Reservations Agent

Four Seasons•Minneapolis, MN

9d•Onsite

About The Position

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 coordinate 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.

Requirements

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
Valid work authorization for the U.S.

Responsibilities

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 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