Reservations Assistant 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:

A true home away from home. Four Seasons Resort at Sharm El Sheikh dedicates to perfecting the travel experience through continual innovation and the highest standards of hospitality. From elegant surroundings of the finest quality, to caring, highly personalized 24-hour service, Four Seasons embodies a true home away from home for those who know and appreciate the best. The deeply instilled Four Seasons culture personifies by its employees - people who share a single focus and encourage to offer phenomenal service.

About the role

Assume responsibility for the execution of the Reservation Department’s policies and procedures and manage the daily operation. Maintain reservation standards. Conduct standards testing including call observation. Conduct regular WRO test calls and provide timely feedback. Work quickly in a high-pressure environment and ability to handle stress. Display a high level of integrity and professionalism at all times in dealing with guests and employees.

What you will do

• Overseeing the daily operation of the Reservations department.
• Leading, coaching, motivating and developing our reservations team.
• Focusing on quality assurance, call and email conversion, voice sales effectiveness, sell out and upsell efficiency.
• Maintaining Global standards on reservation related areas (Market code, profile, data field) and work closely with the Worldwide Reservations Office.
• Being involved in revenue management decisions such as inventory management, distribution channel management, overbooking and weekly 21 day forecasting.
• Actively drive sales for the Hotel by maintaining business relationships with travel agents, corporate and leisure business.
• Working closely with other departments on a day to day basis including Sales and Front Desk.
• The ability to assume responsibility for the execution of the Reservation Department’s policies and procedures and manage the daily operation
• The ability to maintain reservation standards
• The ability to conduct standards testing including call observation
• The ability to conduct regular WRO test calls and provide timely feedback
• The ability to work quickly in a high-pressure environment and ability to handle stress
• The ability to display a high level of integrity and professionalism at all times in dealing with guests and employees
• The ability to select and train reservations staff, discipline and recommend succession/termination as necessary, and conduct performance appraisals
• The ability to schedule staff according to budget guidelines, while ensuring maximum service to guests
• The ability to review/analyze call volume (ACD) reports including abandonment rate, and take action as appropriate
• The ability to complete all necessary payroll records and labor forecasts
• The ability to manage the reservations staff incentive program and compile/publish monthly results by agent
The ability to enforce the established room and rate availability guidelines in order to maximize occupancy and revenue

What you bring

• College degree
• Computer literate (Knowledge of Fidelio/EECO an asset)
• Proficient in verbal/written English, proficiency in another language is helpful
• Pleasant and professional telephone manner
• Previous experience in Rooms Division or Sales and Marketing
Previous reservations experience an asset

Schedule & Hours:

• Full Time - 8hrs