Reservations Agent

Four Seasons•Chicago, IL

6h•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 and a strong work ethic, with the ability to multitask and prioritize being essential. 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 by connecting appropriate individuals. This role acts as the friendly and courteous voice of the operator, is an authority on all restaurant menus and beverage lists, and oversees the entire sequence of service to ensure guest accommodations, spa appointments, and restaurant reservations are correctly processed and executed according to Four Seasons Standards. The agent will always offer professional and friendly service while multitasking, problem-solving, and ensuring all guest needs are met. They will be a willing team player, comfortable with computer systems and telephone communication, maintaining excellent personal presentation, interpersonal skills, a clear and pleasant voice, and a positive attitude. The role involves listening to guest complaints, handling them graciously, and actively finding solutions. The agent must identify when unable to assist and communicate with management promptly. Communication with all departments is crucial across multiple platforms (Teams, HotSOS, Vocera, email, radio, in person) to ensure requests are met quickly and accurately. Guest communication occurs via multiple platforms including FS Messenger, phone, email, and in-person. Collaboration with Concierge staff is key for coordinating guest requests. The role may require supporting other departments like Front Desk, Guest Services, and Concierge. Handling hotel emergency procedures with maturity and professionalism is also a responsibility, along with performing delegated tasks and projects. Flexibility to work early mornings, evenings, weekends, and holidays is required.

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 of the guest's 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 those complaints graciously while actively and creatively finding solutions for the guests.
Identifying when unable to assist guest and communicate with management in a timely manner to ensure the guest’s complaint can be addressed as soon as possible.
Communicating with all departments as needed over multiple platforms including Teams, HotSOS, Vocera, email, radio and in person to ensure all specific requests and demands are met quickly and accurately.
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.
Accepting assignments on an as-needed basis to promote teamwork.