Reservations Agent

Four Seasons Hotels and Resorts

About The Position

The Reservations Agent handles guest reservations and inquiries and ensures accommodations are booked accurately. The role calls for a high level of professionalism, a friendly and calm demeanor in a sometimes demanding environment, an excellent telephone personality, strong computer skills, and a thorough understanding of room types, rates, occupancy, and selling strategies. The position is based in Boca Raton, Florida, and applicants must be legally able to work in the United States without sponsorship.

Requirements

Fluency in written and spoken English.
Ability to analyze, prioritize, organize, and follow up with a strong sense of urgency.
Excellent interpersonal and communication skills, in person and by telephone.
Comfort with PC applications including Word, Excel, and email; training will be provided on hotel-specific software.
Ability to learn and master multiple software systems.
Strong organizational skills and ability to handle multiple tasks.
Legal ability to work in the United States without sponsorship.

Nice To Haves

Previous experience in Reservations, Front Office, and/or Sales & Marketing is strongly preferred.

Responsibilities

Capture sales from incoming reservation calls, coordinate reservation details, and complete internal reservation forms.
Run daily reports for the department, operational departments, Sales & Marketing, the General Manager, and Department Heads.
Process internal and management reservations; reservations from the Central Reservations Office; employee complimentary room requests; group blocks; and travel agent discounts.
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 and clear waitlisted reservations.
Run appropriate reports to check special requests and hard-block any rooms that are not already hard-blocked for those requests; inform the Manager about Special Attention and VIP guests; and obtain arrival times for those guests.
Monitor Front Desk reservations made the prior night and address recurring issues.
Contact guests or travel planners to clarify discrepancies in preferences or requests before arrival.
Process Employee Comp requests and handle Friends & Family requests with guidance from the Department Head or Assistant Manager.