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 Manhattan landmark on Billionaires' Row. Experience five-star, New York hotel living in our modern-deco landmark designed by famed architect I.M. Pei. Located on "Billionaires' Row" at the city's most prestigious address between Park Avenue and Madison Avenue, you're just steps from Central Park and Madison Avenue shopping. Come and unwind in our sun-filled suites (some of the largest in Manhattan), take in the unparalleled city and park views, and experience serenity and luxury high above Manhattan's exhilarating whirlwind.
To manage and maintain the sales environment, productivity and standards of the reservations department at Four Seasons Hotel New York. Must ensure that clients have a positive first impression of Four Seasons Hotel New York by working closing with all booking channels to ensure maximum conversion of reservations, capture of guest information, and to provide support to all diverted branches of our reservations process. Provide administrative support to the sales and marketing team to ensure all systems and processes are in order to sell the hotel. Main contact and liaison for the diverted WRO team. Manage each step of the reservations process, from booking to clean-up of reservations to ensure that information passed on to the operations team is accurate. Support to the Director of Marketing, Director of Revenue Management, and Director of Sales on the day-to-day revenue strategies for the hotel.
Essential Functions and Activities:
- Work quickly in high-pressure environment and ability to handle stress.
- Manage all aspects of the reservations process with the various booking channels of the hotel.
- Daily/Weekly communication with WRO and GRS on the performance of their various responsibilities in supporting the hotel.
- Manage all systems/rates/software pertaining to reservations via PMS, ORS, GDS, Ideas, STR, Golden Sales and Catering, Golden Profiles, and FS Advisor ID.
- Management of PMS systems to include changes in Opera configurations. (rate loading, package creation and data changes)
- Maintain proper systems and process to maximize guest preference collection. (Golden)
- Ensure all arrivals are thoroughly checked for accuracy (guest information, ETA, special request)
- Complete all necessary payroll records and labor forecasts.
- Control room and rate availability in accordance with established guidelines to maximize occupancy and revenue.
- Work with the Sales Department in handling group bookings, maintaining files, tracing cut-offs dates, following up on special instructions, etc.
- Coordinate group inventory and allocations with the Director of Sales, Director of Marketing, and Director of Revenue Management.
- Control all suite reservations in conjunction with the Front Office Manager and ensure special handling of top clients, VIPs, and return guests.
- Prepare and distribute occupancy and revenue forecasts and keep all department heads well informed of any unexpected changes in levels of business.
- Prepare and distribute daily return guest and monthly recap of percentage of return guests, daily VIP list, and daily arrivals list.
- Ensure all reservations staff, OTAs and booking partners 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.
- Handle guest complaints keeping senior management well informed of any problems and action taken.
- Maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations.
- Organize, sort, and direct incoming mail for the department.
- Handle several telephone calls at any given time.
- Successfully complete a room reservation for any given time period knowing what types of accommodations, rates, and special services are available. In addition, the ability to properly code all said reservations as to the rate type, source, travel agent, Sabre, etc.
- Utilize the guest history program to ensure maximum accuracy and recognition.
- Utilize the computer system in retrieving, updating, and inputting room reservations.
- Process internal reservations, management reservations, reservations from the Central Reservations Office, employee complimentary requests, rooming lists, group blocks, travel agent discounts, and faxes.
- Respond properly in any hotel emergency or safety situation.
- Perform other tasks or projects as assigned by hotel management and staff.
- Uphold reservation standards.
- Conduct standards testing including call observation.
- Conduct regular WRO test calls and provide timely feedback.
- The ability to display a high level of integrity and professionalism at all times in dealing with guests and employees.
- Select and train reservations staff, discipline, recommend succession/termination as necessary, and conduct performance appraisals.
- Review/analyze call volume (ACD) reports including conversion and abandonment rates and take action as appropriate.
- Establish and maintain the rate code conversion tables between PMS and WRO systems.
- Establish relationships with other Reservations Managers in the comp set as well as in Four Seasons.
- Maintain favorable working relationships among employees to promote maximum morale, productivity, and efficiency.
- Assist with the development of all direct sales presentation material for both travel industry and group sales.
- Provide weekly/monthly training sessions with Reservations team to emphasize best practices.
Minimum Requirement
- Knowledge of Delphi/Meeting Broker/OPERA systems is preferred.
- Proficient in computer skills (including Windows, Microsoft Suite) necessary to complete any correspondence such as proposals, letters, and office communications.
- Excellent telephone manner and ability to communicate with clients and all levels of management.
- Ability to work effectively under pressure and handle several projects/deadlines.
- Strong organizational and self-guided multi-tasking skills.
Comprehensive Benefits
- Medical, dental, and vision insurance
- Vacation, holiday, and sick pay
- 401k participation with company matching program
- Complimentary stays at Four Seasons worldwide, subject to availability
- Complimentary meal prepared by the culinary team
- Complimentary dry cleaning
Compensation
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 -
Job Tags
Holiday work, Worldwide,