Reservations Agent

Four Seasons Hotels and Resorts•Chicago, IL

3d•$25 - $27•Onsite

About The Position

The Reservations & Communications Agent is an essential member of the reservations team, dedicated to providing exceptional quality and service to our guests. This role requires a high level of attention to detail, a strong work ethic, and the ability to multitask and prioritize effectively. The Reservations & Communications Agent is responsible for booking Room, Spa, and Restaurant reservations via phone, email, and in-person requests. They also provide general hotel information, assist callers, and respond to emergencies. As the voice of the operator, this role ensures a friendly and courteous experience for all callers. The agent must be knowledgeable about all restaurant menus, alternative cuisines, and beverage lists. They oversee the entire service sequence for guest accommodations, spa appointments, and restaurant reservations, ensuring they are processed correctly and meet Four Seasons Standards. The Reservations & Communications Agent consistently offers professional and friendly service while multitasking, problem-solving, and meeting guest needs. They are a willing team player, comfortable with computer systems and telephone communication, maintaining excellent personal presentation, interpersonal skills, a clear voice, and a positive attitude. This role involves listening to and handling guest complaints graciously, finding creative solutions, and escalating issues to management when necessary. Communication with various departments via multiple platforms (Teams, HotSOS, Vocera, email, radio, in-person) is crucial for accurately meeting guest requests. The agent also communicates with guests through FS Messenger, phone, email, and in-person, and collaborates with Concierge staff. Flexibility to work entire shifts supporting other departments like Front Desk, Guest Services, and Concierge is required, as is handling hotel emergency procedures with maturity and professionalism. Tasks and projects may be delegated by various management roles. Successful candidates are team players, comfortable with electronic systems, and willing to accept assignments on an as-needed basis to promote teamwork. Flexibility to work early mornings, evenings, weekends, and holidays is essential.

Requirements

Exceptional communication skills and command of English language.
Completion of Post-Secondary Education in Hospitality or related field.
Previous experience in Reservations and/or Front Office managing a high call volume.
Strong Customer Service, Multi-tasking, and Communication Skills.
Knowledge of Opera Property Management System and ability to operate other various electronic systems.
Service Passion for Luxury Hospitality.
Attention to detail and problem-solving skills.
Valid work authorization for the U.S.

Nice To Haves

Additional language preferred but not required.

Responsibilities

Booking Room, Spa, and Restaurant reservations via phone, email requests, and guest in-house requests.
Providing general information about the hotel and assisting callers.
Responding to emergencies by connecting the appropriate individuals by phone or radio.
Acting as the friendly and courteous voice of the operator.
Being an authority on all restaurant food menus, alternative cuisine, and all beverage lists.
Overseeing the entire sequence of service ensuring guest room accommodations, spa appointments, and restaurant reservations are correctly processed and carried out within the stated delivery time according to Four Seasons Standards.
Offering professional and friendly service while multitasking, problem-solving, and ensuring all guest needs are met.
Maintaining excellent personal presentation and interpersonal skills.
Maintaining a clear and pleasant voice along with a positive attitude.
Listening to guest complaints and handling them graciously while actively and creatively finding solutions.
Identifying when unable to assist a guest and communicating with management in a timely manner.
Communicating with all departments as needed over multiple platforms including Teams, HotSOS, Vocera, email, radio and in person.
Communicating with guests on multiple platforms, including FS Messenger, phone, email and in-person.
Working closely with the Concierge staff to coordinate guest requests and activities.
Handling hotel emergency procedures and situations with maturity and professionalism.
Performing tasks and projects as delegated by management.