Agent(e) des réservations et des communications (Sur appel) / Reservations & Communications Agent (On-call)

Four Seasons Hotels and Resorts • Montreal, QC

1d • Onsite

About The Position

The Four Seasons Hotel Montreal is seeking an individual who shares our passion for excellence and is committed to creating memorable experiences for both our employees and our guests. We are looking for someone with a strong work ethic, high integrity, attention to detail, cultural awareness, and a guest-centric mindset.

Located in the heart of Montreal’s Golden Square Mile, Four Seasons Hotel Montreal offers more than just a stay — we deliver a luxurious lifestyle experience. From world-class dining at Marcus Restaurant to relaxation at our Forbes Five-Star Guerlain Spa, and exclusive access to Holt Renfrew Ogilvy, we are a vibrant hub of elegance, hospitality, and culture.

About the role: Responsible for selling the hotel and providing information to prospective guests. To capture sales from the incoming calls and coordinate details of each reservation to ensure the guest’s satisfaction. Acts as the point of contact for all external and internal communications at the hotel.

Requirements

• Must be able to work all shifts, including mornings, afternoons, weekends, and holidays; operational needs may require overnight shifts.
• An advanced level of French and English is required to ensure oral and written communication with business partners, stakeholders, suppliers, and a predominantly international clientele.
• Must be able to analyze guest situations and make suggestions that exceed guest expectations of the hotel.
• Ability to analyze, prioritize, organize, and follow up with a strong sense of urgency.
• Excellent interpersonal and communication skills, both in person and by phone.
• Solid computer proficiency, especially in Windows and iOS.
• Ability and willingness to learn and master multiple software systems.
• Strong organizational skills and ability to multitask.

Nice To Haves

• Experience in reservations, front office, or sales and marketing in a hotel setting is a strong asset.

Responsibilities

• Enter sales from incoming reservation calls and coordinate the details of each booking.
• Complete internal reservation forms.
• Responsible for telephone operator tasks as well as reservations for rooms, spa, and restaurants through various channels such as phone, email, fax, internal guest requests, chat, etc.
• Responsible for updating guest profiles, recording preferences to ensure a smooth arrival and stay, and enabling operational teams to exceed guest expectations.
• Complete and adhere to all tasks during the shift according to assigned checklists.
• Demonstrate team spirit, be comfortable with computer systems, and communicate effectively by phone.
• Ability to work and communicate with all departments and guests as needed across multiple platforms, including Golden, KEY, Teams, HotSOS, Book for Time, email, radio, and in person, to ensure all requests and specific requirements are fulfilled promptly and accurately.
• Verify reservations made online (OTA), through the website, travel agents, and internally to ensure accurate details and information for each booking.
• Follow up on reservations made at the front desk the previous night, no-shows, and resolve recurring situations.
• Promptly accept and route wake-up calls, messages, and faxes.
• Anticipate guest needs and respond accordingly to inquiries or issues.
• Handle all guest interactions (emails, phone calls, and other electronic messages) with the highest level of hospitality and professionalism, accommodate special requests when possible, and route requests to the appropriate department; also handle guest requests/complaints in accordance with Four Seasons policy.
• Perform any other tasks or projects as requested by hotel management.
• Adhere to Four Seasons work rules and Category One and Two conduct standards, as outlined in the Employee Handbook (EmPact).
• Comply with Four Seasons work rules and conduct standards.
• Work harmoniously and professionally with colleagues and supervisors.
• Must achieve and maintain an 80% average on mystery calls as a quality control.

Benefits

• Comprehensive health benefits (dental, vision, life insurance, prescriptions, etc.).
• Discounts at MARCUS Restaurant and the Guerlain Spa.
• Employee recognition programs (Employee of the Month, anniversary celebrations, etc.).
• Complimentary meals per shift at Café 1440.
• Employer-contributed retirement plan.
• Paid vacation plus two additional floating holidays per year.
• Strong training and development programs.
• Employee travel program, including complimentary stays at Four Seasons properties worldwide (based on tenure and availability).

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed