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:A rare gem on Florida’s Gulf Coast of Southwest Florida, Naples Beach Club, a Four Seasons Resort, is an exclusive collection of 156 luxurious beachfront private residences and a 222‑room hotel all within a 125‑acre walkable coastal village in the heart of Old Naples. Honoring local heritage and artfully reimagined for modern‑day elegance, the resort includes residents‑only facilities and amenities, a luxury spa and state‑of‑the‑art well‑being / fitness center, exquisite and diverse fine dining outlets, outdoor pursuits to include a tennis center, an 18‑hole golf course, bowling and movie theater experiences, and an exclusive private club. The first of its kind, the Naples Beach Club, a Four Seasons Resort, is paradise found.About the role:The Director of Reservations oversees and manages the Reservations department staff, ensuring smooth operations, high performance, and exceptional service.What you will do:Be a part of the pre‑opening team.Oversee the execution of policies and daily operations of the Reservations and Communications (ResComm) Department.Maintain reservation standards for rooms, dining, and spa, including conducting call observations and standards testing.Coordinate call testing with third‑party companies, including scheduling and expectations.Manage department labor to standard through regular reviews.Analyze call volume (ACD) reports, including abandonment rates, and take appropriate action.Manage the ResComm staff incentive program, compiling and publishing monthly results.Enforce room and rate availability guidelines to maximize occupancy and revenue.Oversee OTA reservations systems and group bookings, ensuring proper tracking, maintenance, and follow‑up.Support Group Rooms Coordinator and Guest Recognition Program.Oversee suite reservations, ensuring special handling for VIPs, corporate clients, and return guests.Maintain the phone system, addressing issues and training staff.Monitor no‑show collections and commission payments with Front Office and Accounting.Ensure accurate reservation confirmations and system updates.Manage wake‑up calls and maintain records of pick‑ups, cancellations, and no‑shows.Support Revenue Management with OTB reporting, rate codes, and reservation conversion metrics.Collaborate with F&B and Spa teams to ensure process adherence and proper information sharing.Provide ongoing training on room types, food and beverage offerings, and spa updates.Participate in yield and forecast meetings with Sales and Marketing.Conduct departmental meetings, provide feedback, and hold one‑on‑one sessions with ResComm leaders.Coordinate the annual Reservations Sales Training Program and ensure staff training on department systems and hotel information.Handle guest complaints and keep senior management informed of actions taken.What you bring:Pre‑opening experience, project, and stakeholder management.Excellent personal presentation and interpersonal skills.College degree required.Requires working knowledge of department operations as well as Four Seasons cultural and core standards, policies, and standard operating procedures.Previous experience in Rooms Division or Sales and Marketing.Previous reservations experience an asset.Proficient in computer use (Knowledge of Opera, ACD and other Operating systems an asset).Excellent verbal skills in English, proficiency in another language is helpful.Pleasant telephone voice and manner.This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends, and holidays. Day and evening shifts.What we are offering you:Four Seasons believes in offering the best to the best when it comes to employee benefits Here is what we are offering you:Lucrative salaryMarket‑leading benefits package that includes: Medical, Dental, Vision, and 401K with employer matching all starting at 30 daysTime off plans starting on the day of hireAn opportunity to be a part of a cohesive team in an inclusive work environmentComplimentary and discounted hotel stays around the worldWellbeing and mental health initiatives and focused companyEmbracement and promotion of diversity in our workplaceComplimentary employee meals and beveragesTuition reimbursementVisa RequirementsUS work authorization is required unless the candidate is currently in a managerial position at a Four Seasons location. Current Four Seasons managers may qualify for L‑1 visa sponsorship.Four Seasons is an Equal Opportunity, Minorities, women, veterans, and individuals with disabilities are encouraged to apply. 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