Reservations Agent at Four Seasons
Job Description
Job Summary
The Reservations Agent will manage all aspects of Lodge reservations and responsible for selling the resort, recording reservations and providing information to prospective guests. Must capture sales from incoming calls and coordinate details of each reservation to ensure the guest’s satisfaction.
Key Duties & Responsibilities
- Capture sales from incoming reservations’ calls/correspondence and coordinate details of each reservation in a timely manner and in compliance with the FS reservations standards.
- Answer General Reservations e-mail, retrieve/distribute mail as per policy and procedures and cover FS Chat app where needed.
- Complete internal reservation forms and computer input of reservations.
- Complete information on Golden and Keys as per FS Standards. Ensure all VIP’s and Special Attention notes are in the system/Golden Profile.
- Ensure all billing instructions are accurate.
- Run daily reports for department, operational departments, Sales & Marketing, General Manager and Department Head.
- Handle guest complaints in accordance with Four Seasons policy keeping senior management well informed.
- Process WRO, Trust, Internal Reservations, and FIT reservations.
- Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.
- Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests.
- Inform Manager of any Special Attention, VIP guests and assist GRS in obtaining arrival times for VIPs or Special Attention guests.
- Monitor Front Desk reservations made night prior, address any reoccurring issues.
- Contact guests or travel planners to clarify any discrepancies in the preferences or requests before arrival.
- Process Employee Comp requests; handle Friends & Family requests with guidance from the Manager/DOSM.
- Provide reservations and Front Desk Staff with list of Call-In and Form groups, ensuring rate information, advance deposit, and cancellation policy is setup for quoting to guests as well as group confirmation letters; provide Conference Service Manager of any Special Attention, VIP information. i.e. arrival/departure manifest, billing, etc.
- Assist with group turnovers where needed: making new group file, sending introduction letter to group contact, creating group rate code, verifying cut-off date, sending cut-off date reminders, and verifying room block and rate information from booking recap, hard blocking suites or special room requests and cleaning up old rate codes.
- Conduct self in a professional manner at all times.
- Adhere to the established standard of conduct and house rules, fire regulations and department procedures and policies.
- Dress in issued uniform or in compliance with the grooming policy, ensuring a neat and tidy appearance always.
- Report to work on time, aware of schedule at all times and if unable to attend work, notifies the Supervisor/manager in adequate time as stated in Employee Handbook.
- Comply with FS standards while working harmoniously and professionally with co-workers and planning committee.
- Respond according to the crisis management plan to any resort emergency or safety situation.
- Comply with FS Category one and two Work Rules and Standards of Conduct as set forth in Employee handbook.
Minimum Qualifications Required
- Relevant Diploma/Degree in Hotel /Tourism Management and
- high school education or equivalent experience
- Experience: One to two years of employment in a related position with Four Seasons or other five-star organization
- Locals only (no visa sponsoring)
