Reservations Agent Job at Four Seasons (Arusha)

Job Description

Manage all aspects of Lodge reservations and responsible for selling the resort, recording reservations and providing information to prospective guests. Must capture sales from incoming calls and coordinate details of each reservation to ensure the guest’s satisfaction.

Job Responsibility

Capture sales from incoming reservations’ calls/correspondence and coordinate details of each reservation
Answer General Reservations e-mail, retrieve/distribute mail as per policy and procedures and cover FS Chat app where needed
Complete internal reservation forms and computer input of reservations
Complete information on Golden and Keys as per FS Standards
Ensure all VIP's and Special Attention notes are in the system/Golden Profile
Ensure all billing instructions are accurate
Run daily reports for department, operational departments, Sales & Marketing, General Manager and Department Head
Handle guest complaints in accordance with Four Seasons policy keeping senior management well informed
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 GRS 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 arrival
Process Employee Comp requests
handle Friends & Family requests with guidance from the Manager/DOSM
Provide reservations and Front Desk Staff with list of Call-In and Form groups, ensuring rate information, advance deposit, and cancellation policy is setup for quoting to guests as well as group confirmation letters
provide Conference Service Manager of any Special Attention, VIP information
Assist with group turnovers where needed: making new group file, sending introduction letter to group contact, creating group rate code, verifying cut-off date, sending cut-off date reminders, and verifying room block and rate information from booking recap, hard blocking suites or special room requests and cleaning up old rate codes
Conduct self in a professional manner at all times
Adhere to the established standard of conduct and house rules, fire regulations and department procedures and policies
Dress in issued uniform or in compliance with the grooming policy, ensuring a neat and tidy appearance always
Report to work on time, aware of schedule at all times and if unable to attend work, notifies the Supervisor/manager in adequate time as stated in Employee Handbook
Comply with FS standards 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 FS Category one and two Work Rules and Standards of Conduct as set forth in Employee handbook
Answer general inquiries typical of a reservations’ environment in a friendly, timely and professional manner
Answer all incoming calls and return all messages in a timely manner
Attend Weekly arrivals and Daily power meetings as required
Respond properly in any hotel emergency or safety situation
Take reasonable care to perform duties as instructed to prevent injuries to self and others
Report any safety maintenance of equipment
Identify and report hazards
Follow the Hotel Policies and Procedures in relation to OH&S and Injury Management
In order to maintain our Four Seasons service, when required, you will be expected to support your colleagues in the other operational areas
Ensure you are fully familiar with the new Four Seasons Health & Safety program Lead with Care and attend all the mandatory training
Actively support the Safety Committee and the Green Committee
Assist with all guest inquiries within the sales and marketing department, including assisting with high telephone volume and walk-in site inspections
Assist with Front Desk and PBX duties as needed
May be required to temporarily relocate when required
Other reasonable requests from manager
From time to time, you may be required to work for the Lodge in some other capacity of similar status in addition to or in substitution for the appointment specified above, as reasonably required, this also includes changing work location considering business needs and personal circumstances
Perform other duties as assigned by Management

Requirements

Relevant Diploma/Degree in Hotel /Tourism Management and high school education or equivalent experience
One to two years of employment in a related position with Four Seasons or other five-star organization
Locals only (no visa sponsoring)
Ability to read and speak and write English

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