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Responsible for selling the resort and providing information to prospective guests. To capture sales from the incoming calls and coordinate details of each reservation to ensure the guest’s satisfaction.
Job Responsibility
Capture sales from in-coming reservations calls and coordinate details of each reservation
Complete internal reservation forms
Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head
Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests
Handle guest complaints in accordance with Four Seasons policy
Process WRO, Trust, Internal Reservations, and FIT reservations
Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations
Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests, inform Manager of any Special Attention, VIP guests and assist CIS Leader in obtaining arrival times for VIPs or Special Attention guests
Monitor Front Desk reservations made night prior, address any reoccurring issues
Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival
Process Employee Comp requests, handle Friends & Family requests with guidance from Department Head or Assistant Manager
Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee
Respond according to the crisis management plan to any resort emergency or safety situation
Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact
Perform all reasonable duties requested by management
Assist with all guest inquiries within the sales and marketing department, including assisting with high telephone volume and walk-in site inspections
Assist with the development of all direct sales presentation material for both travel industry and group sales
Assist Group Rooms Coordinator in processing rooming lists or introduction letters
Requirements
I understand the full scope of my duties and demonstrate initiative
I take responsibility for my actions
I set realistic goals both for myself and my colleagues in line with organization strategies
I handle multiple priorities effectively
I devote time in training and coaching each colleague
I conduct regular performance management discussions for my colleagues and monitor their progress
I am able to influence others when required to speak and present ideas
I am able to work with other colleagues and departments effectively
I involve all the appropriate people to resolve problems in the business
I proactively facilitate prompt and appropriate decision making
I present a professional image according to established standards
I adapt my communication to the message and the audience