Reservations Agent

Four Seasons Hotels and Resorts•Minneapolis, MN

3d•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 incoming calls and coordinating details of each reservation to ensure guest satisfaction. This role involves managing Four Seasons chat, supporting the Travel Industry team with wholesale and leisure reservations, and requires 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
Candidates must have 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 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.