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:
Four Seasons Resort The Nam Hai is a Forbes Five-Star winner for six consecutive years. With an idyllic location on Vietnam’s culturally rich central coast, the Resort offers a portal to three extraordinary UNESCO World Heritage sites (Imperial City of Hue, My Son Sanctuary and Hoi An) and a breezy respite on the country’s most celebrated beach. Four Seasons Resort The Nam Hai is 35 hectares wide – Sun-dappled tropical gardens-featuring 4,500 coconut palm trees, bordering a one-kilometer stretch of Ha My Beach & 30 minutes drive from Danang Airport & 15 minutes from Hoi AnAssume the responsibility for the execution of the Reservation Department’s policies and procedures and manage the daily operationMaintain reservation standardsConduct standards testing including call observationConduct regular WRO test calls and provide timely feedbackWork quickly in a high-pressure environment and ability to handle stressDisplay a high level of integrity and professionalism at all times in dealing with guests and employeesSelect and train reservations staff, discipline and recommend succession/termination as necessary, and conduct performance appraisalsSchedule staff according to budget guidelines, while ensuring maximum service to guestsReview/analyze call volume (ACD) reports including abandonment rate, and take action as appropriateComplete all necessary payroll records and labor forecastsManage the reservations staff incentive program and compile/publish monthly results by agentEnforce the established room and rate availability guidelines in order to maximize occupancy and revenueMonitor and ensure rate integrity between Fourseasons.com and other distribution channels, including controlling and balancing inventory in wholesale and online extranets (channels) in a timely mannerPerform pre-arrival check including bookings and profilesOperate and manage the PMS reservation system (including configuration).Work with the Sales Department in handling group bookings, maintaining files, tracing cut off dates, following up on special instructions, etc.Control all pool villa reservations in conjunction with Residence Manger & Front Office Manager and ensure special handling of top clients, VIPs, and return guestsPrepare and distribute daily pick up, occupancy and revenue forecasts and keep all department heads well informed of any unexpected changes in levels of businessPrepares daily, weekly and monthly reports and statistics relating to resort business performance and rental forecasts.Monitor no show collection with Front Office and Finance departmentsMonitor commission payment with the Accounting departmentHandle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservationsCreate and maintain individual rate codes for each account as established by the Sales DepartmentEnsure all reservations staff / 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 requestsAttend and contribute to the yield management meetings held with the Revenue Strategy TeamConduct regular Reservations Departmental MeetingsCoordinate and assist in an annual Reservations Sales Training Program and follow-up training sessions and provide timely feedback to reservations staffDevelop and mentor the reservations staff for future advancementHandle guest complaints keeping senior management well informed of any problems and action takenMaintain favorable working relationships among employees to promote maximum morale, productivity and efficiencyRespond properly in any hotel emergency or safety situationComplete any project assigned by managementIn addition, other duties may be required as directed by Assistant Director of Revenue, Director of Marketing, Resort Manager and General Manager.