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:

In the heart of Worli - the business hub of India’s largest city and close to the entertainment and commercial district of Lower Parel, Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand's first hotel in India, Four Seasons Hotel Mumbai echoes 'Powerhouse Luxury' in the city that never sleeps. Known for unparalleled food & beverage options such as those at AER Mumbai, an award-winning rooftop bar, as well as San:Qi, a city-favourite pan-Asian restaurant with wine bar, private dining rooms, four open-style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.

Basic Function:

Responsible for the overall management of the Reservations Department. Ensures the smooth and efficient operations in the department through prompt, effective and proper reservations service to achieve maximum room revenue in order to meet or exceed the revenue target.

Role and Responsibilities:

• Monitoring and correcting various level standards of reservations/ EPBAX team performance by overseeing and training them.
• Ensuring that the team is updated with complete product knowledge and offers at all times.
• Ensure that departments follow the Four Seasons Standards of Data Entry properly and display a high level of professionalism and integrity at all times.
• Monitoring the process of exchanging guest data with other hotels following confidentiality statement and data privacy guidelines.
• Monitoring the daily pick-up trends through the various segments and highlighting the observations to Director of Revenue.
• Constantly checking the daily reservation activities related to guest response and ensuring the discipline of timely response to each and every query as reservation being first point of contact.
• Assigning the upselling targets to the team and constantly monitoring their performance individually by maintaining daily upsell report.
• Checking the daily Arrival Report, Reservation Enter On and by report, Rate check report, Discount by reason Report, Market segment report and all essential report to ensure error free PMS management.
• Liaison with Sales and Marketing team for all pre arrival guest related corporate queries, MICE coordination and assist in smooth closure of all the queries.
• Liaison Sale, Front office and finance team in error free billing at all times.
• Monitor OTA bookings and constantly check if the rates are in parity while the bookings are processed.
• Respond according to the crisis management plan to any resort emergency or safety situation. 
• Assisting the Director of Revenue in Staff appraisal process by reviewing and communicating the genuine feedback on individual performance.
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.

NON-ESSENTIAL FUNCTIONS:

• Assist with all guest inquiries within the sales and marketing department, including assisting with high telephone volume and walk-in site inspections.
• Assist with the development of all direct sales presentation material for both travel industry and group sales.
• Perform other tasks or projects as assigned by hotel management and staff.
• Designated Trainer – review all CIS/Guessers policies and procedures with all new employees in Reservations, Front Desk, or Residence Club.

Skills and Abilities:

• Reading, writing, and oral proficiency
• Communication Skills
• Strong Customer Service

Education: College education required

Experience:

• Previous Reservations and/or Front Office
• High Volume Call Center
• Computers and Windows 95/98