Cluster Assistant Director of Reservations

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:

Occupying the top floors of a landmark 39-floor tower, Four Seasons Hotel Tokyo at Otemachi seamlessly blends modern high-style design with classical Japanese elements. From tasteful event venues to dynamic dining and drinking spaces, the Hotel offers a unique experience that is distinctively Four Seasons. The Hotel boasts a prime location above Otemachi Station in Tokyo's prominent financial district, right next to the Imperial Palace. The SPA is a tranquil sky-high sanctuary, complete with water features: vitality pools, mist chairs, and traditional Japanese ofuro baths. Dining options range from est, a Michelin-starred contemporary French restaurant, to PIGNETO, which serves authentic Italian cuisine with an al fresco terrace. VIRTÙ, listed on Asia's 50 Best Bars, is an immersive concept bar that harmoniously blends the drinking cultures of two iconic capitals, Paris and Tokyo. THE LOUNGE is the perfect spot for anything from an impromptu business meeting to a glamorous afternoon tea, all enhanced by stunning views of the Imperial Palace Gardens and the breathtaking Tokyo skyline.  

About the role
The Assistant Director of Reservations supports the Director of Reservations in managing daily operations, team performance, and reservation sales effectiveness. The role focuses on executing strategies, supervising team members, and ensuring operational excellence while acting as the department lead in the Director's absence.

What you will do

People Functions

·         Maintain a harmonious and professional relationship with the team, co-workers, and all departments.

·         Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.

·         Provide daily leadership, guidance, and support to the Reservations team to ensure service excellence, productivity, and operational efficiency.

·         Lead the team by example, demonstrating Four Seasons values, service culture, and professional standards always.

·         Conduct regular coaching sessions, call observations, and quality reviews to identify development opportunities.

·         Perform internal standards testing and call monitoring for team members not covered under Aspire call evaluations and provide timely, constructive feedback and follow-up coaching to enhance individual performance.

·         Conduct follows up training sessions and provide timely feedback to the staff.

·         Support onboarding and training of new team members, ensuring smooth integration into the department.

·         Assist in developing and implementing training programs that enhance product knowledge, sales skills, systems proficiency, and guest service standards.

·         Identify high-potential employees and support their professional growth and career development and recognize achievements and provide coaching to address performance gaps and improve results.

·         Support the Director of Reservations in conducting performance evaluations and development discussions.

·         Ensure team members understand their responsibilities, performance expectations, and departmental objectives.

·         Demonstrate strong interpersonal and communication skills to effectively engage, coach, and support team members.

·         Maintain composure and provide leadership during periods of high business demand, ensuring team productivity and morale remain strong.

·         Display a strong understanding of employee engagement principles, including self-esteem and personal development needs, and provide appropriate recognition, coaching, and support to foster individual growth and team success.

·         Ability to supervise the day-to-day duties of the reservation team and assist as necessary.

·         Conduct monthly departmental meetings to communicate business updates, departmental initiatives, and address team concerns.

·         Maintain open communication with team members through regular one-on-one discussions and coaching sessions.

·         Participate in and develop staff training programs and development plans in order to minimize staff turnover and maintain high morale.  Particular emphasis should be given to those individuals qualifying for future advancement.

·         Supervise, train and motivate department staff to thoroughly understand all of their duties and responsibilities.

·         Meet with Cluster Director of Reservations on a weekly basis to communicate all activities and report of any concerns.

·         Lead recruitment, selection, onboarding, talent attraction, and employee retention initiatives to build a high-performing, engaged, and stable Reservations team while supporting current and future staffing needs.

·         Actively network within the community to attract potential candidates for recruitment purposes.

• Prepare reviews and development plans and take appropriate personnel-related action (i.e. hire, commend, discipline, evaluate, etc.) with reservation team as required.
• Assist in other areas of the department as needed.

Product Functions

·         Assume responsibility for the execution of the Reservation Department’s policies and procedures and manage the daily operations.

·         Assume responsibility of Cluster Director of Reservations and Revenue Management during his / her absence. 

·         Making sure all channels, FS.com, all OTAs including Ctrip and Ikyu has the most updated packages and information of the hotel.

·         Participate monthly meeting with all the OTAs manager to understand market information and also any activities to drive business to the hotel.

·         Maintain reservation standard and upsell goal is achieved and address the opportunity.

·         To develop a strong, upsell culture within the team.

·         Display a high level of integrity and professionalism all times in dealing with guests and employees.

·         Work with Sales and Catering team in handling group bookings.

·         Control all suite reservations in conjunction with Front Office team and ensure special handling of top corporate clients, VIPs and return guest.

·         Ensure all reservation staff are familiar with all guest rooms, selling techniques, hotel facilities, services, special activities and to ensure proper follow up all special guest requests

·         Establish and maintain Opera configuration setup including rate loading.

·         Handle guest complaints keeping senior management well informed of any problems and action taken.

·         Manage all reports including month end and upsell.

·         Perform any additional duties as assigned by the Commercial Director or Director of Revenue management.

Profit Functions

·         Daily STR data input

·         Maintain relationships with OTA partners including Ikyu and wholesalers to increase revenue for the hotel. (control the extranet and allotment)

·         Handle and maintain accurate records on pick-up, cancellations, no shows and sources/market segment of reservation.

·         Advise of any deviations in rate applications or reservation arrangement.

·         Work closely with Director of Sales to ensure we maximize revenue. 

·         Manage SP3 and flow through of inventories.

 

What you bring

College Education or equivalent

Minimum of Five years of experience in hotel reservations in leadership role
  
What we offer: 
•    Competitive Salary, wages, and a comprehensive benefits package
•    Excellent Training and Development opportunities
•    Complimentary Accommodation at other Four Seasons Hotels and Resort
•    50％F&B outlet discount for other Four Seasons Hotel in Japan.
•    Complimentary Employee Meals
•    Social insurance

•    Define contribution benefit

•    Yearly health checks up

Schedule & Hours:

•     40 working hours per week. 

•     10 days off every month except February　（9 days）