Assistant Reservation Manager

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 rare gem on Florida’s Gulf Coast of Southwest Florida, Naples Beach Club, a Four Seasons Resort, is an exclusive collection of 156 luxurious beachfront private residences and a 222-room hotel all within a 125-acre walkable coastal village in the heart of Old Naples. Honoring local heritage and artfully reimagined for modern-day elegance, the resort includes residents-only facilities and amenities, a luxury spa and state-of-the-art well-being/fitness center, exquisite and diverse fine dining outlets, outdoor pursuits to include a tennis center, and an 18-hole golf course, bowling and movie theater experiences, and an exclusive private club. The first of its kind, the Naples Beach Club, a Four Seasons Resort, is paradise found.

About the role:

The Assistant Reservations Manager assists the Reservations Manager to oversee and manage the Reservations department staff, ensuring smooth operations, high performance, and exceptional service.

What you will do:

-Be a part of the opening team!

-Assist the Reservations Manager in the execution of policies and daily operations of the Reservations and Communications (ResComm) Department.

-Maintain reservation standards for rooms, dining, and spa, including conducting call observations and standards testing.

-Assist in the coordination of call testing with third-party companies, including scheduling and expectations.

-Analyze call volume (ACD) reports, including abandonment rates, and take appropriate action.

-Assist in maintaining OTA reservations systems and group bookings, ensuring proper tracking, maintenance, and follow-up.

-Assist in managing suite reservations, ensuring special handling for VIPs, corporate clients, and return guests.

-Maintain the phone system and chat, address issues, and train staff.

-Collaborate with F&B and Spa teams to ensure process adherence and proper information sharing to provide ongoing training to staff on room types, food and beverage offerings, and spa updates.

-Handle guest complaints and keep senior management informed of actions taken.

-Performs and follows up on all extra tasks, actions and responsibilities assigned by the Reservations Manager.

What you bring:

-Previous experience in a supervisory role in Rooms Division or Sales and Marketing. Previous Reservations experience is an asset.

-Proficient in computer use (knowledge of Opera, ACD and other operating systems).

-Well organized and able to prioritize in a busy environment.

-This position requires independent judgement and discretion on decision making and managing confidential property information.

-Experience working in a team environment and developing working relationships.

-Pleasant telephone voice and manner with excellent verbal skills in English, proficiency in another language is helpful.

-Fluency in English is required for this location and this job requires applicants to have current work authorization in the in the United States. Bi-lingual fluency in Spanish is preferred.

What we offer:  

https://careers.fourseasons.com/us/en/job/REQ10352107/Assistant-Reservation-Manager