ResComm/ 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:

Welcome to wine country luxury. In the food and wine capital of North America, Four Seasons welcomes you to a one-of-a-kind wine country resort set within a world-class vineyard. Discover innovative and seasonal cuisine at Michelin-starred Auro, holistic spa rituals at Spa Talisa and thoughtfully personalized Four Seasons service. Raise a glass to all the best in life as you soak in magnificent views of Napa Valley from this Forbes Travel Guide Five-Star resort.

About the role: ResComm is a combination of the Reservations and Communications department. The ResComm Supervisor will supervise the activities of the ResComm team. Directs staff to perform the duties below and will also perform these duties on their own. Answers and directs phone calls, pages, radio requests and faxes in an efficient, courteous, and professional manner to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. Responsible for providing information to prospective guests, coordinates details of each reservation to ensure guest satisfaction. This position reports directly to the Reservations Manager.

What you will do:

• Supervises day-to-day performance of the ResComm Agents. Ensure agent’s daily checklist is accurately completed and other assigned tasks.

• Supervise and assist as needed with the answering and directing of phone calls, pages, radio requests and faxes, wake up calls, in an efficient manner.

• Assume responsibility in collaboration with Reservations Manager of Reservations Department policies, procedures and manage the daily operation. Take charge of the department in the absence of the Reservations Manager and handle special projects delegated by the Reservations Manager.

• Perform daily stand up and run meetings for ResComm. Ensure team is familiar with all guest rooms, spa, dining and 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 requests.

• In absence of the Reservations Management, review task processes and staff productivity in ensuring that work standards are consistently met. Conduct standards testing including call observation. 

• Monitor the daily bookings received from the Website / GDS / ADS to ensure all aspects are actioned properly. Oversee all arrivals during tight periods to minimize unexpected "wash" or attrition.

• Resolve customer complaints, manage all guest interactions with the highest level of hospitality and professionalism, accommodate special requests whenever possible, assists customers in all inquiries in connect with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interactions with guests will be in person, on the phone, via email and Chat Messenger.

• Utilize and oversee proper working conditions of the telephone switchboard, the hotel computer systems (e.g. property management, paging and radio systems), high-speed Internet system and facsimile machines. 

• Utilizes a variety of computer systems for reservation duties, run daily reports, order supplies, communicate daily.

• Perform tasks for Guest Recognition and ensure proper training and usage throughout each department.

• Assist with responsibilities and duties in the absence or heavy volume in the areas of Reservations, Group Coordinator, Guest Relations, and Front Office. Assist with rate loading, extranet relationship.

• Assist Commercial or Front Office with tasks, projects, and reports. Oversee reports and tracking such as l