Assistant Reservations Manager - Hualalai

ASSISTANT RESERVATIONS MANAGER 

The Four Seasons Resort Hualalai is looking for an Assistant Reservations Manager. Candidates with a passion for excellence, expertise in hospitality operations and proven leadership experience are invited to apply for a career with Four Seasons. As a member of the Reservations team, the Assistant Manager works across disciplines to deliver an exceptional experience. 

WHAT YOU’LL DO 

• Primary manager over the recruitment and onboarding of new associates on the team.  Alongside the Reservations Manager, he/she will oversee daily training and development of each staff member to fulfill the primary functions of call conversion and customer loyalty  

• Supervises our initialized training programs for each agent’s development to learn all the behavioral elements to reservations sales.  

• Insures solid sales training foundations and comfort in the reservations sales functions.  Monitors progress daily, weekly, and monthly and provides on-going feedback and written evaluations of progress and direction.   

• Drives employee retention and satisfaction with interpersonal connections and insights to the teams needs and growth.   

• Maintains continued coaching and development, including plans for each reservation agent, to help improve annual performance and identify individuals for advancement within the resort and organization. 

• Oversees daily offline office duties such as PP In-box, Arr/ORS, Chat communication, and email inbox.  Insures all offline duties are performed professionally and timely to standard and balances the team’s assignments to insure all members are capable of performing each function. 

• Liaison with VIP guest calls and pre-arrival communication of distinguished guests.   

• Disseminates special projects and duties to the team to foster growth, development, and recognition.  

• Supports and coaches team to respond to glitches, questions, and challenging guests needs that foster stronger empowerment, trust, and business results.   

• Leads team in downward communication on resort, division, and departmental communication in positive and proactive ways to help keep team informed working varied schedules and hours.   

• Participates in the revenue strategy and forecast meetings with curiosity and findings relative to the department and divisional goals.  Provides updates to campaigns, upcoming inventory concerns, and other priorities and oversight.   

• Capable of performing all roles within the office and coach others to meet standards.   

• Recognizes departmental KPIs and looks for way to influence positive outcome against standards without forcing the metric values upon the team.   

• Supports his/her manager for the comprehensive sales execution of hotel’s annual Festive Season.  Aids in annual strategy and execution of all reservations requirements, deposits, and room confirmations.  Also works the festive desk prior to seasons closure for inquiries for following year. 

• Contributes to the design and execution of the annual business plan for the marketing division including revenue projections in sub-segments, labor, and earmarked improvement metrics 

• Oversees the accuracy and engagement of the Group Reservations Coordinator position in managing all group blocks, billing routing, reservations detail data entry, cut-off dates, and empowered authority 

• Manages the pre-arrival reservation communication and confirmation 

• Assists in the weekly schedule development and balance between team member schedule needs and business requirements.  Always looks to be proactive and keeps the schedule 1-3 weeks ahead for team’s personal planning needs outside work.   

• Hosts monthly offline communication meetings with staff providing an outlet for innovation, communication, and progress 

• Manages bi-weekly reservation incentives for each member of team and compiles/publishes results for pay period and timely approvals. 

• Supports departmental safety and security practices working alongside hotel initiatives and training 

• Supports the Marketing Director in the execution of hotel’s integrated marketing plan 

• Back-up for weekly payroll and any incentive commissions for each agent securing historical records and back-up 

• Back-up for all travel agency commission payment accuracy and timeliness. 

• Provides insights to manager for monthly recap reports on departmental metrics of performance, as well as details for month-end reporting to FSH&R 

• Supports the accuracy and implementation of rate codes for rooms segments and negotiated accounts with hotel and exterior channels. 

• Communications liaison with world reservations office sales team on all brand campaigns, as well as hotel products and services 

WHAT TO BRING 

• Minimum two to three years’ experience in reservations, front desk, guest services, and/or call center sales experience 

• One to two years’ experience supervising and coaching a team within a professional work environment.   

• Excellent verbal and written communication skills and accurate knowledge of the English language. Strong selling, persuasion, decision-making skills.  

• Proficient knowledge of Microsoft Office, Opera, ACD systems, Serenata, Open Table, and, Social Media Engagement is a plus 

• Successful candidate must possess legal work authorization in United States 

JOIN OUR ‘OHANA & ENJOY OUR AMAZING BENEFITS: 

• Salary Range: $69,000 - 74,000

• An on-site Physical Therapist  

•  24-hour access to Indoor and Outdoor Gym 

• Holiday, Vacation & Sick pay 

• Robust Benefit Plan 

• Company Match 401K Plan 

• Laundered Employee Uniform 

• Free employee meals prepared by the Four Seasons Culinary ‘Ohana 

• Complimentary stays at Four Seasons Worldwide 

• Training and Development Opportunities 

• Employee Recognition Programs 

Learn more about what it is like to work at Four Seasons Resort Hualālai, visit us:  

Facebook: https://www.facebook.com/FourSeasonsResortHualalai 

Instagram: https://www.instagram.com/fshualalai/ 

Twitter: https://twitter.com/FSHualalai