Reservations Agent

• Answer Hotel general phone calls, routing calls to proper internal extensions, accepting and delivering wake up calls and performing other departmental tasks
• Take down and pass messages where necessary
• Utilize and ensure proper working conditions of the telephone switchboard, the hotel computer systems, high-speed Internet system and facsimile machines
• Update the company’s internal telephone directory
• Process guests’ inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions
• Capture sales via phone, email or chat from in-coming reservations calls and coordinate details of each reservation
• Complete internal reservation forms
• Answer general reservations e-mail, retrieve and distribute mail and process brochure requests
• Perform guest recognition duties ensuring that all departments have the information they need, preparing them for every arriving guest
• Conduct pre-arrival review of all incoming guests using Hotel platforms
• Handle guest complaints in accordance with Four Seasons standards
• Process WRO, trust, internal reservations, and FIT reservations
• Call or email guests to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations
• Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival
• Run appropriate reports checking for special requests
• Monitor Front Desk reservations made night prior, address any reoccurring issues
• Respond according to the crisis management plan to any resort emergency or safety situation
• Answer all incoming phone calls in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions
• Assist other departments, when needed, in handling phone calls and booking procedures
• Support the Sales Team in processing rooming lists or introduction letters and with other departmental tasks
• Assist with responsibilities and duties as assigned by Reservations or Commercial Leadership team

• Previous Reservations or Front Office experience
• Experience in customer service and excellent phone skills
• Ability to multitask and a can-do & team approach to any request
• Advanced computer skills including but not limited to Excel, Word, PowerPoint and Internet
• Knowledge of Opera PMS is required
• Reading, writing and oral proficiency in the Italian and English language

Third language is a plus

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Employee Discount for stays at any Four Seasons worldwide
• Complimentary Dry Cleaning for Employee Uniforms
• Employee Meals