Reservations Agent
Confirmed live in the last 24 hours
Four Seasons
Job Description
About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
An urban retreat steeped in historic beauty. Stroll the city’s biggest private garden – a tranquil haven of statues, fountains and centuries-old trees – or retire to your suite where frescoes line the walls amid original architectural features. Our historic Hotel, with its Michelin-starred Italian restaurant and a locally inspired Spa where you can spend afternoons in pure indulgence, is just steps away from the cultural heart of Florence.Four Seasons Hotel Firenze is currently looking for a talented Reservations Agent to join our Team!
About the role
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).
What you will do
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. Interactions will be via phone, email, chat or any other tool provided by the company.
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.
What you bring
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.
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
Schedule & Hours:
This is a full-time position based on a rotating shift schedule, including weekend and public holiday coverage. Fixed-term contract.
Successfull candidates must hold legal authorization to work in Italy at the time of application.