Naples Beach Club, a Four Seasons Resort · 3 days ago
Director of Reservations
Naples, FL
Full-time
Onsite
Director/ExecutiveFour Seasons is a luxury hospitality company seeking a Director of Reservations for their Naples Beach Club resort. The role involves overseeing the Reservations department, ensuring high performance and exceptional service while managing daily operations and staff training.
Hospitality
No H1B
Responsibilities
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
Qualification
Required
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
Benefits
Medical
Dental
Vision
401K with employer matching all starting at 30 days
Time off plans starting on the day of hire
Complimentary and discounted hotel stays around the world
Wellbeing and mental health initiatives and focused company
Complimentary employee meals and beverages
Tuition reimbursement
Company
Naples Beach Club, a Four Seasons Resort
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 220-room hotel all within a 125-acre walkable coastal village in the heart of Old Naples.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase