication skills.

Responsibilities

• Recruit, train, and lead the Reservations and Communications team with clear expectations.
• Develop and implement policies, workflows, and service standards for pre-opening and operations.
• Oversee reservation quality for rooms, dining, and spa with coaching and testing.
• Monitor call metrics and performance indicators; take corrective action as needed.
• Manage reservation systems, channels, OTA bookings, and related processes.
• Collaborate with Revenue, Front Office, F&B, Spa, Sales, and IT to resolve issues.
• Handle escalated guest concerns and keep senior leaders informed.
• Prepare schedules, reports, and departmental plans aligned to budget.

Skills

Leadership

Reservations experience

English & Spanish

Tools

Opera

ACD/telephony platforms

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.

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:

Four Seasons Resort and Residences Dominican Republic at Tropicalia will feature 95 keys and 25 branded residential homes, 8 distinct F&B outlets, all thoughtfully designed to reflect a contemporary interpretation of the Dominican Republic’s natural beauty. Wellness will be a defining pillar of the property, delivering a holistic experience that harmonizes with the natural environment while enhancing overall wellbeing through the restorative power of nature. The sustainable luxury destination is located on a 60-acre (24 hectare) site along the pristine beachfront of Playa Esmeralda in northeastern Dominican Republic, along the southern shores of Samaná Bay. A site of breathtaking natural beauty, Tropicalia is home to a diverse ecosystem of white-sand beaches; crystalline, aquamarine water and coral reefs; mountains, forests, mangroves, lagoons and rivers; a working coconut plantation; and an organic farm.

About Four Seasons

Four Seasons is powered by its people: individuals who seek to grow, reach new heights and treat others as they would wish to be treated. Around the world, our teams create exceptional experiences for guests, residents and partners through luxury with genuine heart. We believe extraordinary guest experiences begin with an equally extraordinary employee experience and a culture built on care.

We recognize familiar faces, welcome new ones and create meaningful connections with the people and places around us. Whether working, staying, living or discovering with Four Seasons, every interaction is an opportunity to create an impression that lasts a lifetime.

About the location

Set along the unspoiled coastline of Miches, Four Seasons Resort Tropicalia will bring Four Seasons service, authentic Dominican warmth and a deep sense of place to one of the country’s most remarkable destinations. As part of our pre-opening team, you will help shape the culture, systems and guest experience from the very beginning.

About the role

The Dominican Republic based Reservations Manager is responsible for the overall leadership of the Reservations and Communications operation. The role manages daily performance, supports revenue management activities and applies occupancy and rate principles to help achieve budgeted goals while creating a seamless booking journey for rooms, dining and spa experiences.

What You Will Do

• Recruit, train, coach and lead the Reservations and Communications team, establishing clear expectations and a culture of accountability.
• Develop and execute departmental policies, procedures, workflows and service standards for the pre-opening and operational phases.
• Oversee reservation quality for rooms, dining and spa, including call observations, standards testing and targeted coaching.
• Monitor call volume, abandonment, conversion, response times, productivity and other performance indicators; take timely corrective action.
• Manage reservation systems, telephone and chat platforms, OTA channels, group bookings and related operational processes.
• Ensure suite, VIP and returning guest reservations receive accurate, personalized and timely handling.
• Partner with the Director of Revenue Management on inventory controls, occupancy, rate strategy, upselling and revenue optimization.
• Collaborate with Front Office, Food and Beverage, Spa, Sales and IT to maintain accurate information and resolve process or system issues.
• Handle escalated guest concerns with sound judgment, document actions taken and keep senior leaders informed.
• Conduct site inspections, as needed, for sales colleagues.
• Prepare schedules, reports and departmental plans while supporting budget discipline and continuous improvement.

What You Will Bring

• Previous leadership experience in Reservations, Rooms Division, Revenue or a related luxury hospitality function.
• Strong operational knowledge of reservation processes, distribution channels, quality monitoring and contact-center performance.
• Proficiency with Opera, ACD or comparable telephone platforms, chat systems and other hotel operating systems.
• Proven ability to lead, develop and motivate a team in a fast-paced environment.
• Excellent organization, prioritization, problem-solving and decision-making skills.
• Professional telephone presence and excellent written and verbal communication skills in English and Spanish.
• High discretion when handling confidential guest, employee and Resort information.

What To Expect

You will join a cohesive pre-opening team with opportunities to build a successful career with global potential. The successful candidate will be based in the Punta Cana office and travel to the property as necessary. Adaptability, sound judgment and attention to detail will be essential, and the schedule may reflect operational and client needs, including evenings, weekends and holidays when required.

Our commitment

Four Seasons is committed to an inclusive workplace where people are respected, valued and encouraged to be themselves. We look forward