Senior Director of Reservations

5 days ago

Miami Beach, Florida, United States Four Seasons Hotels Limited Full time
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:
Here at Palm Beach Island's only Five-Star, Five-Diamond resort, the feel is timeless, charming, and intimately connected to our private beachfront just steps beyond our front door. Every detail and memorable experience tells the story of the warmth and spirit of our iconic island. Dining at Four Seasons Resort Palm Beach is an experience in and of itself, with inspiration drawing from a Michelin star collaboration and the local elements. The crowning jewel of the Resort is Florie's, the only restaurant and bar in the United States in partnership with Mauro Colagreco, recently recognized as Best of the Best in The World's 50 Best Restaurant awards. Write the next chapter of your career in an authentic Palm Beach paradise.

Senior Director of Reservations - Lead, Innovate, and Elevate with Four Seasons

Are you a visionary leader with a strategic and dynamic mindset? Do you thrive in a fast-paced, people-driven environment where innovation and excellence are the standards? If so, this is your opportunity to shape the future of luxury hospitality reservations with Four Seasons' South Florida Collection.

About the Role

The South Florida Collection-comprising Four Seasons Resort Palm Beach, Four Seasons Hotel and Residences at The Surf Club, Four Seasons Hotel and Residences Fort Lauderdale, and Four Seasons Hotel and Residences Miami-is seeking a Senior Director of Reservations to lead and innovate within our Reservations Cluster Sales Call Center in Palm Beach, Florida.

Currently, the Reservations Call Center manages bookings for three of the four properties in the collection: Four Seasons Resort Palm Beach, Four Seasons Hotel and Residences Fort Lauderdale, and Four Seasons Hotel and Residences at The Surf Club. However, this role may extend its services to additional properties in the future.

This is not just a reservations role-it's an opportunity to drive total business generation and guest experience planning across multiple world-class properties. This includes overseeing guest room and suite bookings, private residence rentals, spa, dining, and all ancillary revenue centers, ensuring seamless and exceptional service delivery.

What You'll Do

As the Senior Director of Reservations, you will:
  • Lead with a guest-focused and sales-oriented mindset, ensuring seamless execution, urgency in interactions, and exceptional service recovery.
  • Manage and oversee the South Florida Collection Shared Reservation & Communications Office, ensuring smooth daily operations across all serviced properties.
  • Handle and escalate guest and employee concerns, keeping senior management informed of key issues and resolutions.
  • Champion the Guest Recognition Program and Golden Compliance Standards, ensuring a best-in-class experience for all properties.
  • Foster a positive and productive work environment, enhancing team morale, collaboration, and efficiency.
  • Develop and manage team schedules, balancing operational needs with labor standards and budget guidelines.
  • Drive ongoing training and development for the ResComm team, covering Rooms, Food & Beverage, Spa, and all property-specific details.
  • Oversee reservations for group bookings, ensuring contract obligations, billing, and communication with stakeholders are managed flawlessly.
  • Ensure compliance with Four Seasons Agency Partner Programs and oversee all OTA reservation systems, maintaining rate parity.
  • Monitor and analyze call volume (ACD) and abandonment reports, taking swift action when necessary.
  • Support the Revenue Management Team, assisting with OTB reporting, rate code management, and conversion analysis.
  • Lead monthly ResComm meetings and facilitate coaching sessions for ResComm leaders, ensuring continuous improvement and performance development.
  • Drive standards testing and third-party call testing programs, ensuring service delivery remains at the highest level.
  • Participate in yield and forecast meetings, contributing strategic insights to Sales & Marketing.
  • Ensure timely completion of all operational tasks, including FS Chats, emails, wake-up calls, and special guest requests.
  • Administer and oversee the ResComm staff incentive program, recognizing and rewarding top performance.
What We're Looking For
  • A proven leader with strong people management skills-someone who can lead a multi-manager, multi-department team with confidence and finesse.
  • A dynamic, strategic thinker who thrives on challenging the status quo, improving systems, and driving business success.
  • An innovative problem solver with the ability to analyze data, processes, and guest interactions, transforming insights into action.
  • Exceptional communication and leadership skills, capable of fostering collaboration across multiple departments and properties.
  • A passion for hospitality, sales with a guest-first mindset, ensuring that each interaction reflects Four Seasons' unparalleled commitment to service excellence.
Preferred Qualifications & Skills
  • A four-year college degree is preferred, or an equivalent combination of relevant experience.
  • Strong computer literacy is required; familiarity with Opera, ACD, and other operating systems is a plus.
  • Excellent verbal communication skills in English; proficiency in another language is highly beneficial.
  • A pleasant telephone voice and a professional demeanor that reflects the Four Seasons standard.
  • Previous experience in Rooms Division or Sales & Marketing.
  • Prior reservations experience is a strong asset.
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
  • Complimentary Dry Cleaning for Employee Uniforms
  • Complimentary Employee Meals
  • 401(k) Retirement Plan
  • This position qualifies for participation in our property-based Flex Scheduling Model, allowing for remote work up to once per week, based on business needs and qualification.
This is not a traditional Director of Reservations role-we are looking for an influential, results-driven leader ready to take our South Florida Collection to the next level.

Are you ready to make an impact? Join Four Seasons and redefine what's possible in luxury hospitality.

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website -

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