Cluster Reservations Supervisor

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

Responsible for the efficient operation and manage all reservation duty task with line staff accurately. Develop line staff ability and make strong team.

What you will do

• Maintain a harmonious and professional relationship with 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.
• Assist in other areas of the department as needed.
• Conduct standards testing including call observation (Internal test call reports for agents who do not be covered by Aspire call)
• Conduct follow up training sessions and provide timely feedback to the staff
• Develop and mentor the reservation staff for future advancement.
• Work quickly in a high-pressure environment and the ability to handle stress.
• Assume responsibility for the execution of the Reservation Department’s policies and procedures and manage the daily operations.
• Maintain reservation standard
• 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 reservation 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.
• Inform to (Assistant)Reservation Manager in regards of staff progress, operational changes, problems and complains.
• Handle guest complains keeping senior management well informed of any problems and action taken.
• Assume the duties of the (Assistant)Reservation Manager in his / her absence
• Perform any additional duties as assigned by the Director of Marketing or Reservation Manager.
• Daily STR data input
• Maintain relationships with OTA partners and wholesalers to increase revenue for the hotel. (control the extranet and allotment / rate)
• Handle and maintain accurate records on pick-up, cancellations, no shows and sources / market segment of reservation.
• Advise (Assistant)Reservation Manager of any deviations in rate applications or reservation arrangement.

What you bring

High School education or equivalent experience

At least 2 years work experience in Reservation department, or previous experience in Rooms division or Sales & Marketing.

What we offer :

Schedule & Hours :