Cluster Assistant Director of Reservations

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:
Occupying the top floors of a landmark 39-floor tower, Four Seasons Hotel Tokyo at Otemachi seamlessly blends modern high-style design with classical Japanese elements. From tasteful event venues to dynamic dining and drinking spaces, the Hotel offers a unique experience that is distinctively Four Seasons. The Hotel boasts a prime location above Otemachi Station in Tokyo's prominent financial district, right next to the Imperial Palace. The SPA is a tranquil sky-high sanctuary, complete with water features: vitality pools, mist chairs, and traditional Japanese ofuro baths. Dining options range from est, a Michelin-starred contemporary French restaurant, to PIGNETO, which serves authentic Italian cuisine with an al fresco terrace. VIRTÙ, listed on Asia's 50 Best Bars, is an immersive concept bar that harmoniously blends the drinking cultures of two iconic capitals, Paris and Tokyo. THE LOUNGE is the perfect spot for anything from an impromptu business meeting to a glamorous afternoon tea, all enhanced by stunning views of the Imperial Palace Gardens and the breathtaking Tokyo skyline.

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 within the Japan Collection. This role is responsible for executing commercial and operational strategies, supervising and developing team members, ensuring service and process excellence, and driving revenue opportunities through effective reservation management. The position provides oversight and support across all assigned Japan Collection properties, ensuring alignment of reservation strategies, service standards, and business objectives. The Assistant Director of Reservations also serves as the department lead in the absence of the Director.

What you will do

People Functions

·         Build and maintain a positive, collaborative, and professional working environment with team members, colleagues, and cross-functional departments across the Japan Collection.

·         Lead, motivate, and support the Reservations team through daily coaching, clear communication, and active leadership.

·         Demonstrate and promote Four Seasons values, service culture, and professional standards, leading by example at all times.

·         Ensure compliance with Four Seasons policies, EmPact standards, and all applicable company rules, procedures, and code of conduct requirements.

·         Conduct regular coaching sessions, performance discussions, and development planning.

·         Perform internal standards testing and call evaluations, providing timely feedback and follow-up coaching.

·         Support the onboarding and integration of new team members.

·         Develop and deliver training programs to enhance product knowledge, systems proficiency, sales effectiveness, and guest service standards.

·         Identify, develop, and mentor high-potential employees through succession planning and career development.

·         Recognize achievements and provide coaching to improve individual and team performance.

·         Assist in performance evaluations and development discussions.

·         Ensure team members understand departmental goals, responsibilities, and performance expectations.

·         Foster employee engagement through recognition, teamwork, inclusion, and open communication.

·         Conduct regular one-on-one meetings and departmental meetings.

·         Lead recruitment, selection, onboarding, talent attraction, and retention initiatives.

·         Maintain composure and provide leadership during periods of high demand or change.

·         Meet regularly with the Cluster Director of Reservations to discuss team performance and priorities.

·         Prepare and implement performance reviews, development plans, and personnel actions.

Support departmental and cross-functional projects as required.

Product Functions

·         Oversee the daily operations of the Reservations Department across the Japan Collection hotels, ensuring adherence to company policies, procedures, and service standards.

·         Act on behalf of the Cluster Director of Reservations and Revenue Management during their absence.

·         Ensure all distribution channels, including FS.com, OTAs, GDS, Ikyu, Ctrip, and other booking platforms, are maintained with accurate room, rate, package, and hotel information.

·         Maintain reservation service excellence through reservation accuracy, response quality, and effective guest communication.

·         Drive reservation quality standards and achievement of upsell objectives through effective operational execution.

·         Coordinate closely with Sales, Catering, Front Office, and other departments regarding group reservations, suite inventory, VIP arrivals, corporate accounts, and special guest requests.

·         Maintain and oversee Opera configuration, rate setup, reservation system integrity, and distribution platforms.

·         Manage reservation-related guest feedback and complaints, ensuring timely resolution and escalation where appropriate.

·         Monitor reservation quality, booking accuracy, response times, and operational KPIs, implementing process improvements as needed.

·         Prepare and review operational reports, including month-end, productivity, and upsell reports.

·         Support the implementation of new reservation initiatives, systems enhancements, and best practices.

·         Ensure compliance with brand standards, reservation policies, audit requirements, and data privacy regulations.

·         Perform other duties and special projects as assigned.

Profit Functions

·         Monitor reservation trends, pick-up pace, cancellations, no-shows, booking sources, and market segment production, providing analysis and recommendations to support forecasting and revenue strategies.

·         Collaborate closely with Revenue Management, Sales, and Commercial teams to identify demand opportunities, execute revenue strategies, and optimize channel mix and profitability.

·         Participate in regular meetings with OTA partners, distribution stakeholders, and commercial teams to stay informed of market developments, business opportunities, and industry trends, translating agreed strategies into actionable plans.

·         Monitor and manage SP3 performance and inventory flow-through across all distribution channels, ensuring inventory availability and system integrity to support revenue maximization.

·         Identify and escalate any deviations in rate application, inventory controls, or reservation arrangements that may impact revenue, guest satisfaction, or commercial objectives.

·         Support the preparation of demand forecasts, performance reviews, and business analyses, providing insights and recommendations to improve revenue results and commercial effectiveness.

·         Track and analyze hotel, channel, and team performance against budget, forecast, conversion, and upsell targets, implementing corrective actions where required to achieve financial objectives.

What you bring

College Education or equivalent

Minimum 5 years of progressive experience in Reservations or Commercial Operations within the hospitality industry, including at least 2 years in a supervisory or management role. Experience supporting multi-property or cluster operations and leading teams through performance improvement, training, and change management initiatives is highly desirable.

What we offer: 
•    Competitive Salary, wages, and a comprehensive benefits package
•    Excellent Training and Development opportunities
•    Complimentary Accommodation at other Four Seasons Hotels and Resort
•    50％F&B outlet discount for other Four Seasons Hotel in Japan.
•    Complimentary Employee Meals
•    Social insurance

•    Define contribution benefit

•    Yearly health checks up

Schedule & Hours:

•     40 working hours per week.

•     10 days off every month except February　（9 days）