Reservations Agent Job at Four Seasons (Lisbon)

Job Description

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).

Job Responsibility

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, OTA, 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
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 Leadership team

Requirements

Excellent communication and organization skills
Previous customer experience and ability to work effectively under pressure
Proficient computer skills and knowledge in Microsoft Office products, Opera, Salesforce and other programs as needed
Attention to detail and problem solving skills
Ability to multitask and prioritize daily workload
History of working in a team environment and developing working relationships
The candidate must hold the required authorization to work in an European country
Reading, writing and oral proficiency both in Portuguese and English
Must be able to work all shifts including, AM's, PM's, weekends, and holidays

What we offer

Competitive compensation package
Statutory vacation allowance plus one additional day of paid leave
Outstanding training programs and career development opportunities, including enriching international taskforce opportunities
Employee travel program with complimentary stays at Four Seasons properties worldwide
Provision of employee uniforms
Complimentary meals at our much-loved Sabores Employee Restaurant
A birthday cake prepared especially for you by our renowned Pastry Team for you to celebrate with your loved ones
Comprehensive medical insurance, with the option to extend coverage to family members, plus access to an on‑site doctor for preventive care
Exclusive retail, spa, and food & beverage discounts within the hotel
Access to a modern, fully equipped employee on‑site gym
Full access to the FS Benefits platform

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Reservations Agent

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