Cluster Assistant Director of Reservations

About the role

The Assistant Director of Reservations supports the Director of Reservations in overseeing daily operations, team performance and reservation sales effectiveness across multiple hotels in the Japan Collection. The role executes commercial and operational strategies, supervises and develops team members, ensures service and process excellence and drives revenue through effective reservation management. It acts as department lead in the Director's absence.

Key responsibilities

• Lead, coach and develop the Reservations team, run performance reviews, onboarding and training, and handle recruitment and retention
• Oversee daily operations across the Japan Collection, ensure accurate room, rate and package information on all distribution channels, and maintain reservation quality and response standards
• Coordinate with Sales, Catering, Front Office and other departments on groups, suites, VIPs, corporate accounts and special requests
• Maintain Opera configuration, rate setup and reservation system integrity, and monitor KPIs such as booking accuracy, response times and upsell
• Monitor reservation trends, cancellations, no-shows and channel performance, collaborate with Revenue Management and Sales on demand and revenue strategies, and track performance against budget and forecast targets
• Manage guest feedback and complaints, prepare operational reports, and act on behalf of the Cluster Director during their absence

Required profile

• College education or equivalent
• At least 5 years of progressive experience in Reservations or Commercial Operations in hospitality, including at least 2 years in a supervisory or management role
• Experience with multi-property or cluster operations and leading teams through performance improvement, training and change management is highly desirable

What we offer

• Competitive salary, wages and a comprehensive benefits package
• Training and development opportunities
• Complimentary accommodation at other Four Seasons hotels and resorts, and a 50% F&B outlet discount at other Four Seasons hotels in Japan
• Employee meals, social insurance, define contribution benefit and yearly health checks
• 40 working hours per week, with 10 days off each month except February (9 days)