Reservations Assistant Manager

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. Our company values are much more than a program or a policy; they define who we are and inform the decisions we make. The company's guiding principle is the Golden Rule, and as such Four Seasons strives to have a long-lasting, positive influence on the communities where we operate and on the people we employ and serve around the world.

“The reason for our success is no secret. It comes down to one single principle that transcends time and geography, religion, and culture.  It’s the Golden Rule – the simple idea that if you treat people well, the way you would like to be treated, they will do the same.” – Isadore Sharp, Founder and Chairman Four Seasons Hotels and Resorts.

Career Opportunity

The deeply instilled Four Seasons culture is personified by its employees, people who share a single focus and are inspired to provide exceptional service. Be part of a cohesive team with opportunities to build a successful career with global potential

About Four Seasons Hotel Riyadh:

Call one of Saudi Arabia’s most prestigious addresses home. Share a leisurely brunch with important guests and host memorable meetings in our cosmopolitan oasis. Inside the soaring Kingdom Centre tower, you’ll be met with exceptional views and contemporary cuisine along with Arabic hospitality, elevated with Four Seasons highly personalized service

Reservations Assistant Manager

Four Seasons Hotel Riyadh at Kingdom Centre is looking for individuals who are holding Saudi's nationality.

The Reservations Assistant Manager is responsible for the daily operations of the Reservations office in an efficient and detailed manner.  This involves assisting in taking reservations calls, cleaning incoming reservations, answering emails from the Reservations in-box, providing support to the Group Coordinators, and assisting the Reservations Manager in reporting, yield management, and coaching and motivating the team.

RESPONSIBILITIES:
Assume responsibility in collaboration with Reservations Manager of Reservations Department policies, procedures and manage the daily operation  
Review task processes and staff productivity in ensuring that work standards are consistently met
Ensure all guest reservations and requests are handled in an accurate and efficient manner and that all correspondence is promptly handled on the same day received
Take charge of guest complaints/disputes on a daily basis ensuring guest satisfaction
Monitor the daily bookings received from the Website / GDS / ADS for the last 24 hrs to ensure all aspects are actioned properly
Review/analyze call volume report and abandonment rate; Take action as appropriate
Supervise checking of arrival and ensure that reservations are correct and handled proficiently
Monitor group reservations activities and cut-off schedules
Review allotments based on cut-off schedules
Monitor inventory control and selling strategies as instructed
Oversee all arrivals during tight periods to minimize unexpected "wash" or attrition
Ensure telephone etiquette and Four Seasons standards are met, that Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands
Conduct standards testing including call observation.  
Assist Reservations team whenever necessary in performing all job functions to the standards
Provide hands-on training for staff on a continuous basis ensuring their knowledge of hotel services, features and amenities
Update the team regarding room availability to maximize sales opportunities and minimize regrets build-up
Handle staff scheduling and administrative report requirements
Take charge of the department in the absence of the Reservations Manager and handle special projects delegated by the Reservations Manager
Gain appropriate knowledge of utilization of Opera to ensure selling strategy is understood
Handle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations.  
Create and maintain individual rate codes for each negotiated account as established by the Sales Department.  
Review suite reservations in conjunction with Reservations Manager and Front Office to ensure special handling of top corporate clients, VIPs, and return guests.  
Assist Group Coordinator to ensure correct handling of group bookings, maintaining files, tracing cut off dates, following up on special instructions, etc.  
Effectively manage Sell out efficiency with Reservations Manager, Director of Revenue and Front Office Manager
Display a high level of integrity and professionalism at all times in dealing with guests and employees.  
Keep the Reservations Manager informed of staff progress, operational changes, challenges, complaints, as well as any sudden fluctuations in occupancy levels.
Work efficiently in a high-pressure environment and handle stress effectively.  
Ensure Elite Program is followed and our Top VIP 111 guests are flagged.
Review Reservations Made yesterday
Pre-arrival Check & Communication for 7 upcoming days

PREFERRED QUALIFICATIONS AND SKILLS:
3-4 Years Management experience in Reservations preferably in a luxury environment
Strong computer skills including but not limited to Microsoft Office and Opera PMS
Knowledge of up selling techniques and revenue management
Reading, writing and oral proficiency in Italian and English. A third language would be a plus.
Concern for quality, leadership skills and result-oriented personality
The ideal candidate has great interpersonal skills and s/he is guest-oriented

We look forward to receiving your application!

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