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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
Two to Five years’ Of Hotel Reservations experience is a core Requirement and preferably in Rooms Division and Revenue position with Four Seasons or another related organization.
This position is based in the San Francisco Bay Area and requires regular on-site presence.
Candidates must be able to work from the Bay Area upon hire
Applicants must be authorized to work in the United States

Skills

Group Delphi system
Yield management

Location

San Francisco Bay Area

Work Type

On-site

Experience Level

Two to Five years

Education Level

College degree

Salary/Compensations

$92,000.00 to $ 97,000.00

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
Annual Incentive Plan for the Position.

About the Company

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.
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.

Equal Opportunity

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.
To access the 'EEOC is The Law' Information poster please visit this website - http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
Four Seasons is an Equal Opportunity, Affirmative Action employer. 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