Reservations Agent

About the role

The Reservations and Communications Agent will be responsible for selling the hotel and providing information to prospective guests, capturing sales from the incoming calls and coordinating details of each reservation to ensure the guest's satisfaction, managing Four Seasons chat, and supporting the Travel Industry team as related to wholesale and leisure reservations needs, etc.

Flexibility to work early mornings, evenings, weekends, holidays and travel as necessary. This position reports to the Reservations and Communications Manager.

What You Will Do

• Capture sales from in-coming reservations calls (Room, Spa and Dining) and coordinate details of each call and complete internal reservation process;
• Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations;
• Complete pre arrival communication for guests arriving;
• Process deposits for reservations that require;
• Executes all tasks and trainings assigned by the supervisor;
• Answer incoming hotel calls in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions following proper transfer and hold procedures;
• Manage Four Seasons chat, responding to requests in a timely manner and assisting in connecting guests with necessary departments;
• Process email reservation requests from all outside agencies and colleagues.
• Answer General Reservations and Contact Us e-mail.
• Receive and process all Wholesale or Travel Agent reservation requests via email, confirming back with agency as needed;
• Support the Travel Industry team as related to Wholesale and Leisure reservations needs;
• Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival;
• Support Guest Recognition Specialist and Group Rooms Coordinator in responsibilities;
• Accepts and delivers wake up calls, messages, and faxes in a timely manner.
• Handle guest complaints in accordance with Four Seasons policy;
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee;
• Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact

What You Bring

• Minimum of 1-2 years of experience in a high volume call setting or similar hotel experience;
• Excellent and unwavering customer service skills;
• Knowledge of Opera property management system highly preferred

What We Offer

• Wage: $23.07 per hour
• Comprehensive health and vision insurance
• Discovery nights at Four Seasons Properties around the globe
• Holiday and vacation pay
• Daily meals inspired by award-winning chefs
• Complimentary uniforms and uniform care
• Sick pay, disability coverage, and life insurance
• Opportunities for career development and advancement
• Discounted accommodations at Four Seasons properties worldwide
• Dental coverage available at a discounted rate

Learn More

Instagram: @FSMinneapolis

Facebook: https://www.facebook.com/FourSeasonsMinneapolis

LinkedIn: https://www.linkedin.com/company/four-seasons-hotels-and-resorts/jobs/

Who We Are

We Are Four Seasons

Equal Opportunity Employer

We care for our team members through competitive compensation packages and the following complimentary, market-leading benefits:

EEOC is The Law Information poster