Reservations Manager

About the role

The Reservations Manager will lead the Reservations and Communications operation for the new Four Seasons Resort and Residences Dominican Republic, shaping culture, systems and guest experience from the pre‑opening phase.

Key responsibilities

• Recruit, train, coach and lead the Reservations and Communications team, establishing clear expectations and a culture of accountability.
• Develop and execute departmental policies, procedures, workflows and service standards for both pre‑opening and operational phases.
• Oversee reservation quality for rooms, dining and spa, including call observations, standards testing and targeted coaching.
• Monitor performance indicators such as call volume, conversion rates and productivity, taking timely corrective action.
• Manage reservation systems, telephone and chat platforms, OTA channels and group bookings.
• Partner with the Director of Revenue Management on inventory controls, occupancy, rate strategy and revenue optimization.

Required profile

• Previous leadership experience in Reservations, Rooms Division, Revenue or a related luxury hospitality function.
• Strong operational knowledge of reservation processes, distribution channels and contact‑center performance.
• Excellent organization, prioritization, problem‑solving and decision‑making skills.
• Professional telephone presence and excellent written and verbal communication skills in English and Spanish.

Required skills

• Proficiency with Opera, ACD or comparable telephone platforms, chat systems and other hotel operating systems.
• Ability to lead, develop and motivate a team in a fast‑paced environment.