Cluster Reservations Manager

Responsibilities

• Oversee daily operations of the Cluster Reservations and Telecommunications departments for Four Seasons Hotel Milano and San Domenico Palace, Taormina.
• Ensure smooth and efficient reservation processes, maintaining high standards of call and e‑mail conversion and customer service.
• Manage staffing with a strategic approach to property needs driven by demand.
• Support cross‑selling initiatives for the team through continuous coaching and organizing trainings with other departments.
• 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.
• Support the Director of Revenue and collaborate closely with Revenue and Sales teams to manage group bookings, aligning with overall revenue strategies.
• 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.

Qualifications

• Fluency in Italian and English is required.
• Solid experience as a Reservation Manager with a strong understanding of revenue management.
• Experience in a rooms division within a luxury, fast‑paced environment.
• Passionate, motivated, and possess 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.
• Knowledge of the Opera System and how to operate computer equipment.
• Cross‑cultural sensitivity and strong customer service orientation.
• Legal right to work in Italy.

Benefits

• Competitive salary, wages, and a comprehensive benefits package.
• Excellent training and development opportunities.
• Complimentary dry cleaning for employee uniforms.
• Meals available at the employee restaurant.
• Employee experience initiatives, including annual themed parties and 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 and be able to work all shifts, weekends, and holidays.

The role requires a legal right to work in Italy and fluency in English and Italian.

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