Four Seasons
ReservationsAgent
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Reservations Agent at Four Seasons. Skills: Reservations, Customer service, Sales. Answer Hotel general phone calls. Route calls to proper internal extensions”
Industry & Context.
Fixed-term contract, Weekend coverage, Public holiday coverage
What They're Looking For.
Must Have
Previous Reservations or Front Office experience, Experience in customer service, Excellent phone skills, Ability to multitask, Can-do & team approach, Advanced computer skills, Proficiency in Excel, Proficiency in Word, Proficiency in PowerPoint, Proficiency in Internet, Knowledge of Opera PMS, Reading proficiency in Italian, Writing proficiency in Italian, Oral proficiency in Italian, Reading proficiency in English, Writing proficiency in English, Oral proficiency in English, Legal authorization to work in Italy
Nice to Have
Third language is a plus
What You'll Do.
Answer Hotel general phone calls
Route calls to proper internal extensions
Deliver wake up calls
Perform departmental tasks
Utilize telephone switchboard
Ensure proper working conditions of telephone switchboard
Utilize hotel computer systems
Ensure proper working conditions of hotel computer systems
Utilize high-speed Internet system
Ensure proper working conditions of high-speed Internet system
Utilize facsimile machines
Ensure proper working conditions of facsimile machines
Update company's internal telephone directory
Process guests' inquiries
Capture sales via phone
Capture sales via email
Capture sales via chat
Coordinate reservation details
Complete internal reservation forms
Answer general reservations e-mail
Process brochure requests
Perform guest recognition duties
Prepare departments for arriving guest
Conduct pre-arrival review of guests
Handle guest complaints
Process WRO reservations
Process trust reservations
Process internal reservations
Process FIT reservations
Call guests to confirm reservations
Email guests to confirm reservations
Call guests to guarantee reservations
Email guests to guarantee reservations
Call guests to clear waitlisted reservations
Email guests to clear waitlisted reservations
Contact guests to clarify discrepancies
Contact travel planners to clarify discrepancies
Run appropriate reports
Check for special requests
Monitor Front Desk reservations
Address reoccurring issues
Respond to resort emergency
Respond to safety situation
Assist other departments with phone calls
Assist other departments with booking procedures
Support Sales Team with rooming lists
Support Sales Team with introduction letters
Assist with assigned duties
How You'll Work.
Team & Collaboration
Assist other departments; Support Sales Team; Commercial Leadership team
Communication Scope
Guest interaction
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:** An urban retreat steeped in historic beauty. Stroll the city’s biggest private garden – a tranquil haven of statues, fountains and centuries-old trees – or retire to your suite where frescoes line the walls amid original architectural features. Our historic Hotel, with its Michelin-starred Italian restaurant and a locally inspired Spa where you can spend afternoons in pure indulgence, is just steps away from the cultural heart of Florence. Four Seasons Hotel Firenze is currently looking for a talented Reservations Agent to join our Team! **About the role** The Reservations Agent is responsible for selling the hotel and providing information to prospective guests via phone, email, chat or other Hotels tools, ensuring the guest’s satisfaction. This position is also responsible for answering Hotel general phone calls, routing calls to proper internal extensions, accepting and delivering wake up calls and performing other CORE daily tasks (specifically PBX and chat). **What you will do** Answer Hotel general
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