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About the Role

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. This position provides support as a shared role between Four Seasons Hotel San Francisco and Four Seasons San Francisco at Embarcadero.

Responsibilities

Assume responsibility for the execution of the Reservation Department’s policies and procedures and manage the daily operation.
Maintain reservations core standards.
Conduct standards testing including call observation.
Conduct regular WRO test calls and provide timely feedback.
Work quickly in a high-pressure environment and handle stress.
Select and train reservations staff, discipline and recommend succession/termination as necessary, and conduct performance appraisals.
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 ensure proper follow-up on all special guest requests.
Conduct follow-up training sessions and provide timely feedback to reservations staff.
Develop and mentor the reservations staff for future advancement.
Keep the WRO team well-informed of all changes in hotel policy, services, personnel, special activities etc.
Order supplies and equipment for the department.
Control all SAG reservations in conjunction with the Front Office Manager and ensure special handling of top corporate clients, VIPs, and return guests.
Prepare and distribute daily return guest and monthly recap of percentage of return guests, daily VIP list, and daily arrivals list.
Schedule staff according to budget guidelines, while ensuring maximum service to guests.
Complete all necessary payroll records and labor forecasts for review at weekly Labor meetings.
Handle guest complaints keeping senior management well informed of any problems and action taken.
Display a high level of integrity and professionalism in dealing with guests, Catering & Sales department and Sales clients.
Operate and manage the Group Delphi system.
Work with the Sales Department in handling group bookings & contracts, maintaining files, tracing cut off dates, following up on special instructions, etc.
Take appropriate actions to maximize inventory & room revenue by controlling the pickup and cut-off reports for all group contracts.
Review/analyze call volume (ACD) reports including abandonment rate and take action as appropriate.
Monitor the Call Abandonment.
Monitor the Call Conversion.
Enforce the established room and rate availability guidelines in order to maximize occupancy and revenue.
Handle the daily recording of deposit refunds.
Handle and maintain accurate records of the daily statistics by market segment including daily pick-up reporting.
Ensure that all reservation confirmations are mailed on a daily basis.
Create and maintain individual rate codes for each negotiated account as established by the Sales Department.
Establish and maintain the rate code conversion tables between PMS and WRO system.
Attend and contribute to the yield management meetings held with the Sales and Marketing Department.
Conduct regular Reservations Departmental & WRO meetings.
Establish relationships with other Reservations Managers in the city as well as in Four Seasons.
Maintain favorable working relationships among employees to promote maximum morale, productivity and efficiency.
Generate and or run Daily, weekly, and month end reports.
Assist with the duties of the Director of Revenue Management in his/her absence.
Respond properly in any hotel emergency or safety situation.
Complete any project assigned by management.

Requirements

College degree required
One to Three years’ experience in a Rooms Division position with Four Seasons or another related organization.

Skills

Group Delphi system operation
Yield management
Sales Department collaboration
Guest relations
Staff training and development
Performance appraisal
Payroll and labor forecasting
Conflict resolution
Integrity and professionalism
Emergency response
Project management

Location

San Francisco

Work Type

Full-time

Experience Level

1-3 years

Education Level

College degree

Salary/Compensations

$79,500.00

Benefits

Generous medical, dental & vision insurance plans
401k Retirement plan
8 weeks of New Parental Leave Pay
Fur Baby/Pet Insurance
Inclusive and diverse employee engagement & recognition events all year-round
Complimentary accommodation at other Four Seasons Hotels and Resorts
Complimentary Employee Meals
Paid holidays, vacation & sick days
Laundered Employee Uniform

About the Company

Four Seasons is powered by its people, fostering a culture of continuous improvement and mutual respect.
The company is dedicated to creating exceptional guest experiences through a world-class employee experience and company culture.
Four Seasons believes in genuine connections and creating lasting impressions.
The San Francisco hotel is an iconic, modern oasis in a prime city location, offering newly renovated rooms inspired by the local natural beauty.
The hotel prides itself on personalized service, driven by dedicated employees who embody the Golden Rule.
The company seeks positive and passionate talent capable of providing intuitive service with a warm demeanor.

Equal Opportunity

Four Seasons is an Equal Opportunity, Affirmative Action employer.
Minorities, women, veterans, and individuals with disabilities are encouraged to apply.