Reservations Assistant Manager
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Reservations Assistant Manager

Four Seasons

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Reservations Assistant Manager

About the job



Reservations Assistant Manager

Our Brand Promise: 
At Four Seasons, life is richer when we truly connect to the people and world around us. Whether you work, stay, live or discover with us, our purpose is to create impressions that will last a lifetime.

Our Promise To You: 

To create a culture and a work ethic based on the Golden Rule, giving our people a framework to pursue a superior international service culture.  

What Makes Us Unique: 

Rolling foothills and postcard-worthy views of sun and surf surround our idyllic Residence Club, where families and pleasure-seekers of all ages come to play. Tucked away in the laid-back coastal town of Carlsbad, California, just half an hour north of San Diego, Carlsbad offers miles of uncrowded beaches and some of the best golf courses in North America.  

The Residence Club is located in the master planned community of Aviara, in the city of Carlsbad.  Today, business travelers, families, friends and couples continue to flock to this destination. Combining unmatched Four Seasons service with the ultimate in style, comfort and attention to detail, the Residence Club offers the perfect accommodation for those who want to experience the very best amidst an idyllic setting.  Our team is built on mutual respect, collaboration, excellent service and a passion for owner and guest experiences.  Four Seasons provides employees with the same level of care that we give our guests and owners.

What We Expect:

Job Duties include but are not limited to:

  • Work quickly and accurately in a demanding environment.
  • Display a high level of integrity and professionalism at all times in dealing with owners, guests and employees.
  • Establish relationships with resort club managers at own property as well as throughout Four Seasons.
  • Respond properly in any resort club emergency or safety situation.
  • Complete any projects assigned by the management.
  • Recommend and implement inventory controls that generate the most effective use of available time for the Owner Services staff.
  • Work cohesively with Assistant Director of Residences & Revenue Manager to compare actual to theoretical Rental inventory to ensure the numbers are sufficient to meet the needs and make recommendations for adjustments as the needs arise
  • Work cohesively with Assistant Director of Residences & Revenue Manager to adjust rental/owner inventory numbers daily as required.
  • Create and submit Residence Club forecasts leveraging Opera and RevFinder reports. Monitor accuracy on daily/weekly basis.
  • Interpret business analytics into meaningful action to improve rental metrics
  • Prepare and distribute occupancy and revenue forecasts and keep department heads well informed of any changes.
  • Prepare and analyze reports for rooms and ancillary (Driftwood Spa, Seasons Restaurant, In Villa Dining, Palmera & Summits pools) spend for month end distribution
  • Process weekly Travel Agent Commissions, as well as perform ad hoc research as required.
  • Produce daily, weekly, monthly and quarterly Call Statistics and reservation conversion reports.
  • Produce daily, weekly, monthly and quarterly revenue reports as directed by management.
  • Manage inventory through all distribution channels for optimal availability
  • Lead optimal pricing strategy and analysis and recommendations – engage 3rd party expertise when appropriate
  • Lead weekly Revenue Strategy Meetings and build consensus within Revenue Strategy team to move new initiatives forward. 
  • Work with Owner Services Management & Supervisor to provide call tracking data, KPI’s and increase call conversion and lower call abandonment.
  • Support Revenue Manager in regularly attending engagements with OTA Market Managers, plus liaise regularly with Sales & Marketing team, agencies and vendors on campaign management opportunities (GDS advertising, OTA promotions, PPC, FSHR corporate promotions, etc)
  • Load rates and properly allocate Owner and rental inventory daily/weekly and report against budget.
  • Conduct quality control audits to assure that established standard procedures are followed by the Owner Services Agents (Standards tests, Aspire test calls, reservation audits, etc.) and provide immediate feedback/recognition.
  • Ensure of Guest Recognition Specialist’s (GRS) participation in all monthly calls and join monthly calls.
  • Ensure GRS shares relevant information from the calls with the Owner Services team.
  • Work closely with Groups Coordinator to ensure the groups needs/requests are accurately processed according to resumes provided by Sales.
  • Schedule regular coaching sessions with the Owner Services Agents to inform them of their performance and hold them accountable for their results/performance.
  • Partner with Assistant Director or Residences (and in some cases managers from other departments) on the creation and modification of the Policies & Procedures for Owner Services.
  • Ensure all local and corporate policies and procedures are adhered to (as they relate to reservations) daily.
  • Ensure proper training tools are in place for the Owner Services staff, are in place as well as conduct regular assessments on the trainee(s) during the training process.
  • Work in conjunction with the Assistant Director of Residences to ensure monthly department meetings are held to include: date selection, completion of agendas, minute distribution and updates to the team on any items in need of follow up.
  • Conduct 90-day and annual performance reviews for the Owner Services staff.
  • Schedule staff according to budgeted guidelines, while ensuring maximum service to guests.
  • Complete all necessary payroll records.
  • Audit all reservations in conjunction with the Front Desk Manager and ensure special handling of top corporate clients, VIPs.
  • Operate at all times within the guidelines of the Associations Governing Documents.
  • Actively participate in problem solving situations with owners/guests.
  • Handle guest complaints keeping senior management well informed of any problems and action taken.


Skills/Qualifications:

Ideal candidate will have:

  • Excellent oral and written communication skills; must be able to write clearly and effectively
  • Must be able to condense complex data into meaningful strategy
  • Ability to present contrarian viewpoint and gain consensus through business analytics
  • Effectively manages and can work under pressure to meet various deadlines in a fast-paced environment
  • Strong time management skills and effectively handles multiple tasks/projects simultaneously
  • Excellent analytical, organizational and problem-solving skills
  • Capable of working and communicating effectively with senior management 
  • Must be flexible and dependable to work beyond a standard workday when required
  • Strong leadership skills
  • Able to work independently with minimal supervision
  • Excellent verbal communication skills through the utilization of telephone and web-based meeting approach
  • Must have experience and strong knowledge of spreadsheets and database use
  • Knowledge of MS Office - Excel, Word, PowerPoint, PowerBI, Opera property management system.


We Offer:

  • Salary Range: $65,000-$67,600
  • Medical, Dental, Vision, Employee Assistance Program, and 401k Retirement Plan
  • Sick Pay, Holiday Pay, Disability Coverage and Life Insurance
  • Exclusive discount and travel programs with Four Seasons Hotels and Resorts
  • Complimentary Employee Meals
  • Comprehensive learning and development programs to help you master your craft.
  •  Inclusive and diverse employee engagement events all year-round


We look forward to reviewing your application.

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://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
Closed

Reservations Assistant Manager

United States

Full-time, Indefinite

Start Date:As soon as possible

Latest start date:

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