Reservations Agent

Four Seasons•Miami, FL

10d

About The Position

The Four Seasons Hotel Miami is searching for a full time Reservations Agent . The position will be 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.

Requirements

Must be able to work all shifts including, AM's, PM's, weekends, and holidays.
Must be able to analyze guest situations and make suggestions that meets and exceeds the guests expectations of the hotel.
Must be fluent in English.
Ability to analyze, prioritize, organize and follow up with a strong sense of urgency.
Excellent interpersonal and communication skills, both in person and by telephone.
Strong working knowledge of computers including but not limited to windows and keyboard Skills and Ability to learn and master multiple software systems.
Must be organized with the ability to handle multiple tasks.
Continuous sitting for majority of the shift.

Nice To Haves

Previous hotel experience in a Reservations, Front Office, Sales and Marketing is strongly preferred.

Responsibilities

Capture sales from in-coming reservations calls and coordinate details of each reservation.
Complete internal reservation forms
Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head
Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests.
Handle guest complaints in accordance with Four Seasons policy.
Process WRO, Trust, Internal Reservations, and FIT reservations
Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.
Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests, inform Manager of any Special Attention, VIP guests and assist CIS Leader in obtaining arrival times for VIPs or Special Attention guests.
Monitor Front Desk reservations made night prior, address any reoccurring issues
Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival.
Process Employee Comp requests, handle Friends & Family requests with guidance from Department Head or Assistant Manager
Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
Respond according to the crisis management plan to any resort emergency or safety situation.
Comply with Four Seasons’ Work Rules and Standards of Conduct.
Work harmoniously and professionally with co-workers and supervisors.