Reservations & Communications Agent

• Capture sales from incoming reservations calls and messages
• convert inquiries through confident product knowledge and persuasive communication
• Reply to all guest inquiries regarding accommodation and general hotel information
• Articulate and position the hotel’s features, benefits, and value to close bookings
• Contact guests or travel planners to clarify preferences, discrepancies, and special requests prior to arrival
• Handle guest complaints promptly and professionally in line with Four Seasons policy
• inform Manager of issues and actions taken
• Confirm and/or guarantee non-guaranteed reservations
• clear waitlists
• manage cancellations and no-shows
• Ensure confirmations are sent daily and that all pertinent information is registered in the appropriate systems
• Collaborate closely with Sales & Marketing on group management, file updates, closed dates, and follow-up actions for each file
• Answer all incoming calls and FS Messenger inquiries, routing them appropriately
• Be fully conversant with PBX operations: apply/remove “Do Not Disturb,” execute wake-up call procedures flawlessly, and maintain accurate records
• Maintain discretion regarding hotel clients and employees
• never release unauthorized information
• Respond promptly and efficiently to emergency requests and follow crisis management protocols
• Maintain accuracy and cleanliness of the Golden & PMS database
• Ensure correct market segmentation for each reservation
• Create Tickets to merge duplicate profiles and maintain clean Golden Profiles
• Answer general reservations/PBX email
• retrieve, distribute, and respond appropriately
• Achieve targeted goals in Hotel Mystery Shopping calls (when applicable)
• Respond according to the crisis management plan in any emergency or safety situation (fire, bomb threat, ambulance, police, doctor calls)
• Be fully aware of hotel Fire and Emergency Procedures
• act promptly and efficiently for emergency requests
• Comply with Four Seasons standards for sales, marketing, grooming, hygiene, and hotel rules
• maintain the highest standards of personal appearance and hygiene
• Fully commit to and comply with health, safety, and hygiene measures as implemented by the hotel
• Maintain inventory of standard department supplies and printed materials, order stationery, and oversee the hotel’s DECT phone system
• Engage in required professional development and training sessions
• Demonstrate active listening by taking thorough notes, preparing for anticipated questions, and developing organized action plans
• Perform other tasks or projects as assigned by hotel management or the Reservations Manager
• Work efficiently in a high-pressure environment
• manage stress effectively
• Demonstrate professionalism, integrity, and discretion in all interactions
• Uphold and master the quality standards related to the role

• Proficiency in French and English (reading, writing, speaking)
• Familiarity with PMS Opera, Excel, Word, Outlook, Teams, and reservation platforms
• strong computer literacy
• Pleasant, professional telephone manner
• clear written communication skills
• Ability to articulate hotel features to maximize conversion
• strong customer focus
• High integrity, discretion, and ability to perform under pressure
• strong teamwork
• Ability to work varied schedules, including week-ends

an additional foreign language is an asset