Reservations and Communications Agent

About the Role

We are seeking individuals who are passionate about hospitality and possess a keen attention to detail to join our Reservations team as a Reservations and Communications Agent. This position handles reservations for both Four Seasons One Dalton and Four Seasons New York Downtown.

Responsibilities

• Capture sales from incoming reservations calls and coordinate details of each reservation.
• Complete internal reservation forms.
• Run daily reports for the department, operational departments, Sales & Marketing, General Manager, and Department Head.
• Answer General Reservations email, retrieve and distribute mail, and process brochure requests.
• Handle guest complaints in accordance with Four Seasons policy.
• 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 block rooms that are not already hard blocked for special requests; inform Manager of any Special Attention or VIP guests and assist CIS Leader in obtaining arrival times for VIPs or Special Attention guests.
• Monitor Front Desk reservations made the night prior and address any recurring issues.
• Contact guests or travel planners to clarify any discrepancies in preferences or requests before guests’ arrival.
• Process Employee Comp requests and handle Friends & Family requests with guidance from Department Head or Assistant Manager.
• Comply with Four Seasons standards for sales and marketing while working harmoniously and professionally with co-workers and the planning committee.
• Respond according to the crisis management plan to any resort emergency or safety situation.
• Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact.
• Ability to work weekends, nights, and holidays.

Requirements

• Reading, writing, and oral proficiency in the English language.
• Excellent interpersonal and communication skills, both in person and by telephone.
• Excellent and unwavering customer service.
• Ability to analyze, prioritize, organize, multi-task, and follow up with a strong sense of urgency.
• 2-3 years’ experience in a similar role.
• Previous Hotel/Resort experience in Reservations or Front Office is strongly preferred.
• Must already be legally permitted to work in the United States; visa sponsorship is not available.

Benefits

• Hourly Rate: $32.83
• FREE Medical, Dental, and Vision Insurance for you and your eligible dependents after 30 days.
• 401(k) Retirement Matching Plan.
• Employee Travel program to experience our hotels as a guest.
• Educational assistance programs and in-house training workshops.
• Complimentary Life insurance.
• Vacation & Paid Sick Time Off.
• Complimentary Employee Meals.