Reservations Manager - Four Seasons San Francisco & San Francisco at Embarcadero

Four Seasons; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Four Seasons San Francisco invites an experienced Reservations Manager to lead the Reservations Department and drive yield with occupancy and rate strategies. This shared role between Four Seasons San Francisco and Embarcadero property emphasizes collaboration with the Director of Revenue and Front Office Manager.

The role demands strong leadership, operational excellence, and the ability to train and supervise reservations staff while maintaining superb guest service standards.

Qualifications

• The HTML lists responsibilities related to Reservations Department management and staff supervision.

Responsibilities

• Execute Reservations Department policies and procedures and manage daily operation.
• Maintain reservations core standards and regular WRO test calls with feedback.
• Manage staffing, performance appraisals, and training for reservations staff.
• Ensure knowledge of guest rooms, selling techniques, hotel facilities, services, and hours of operation.

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:

A modern oasis in the city’s most exciting location. At the epicentre of San Francisco stands the city’s iconic hotel, where business ideas emerge, loved ones connect and life’s most important celebrations happen. When you’re not shopping at Union Square, enjoying the city’s diverse culinary scene or exploring one of the Bay Area’s top attractions, unwind in our newly renovated guest rooms, designed to represent the natural beauty of San Francisco’s fog, redwood trees and ocean.

Four Seasons Hotel San Francisco overlooks Yerba Buena Gardens and is located just steps away from the City’s Financial District, Union Square shopping, the Moscone Convention Center, the Museum of Modern Art, and the Contemporary Jewish Museum, amid the city’s finest cultural and dining venues. We pride ourselves on the service we deliver and that all begins with the dedication of our employees who embrace the meaning behind the Golden Rule. Guests are pampered with a customized approach, ensuring that each experience is unique and unforgettable. Our goal is to attract only the most positive and passionate talent, those who are able to provide intuitive service, with a warm and friendly smile. We encourage our team to strive for personal and professional greatness and are always empowered to do what is right.

The Opportunity:

Responsible for the overall management of the Reservations Department and activities of Four Seasons San Francisco to achieve budgeted goals; understanding and applying the principles of occupancy and rate to achieve maximum yield. Closely work with the Director of Revenue and Front Office Manager and Liaison for Group reservation specialist. Maintain relationship and communication with Worldwide reservations office. This position provides support as a shared role between Four Seasons Hotel San Francisco and Four Seasons San Francisco at Embarcadero.

Responsibilities:

This list is not all -inclusive and should only be used as an overview of all actual responsibilities.

• 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 reservations core 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 select and train reservations staff, discipline and recommend succession/termination as necessary, and conduct performance appraisals.
• The ability to ensure all reservations staff /WRO 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.
• The ability to conduct follow-up training sessions and provide timely feedback to reservations staff.
• The ability to develop and mentor the reservations staff for future advancement.
• The ability to keep the WRO team well-informed of all changes in hotel policy, services, personnel, special activities etc.
• The ability to order supplies and equipment for the department.
• The ability to control all SAG reservations in conjunction with the Front Office Manager and ensure special handling of top corporate clients, VIPs, and return guests.
• The ability to prepare and distribute daily return guest and monthly recap of percentage of return guests, daily VIP list, and daily arrivals list.
• The ability to schedule staff according to budget guidelines, while ensuring maximum service to guests.
• The ability to complete all necessary payroll records and labor forecasts for review at weekly Labor meetings.
• The ability to handle guest complaints keeping senior management well informed of any problems and action taken.
• The ability to always display a high level of integrity and professionalism in dealing with guests, Catering & Sales department and Sales clients.