Four Seasons
Hospitality
ClusterReservationsAgent
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Cluster Reservations Agent at Four Seasons. Skills: Customer service, Reservations management, Guest relations. Display friendly courteous and professional manner. Handle privately registered guests”
What You'll Achieve.
100% guest satisfaction
Industry & Context.
Problem solving
Legal right to work in Italy, Fluency in English, Fluency in German, Fluency in Italian
What They're Looking For.
Must Have
Hotel operations knowledge, English language proficiency, Property Management System knowledge, Superior communication skills
What You'll Do.
Display friendly courteous and professional manner
Handle privately registered guests
Understand guest/staff confidentiality
Determine guest accommodation needs
Utilize Guest Recognition Program
Coordinate with Guest Recognition Specialist
Carry out assigned duties
Prioritize and handle multiple tasks
Be attentive to guests needs
Find pride in providing exceptional service
Anticipate guests personal preferences
Exceed guest expectations
Exhibit professionalism in language and demeanor
Acquire knowledge to improve job effectiveness
Keep organized and clean workspace
Apply Core and Culture Service Standards
Remain calm and attentive
Display concern regardless of circumstances
Execute fire emergency evacuation bomb threat procedures
Take necessary reports
Handle wake-up guest message DND requests
Handle several telephone calls
Handle incoming faxes
Handle fax modem line connection requests
Handle telephone functions for guest rooms
Provide general information and inquiries
Adhere telephone etiquette standards
Play active role in Guest Satisfaction field
Adhere to Four Seasons Standards
Utilize computer systems for reservations
Retrieve and update room reservations
Process internal reservations
Process reservations from Central Reservations Office
Process employee complimentary room requests
Process e-mails and faxes
Complete room reservation
Properly code reservations
Handle enquiries for other Four Seasons properties
Upload WRO and booking channels
Follow-up for revision
Handle guest problems or complaints
Hand over problems to appropriate departments
End problems with 100% guest satisfaction
Perform pre-arrival checks
Ensure relevant requests will be satisfied
Prepare internal memos
Inform departments about upcoming Elite Guests
Enter and follow-up Glitch updates
Deal with Travel Agencies
Understand allocations
Coordinate with Front of the House Team
Keep support departments informed
Perform tasks and projects as delegated
Support Sales & Events team
Handle group rooming lists
Assist Cluster Reservations Supervisor
Answer telephone professionally and cheerfully
Transfer and route misdirected calls
Handle phone related problems
Utilize hotel computer system
Attend Department meetings
Run operation manually when Opera crashes
Offer to work additional shifts or hours
How You'll Work.
Team & Collaboration
Cross-functional teams; Sales & Events team; Front of the House Team; Support departments
Communication Scope
Superior communication; Telephone etiquette
Full 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. **About the role** We currently have an opportunity for a talented Cluster Reservations Agent to join our iconic Four Seasons Hotel Milan and San Domenico Palace, Taormina, a Four Seasons hotel in Italy! **What you will do** _Key Knowledge_ * Hotel operations * English language * Any Property Management System (e.g. Opera) * Superior communication skills _Key Functions,_ generic and standard tasks * Display, at all times, a friendly courteous and professional manner in all dealings with guests, patrons and other employees. * Have the knowledge of general hotel information for Four Seasons Hotel Milano and Four Seas
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