Reservations Coordinator for Luxury Hotels

3 mesi fa

Milano, Lombardia, Italia Four Seasons Hotels and Resorts A tempo pieno

About Four Seasons:

Four Seasons thrives on the dedication of our team members. We are a diverse group of individuals who strive for excellence, continuously pushing our limits while treating one another with respect and kindness. Our staff across the globe crafts unforgettable experiences for our guests, residents, and partners through a commitment to luxury and heartfelt service. We understand that the key to delivering exceptional guest experiences lies in providing a world-class employee experience and nurturing company culture.

At Four Seasons, we cherish the importance of recognizing familiar faces, welcoming newcomers, and treating everyone we encounter with the utmost respect. Whether interacting with our team, hosting guests, or engaging with the community, we believe our mission is to create lasting impressions that enrich lives. This stems from our conviction that life is more fulfilling when we genuinely connect with those around us.

About the role:

We are currently seeking a skilled Cluster Reservations Agent to enhance our esteemed hotels.

Responsibilities:

Essential Knowledge:

  • Familiarity with hotel operations
  • Proficiency in English
  • Experience with Property Management Systems (e.g., Opera)
  • Excellent communication abilities

Core Functions:

  • Maintain a friendly, courteous, and professional demeanor in all interactions with guests and colleagues.
  • Possess comprehensive knowledge of Four Seasons Hotel services.
  • Manage confidential information regarding guests.
  • Assess guest needs and provide tailored room accommodations while keeping management informed.
  • Utilize the Guest Recognition Program to ensure accuracy and coordination with specialists.
  • Complete additional tasks as assigned by management.
  • Effectively prioritize and manage multiple responsibilities.
  • Anticipate guest preferences and strive to exceed expectations.
  • Exhibit professionalism in communication and conduct.
  • Proactively seek knowledge to enhance job performance.
  • Adhere to Core and Culture Service Standards.
  • Remain composed and attentive, demonstrating concern in all situations.
  • Understand and execute emergency procedures.

Operational Duties:

  • Compile necessary reports during shifts.
  • Efficiently manage the console for guest requests.
  • Handle multiple phone calls simultaneously.
  • Provide general information to callers regarding hotel services.
  • Follow telephone etiquette standards.
  • Participate in enhancing guest satisfaction by adhering to established standards.
  • Utilize computer systems for reservation management.
  • Process various types of reservations and requests.
  • Ensure accurate coding of reservations.
  • Address inquiries for other properties.
  • Maintain updated information across booking channels.
  • Resolve guest issues effectively, ensuring satisfaction.
  • Conduct pre-arrival checks to fulfill guest requests.
  • Communicate essential information to relevant departments.
  • Support the Sales & Events team with group bookings.
  • Answer phones professionally and manage calls appropriately.
  • Attend departmental meetings regularly.
  • Manage operations manually during system outages.
  • Offer to work additional shifts as needed.

Qualifications:

A unique talent for delivering high standards of service consistently and ensuring exceptional guest experiences. You should possess strong attention to detail, interpersonal skills, and the ability to manage multiple tasks efficiently. A collaborative spirit and a personal touch in guest interactions are essential.

What we offer:

  • Competitive salary and comprehensive benefits package.
  • Opportunities for training and professional development.
  • Complimentary uniform dry cleaning.
  • Meals provided at the employee restaurant.
  • Employee engagement initiatives throughout the year.
  • Recognition programs for outstanding performance.
  • Pathways for career advancement within a global organization.

Schedule & Hours:

This position is based at Four Seasons properties and includes a flexible schedule with the possibility of working various shifts, including weekends and holidays. Candidates must have the legal right to work in Italy and be fluent in English and Italian.

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