Reservations Supervisor Job at Four Seasons (Firenze)

Job Description

The Reservations Supervisor supports the Reservations Management team by overseeing daily operations of the Reservations Department, ensuring accuracy, efficiency, and adherence to service standards across all reservations activities.

Job Responsibility

Assume responsibility—together with the Reservations Manager—for implementing Reservations Department policies, procedures, and ensuring smooth daily operations
Oversee task processes and staff productivity in the absence of the Reservations Management team, ensuring service standards are consistently achieved
Conduct quality and standards checks, including call observations and process reviews
Deputize for the Reservations Management team in handling guest complaints and disputes, ensuring timely resolution and guest satisfaction
Take full charge of the department during the absence of the Reservations Managers and manage special projects as assigned
Monitor daily bookings received through Website, GDS, ADS and ensure all reservations are processed accurately and efficiently
Oversee arrivals during peak or high‑compression periods to proactively minimize unexpected wash or attrition
Maintain accurate records of reservation pick‑up, cancellations, no‑shows, and booking sources
Keep the Reservations Manager informed of staff performance, operational developments, challenges, guest issues, and significant occupancy shifts
Support the Reservations Management team in ongoing hands‑on staff training on systems, procedures, and knowledge of hotel services, features, and amenities
Assist in coordinating, supervising, and teaching all CORE daily tasks, including PBX operations and chat handling
Handle staff scheduling and administrative reporting as needed
Assist the Reservations team in completing all job functions according to established standards
Answer general hotel phone calls, route calls to the appropriate departments or extensions, and manage wake‑up calls and internal messaging
Ensure efficient operation of the telephone switchboard, PMS/Opera, high-speed internet systems, and fax machines
update the internal telephone directory as required
Respond to guest inquiries in an efficient, professional, and friendly manner via phone, email, chat, and any other communication tools provided
Capture and process reservation requests through phone, email, or chat, coordinating all details and completing the required internal forms
Support the Sales Team on group bookings within the Opera system

Requirements

Minimum two years of experience in a Reservations role
Proven customer service professional with excellent phone etiquette, strong multitasking abilities, and a positive, can‑do attitude
Strong attention to quality, ability to perform well under pressure, and demonstrated leadership skills
Advanced computer proficiency, including Excel, Word, PowerPoint, and internet navigation
Solid Opera PMS system knowledge
Excellent written and verbal communication skills in Italian and English

Nice to have

Basic accounting skills (e.g., commission calculations, proforma creation)
A third language

What we offer

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

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Reservations Supervisor

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