Cluster Reservations Manager

Job description

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: Iconic elegance in Milan’s most fashionable neighbourhood. . A 15th-century convent turned sophisticated garden retreat, Four Seasons Hotel Milano is a haven in the centre of Milan’s Fashion District. Fall asleep under frescoes in high-ceilinged rooms, dine on authentic Italian dishes on the airy veranda and recover from a day of shopping and sightseeing with a massage in our sleek, modern Spa. The Role of Cluster Reservations Manager: Reporting to the Senior Director of Revenue, responsibilities will include: Oversee the daily operations of the Cluster Reservations and Telecommunications departments, ensuring smooth and efficient reservation processes for both Four Seasons Hotel Milano and San Domenico Palace, Taormina. Focus on quality assurance, ensuring the highest standards of call and email conversion and customer service. Manage manning with strategic approach on property needs driven by demand. Support cross selling of the Team with a continuous coaching, and organizing trainings from other departments involved. Maintain global reservation standards while actively driving sales for both properties. Lead quality assurance initiatives to continuously improve customer interactions and reservation processes. Control room and rate availability, ensuring optimal yield and occupancy across both hotels. Supporting the Director of Revenue. Work closely with the Revenue and Sales teams to manage group bookings, ensuring alignment with overall revenue strategies and business needs. Understand and distribute detailed occupancy and revenue forecasts to the team, providing insights and recommendations for maximization of room revenue and overall hotel performance. Ensure a high level of guest satisfaction by focusing on service excellence and efficient reservation handling. What you bring Fluency in Italian and English is required for this position Solid experience as a Reservation Manager, with a strong understanding of revenue management Experience in rooms division within a luxury, fast-paced environment Passionate and motivated with excellent interpersonal and relationship-building skills High level of integrity and transparency Excellent analytical, organizational, and problem-solving skills Ability to work well under pressure and meet deadlines Desire to foster a continuous learning environment Commitment to creating opportunities for professional development Requires Knowledge Opera System and knowledge of how to operate computer equipment Cross-cultural sensitivity and customer service orientation What we offer: Competitive Salary, wages, and a comprehensive benefits package Excellent Training and Development opportunities Complimentary Dry Cleaning for Employee Uniforms Meals available at our Employee Restaurant Employee Experience initiatives: from annual themed employee party to many ESG events throughout the year Employee Recognition Programs Opportunities to build a successful career with global potential Schedule & Hours: This position is based at the Four Seasons Hotel Milano. The candidate must have a flexible schedule with the ability to work all shifts, weekends and holidays. You must possess the legal right to work in Italy and have fluency in English and Italian.