Reservations Manager

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:

On Colombia’s Caribbean coast, in the historic city of Cartagena, Four Seasons is revitalizing a collection of landmark buildings dating as far back as the 16th century. Experience the authentic charm of the Getsemaní neighbourhood, where timeless style infuses the 131 accommodations, including 27 suites. Connect to the lively social scene in four restaurants and lounges. Entertain in two ballrooms. Then unwind at the Spa, Fitness Centre and two rooftop pools. With timeless style and legendary service, Four Seasons is shaping Cartagena’s new cultural focal point.

What will you do

Assume responsibility for the execution of the Reservations and Communications Department’s policies and procedures and manage the daily operation.

Maintain reservation standards for room, dining, and spa reservations.

Prepare and distribute occupancy and revenue forecasts and keep all department heads well informed of any unexpected changes in levels of business.

Manage department labour to standard, through weekly and monthly reviews.

Review/analyse call volume (ACD) reports including abandonment rate and take action as appropriate.

Enforce the established room and rate availability guidelines in order to maximize occupancy and revenue.

Operate and manage the OTA reservations systems.

Work with the Sales Department in handling group bookings, maintaining files, tracing cut off dates, following up on special instructions, etc.

Handle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations.

Support ongoing training needs for team including room type knowledge, F&B functions and activities, spa menu changes.

Handle guest complaints keeping senior management well informed of any problems and action taken.

Revenue Management:

· Implement pricing and inventory strategies to maximize revenue.

· Analyze market trends and competitor activities to adjust pricing.

· Work closely with the sales and marketing team and DORM to achieve revenue goals.

Guest Satisfaction:

· Handle escalated guest concerns related to reservations.

· Collaborate with other departments to ensure a seamless guest experience.

· Implement strategies to enhance guest satisfaction and loyalty.

Reporting and Analysis:

https://careers.fourseasons.com/us/en/job/REQ10343336/Reservations-Manager-Gerente-de-Reservas