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:

Award-winning hospitality and modern design surrounded by ancient wonders. Set atop the tallest of Amman's seven hills, within the leafy streets of the prestigious Abdoun residential area, our newly renovated hotel is a beacon of elegance in the centre of the city – and the first and only hotel in Jordan to receive the prestigious Forbes Five-Star rating. We invite you stay with us as you explore the historic sites of Petra and Wadi Rum or the storied waters of the Dead Sea, all within easy reach.

About the role

Our Reservations Manager is primarily responsible for maximizing room sales and revenue, to ensure the efficient and smooth running of the Reservations Department and to be responsible for the work, discipline and welfare of the staff.

What you will do

• Complete the staff rotas, arranging holidays and completing the weekly time sheets ensuring maximum coverage according to the needs of the business.
• Ensure all members of staff are trained to the standards set by Four Seasons. 
• Allocate duties and delegate work within the department continuously monitoring the progress and ensuring that all work is kept up to date. 
• Ensure that all staff are well groomed, neatly dressed and in the appropriate uniform, taking corrective action when necessary. 
• Develop systems and work procedures for new policies and recommend any improvements to the Director of Revenue Management and Reservations. 
• Act upon any deviation from the set standard of performance and job description by any member of staff, providing appraisals and further training and taking disciplinary action if necessary.
• 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
• Manage the reservations staff incentive program and compile/publish monthly results by agent
• Conduct follow-up training sessions and provide timely feedback to reservations staff. 
• Deal with any complaints in the area of his or her responsibility, to investigate all pertinent details, to report findings to management and to take the necessary steps to avoid a re-occurrence. 
• Maintain maximum occupancy within the hotel, avoiding overbooked situations and maintaining the correct guest mix 
• Instill a sales orientated attitude into the Reservationists, including a complete knowledge of all suites and hotel facilities as well as the local area and closest competitors. 
• Control the free sale of all representatives to the Hotel's best advantage regarding the amount of reservations that are commissionable
• Co-ordinate all group bookings, working closely with the Director of Revenue Management and Sales Department
• Control corporate and executive office allocation, increasing and decreasing it whenever necessary
• Be aware of all major events throughout the coming year which may affect any new projects or changes within the hotel
• Check each days arrival list one week in advance to ensure all reservations are secure and reconfirm where necessary.  To check them again two days in advance to ensure, reconfirm where necessary and ensure all are properly filed
• Ensure adherence by all staff within the department to all health, safety, fire and bomb procedures and processes
• Other duties as required by Senior Management, relating to the operation of the Front of House department
• Ensure all reservations staff and WRO staff are familiar with all guest rooms, selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow-up on all special guest requests.
• Monitor no show collection with Front Office and Accounting departments. 
• Highly motivated to interact with a discriminating clientele to exceed guest expectations, focused on meeting Four Seasons standards of excellence and achieving defined results 
• Provide general information and inquiries to all callers and is familiar with all Resort services, hours of operation, key hotel personnel, daily activities, special function, etc - Daily ongoing throughout the day
• Successfully utilize and trains the team on the telephone switchboard, the hotel computer system and facsimile machines. 
• Prepare and update the telephone extension directory as required
• Ensure accurate preparation and posting of charges for operator assisted calls
• Respond properly in any hotel emergency or safety situation.
• Maintain an organized administration of departmental and personnel records, including scheduling and leave planning 
• Ensure employees adhere to the code of conduct and grooming & hygiene standards as specified in the employee handbook
• Conduct daily briefing and monthly departmental meeting (with minutes copied to division head) and participates in meetings when invited
• Maintain a clean and orderly work area and ensures tools & equipment are well maintained and in sufficient supply
• Promote and ensures a safe working environment 
• Report and log all telephone maintenance and operational problems, ensure follow- up on a continuous basis
• Review telephone bills, resolve discrepancies, monitor call accounting system and interface with computer system to maximize revenues
• Reconciliation of monthly telephone bills
• Maintain upkeep of phone equipment and headsets, handle telephone change orders and reconcile invoices for servicing of the equipment

What you bring

• Business Administration degree or equivalent experience.
• Excellent verbal and written communication skills in both Arabic and English Languages.
• Excellent time management and ability to multi-task and respond to changing priorities.
• Excellent computer skills in Word, Excel, and Outlook
• Customer service orientation, analytical thinking, and result driven.

What we offer:

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals

Schedule & Hours:

• Full time Job.
• Due to local labor law, applicants must hold work authorization for Jordan, namely a Jordanian ID.

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