Cluster Reservations Agent

3 giorni fa

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

About Four Seasons:

Four Seasons Hotels and Resorts is a world-renowned hospitality company that prides itself on delivering exceptional guest experiences. Our team members are the backbone of our success, and we're seeking a talented Cluster Reservations Agent to join our team in Milan.

About the Role:

We're looking for a highly skilled and organized individual to handle reservations for our luxury hotels in Milan and Taormina. As a Cluster Reservations Agent, you'll be responsible for managing room reservations, handling guest inquiries, and providing exceptional customer service.

Key Responsibilities:

  • Manage room reservations for multiple hotels, ensuring accurate and efficient processing.
  • Handle guest inquiries and requests, providing timely and professional responses.
  • Collaborate with the Front of the House team to ensure seamless guest experiences.
  • Utilize property management systems to retrieve and update room reservations.
  • Process internal reservations, employee complimentary room requests, and other special requests.
  • Handle guest problems or complaints, escalating issues to the appropriate departments as needed.
  • Perform pre-arrival checks to ensure guest requests are met.
  • Prepare internal memos to inform departments of upcoming guest arrivals and special requests.
  • Enter and follow up on glitch updates.
  • Handle the chat system and adhere to Four Seasons' rules and etiquette.
  • Utilize technical systems to perform daily activities, including Fusion, Key, Golden, Workday, and Microsoft platforms.
  • Deal with travel agencies, handling commission, pro-forma invoices, and preferred programs.
  • Understand allocations and coordinate with the Front of the House team to ensure the best allocations based on guest needs.
  • Keep support departments informed of necessary information or requests about hotel guests.
  • Perform tasks and projects as delegated by the Supervisor or Cluster Reservations Manager or Hotel Management.
  • Support the Sales & Events team by handling group rooming lists and assisting the Cluster Reservations Supervisor or Cluster Reservations Manager.
  • Answer the telephone professionally and cheerfully, including transferring and routing misdirected calls and taking messages according to Four Seasons' telephone etiquette standards.
  • Handle phone-related problems, utilizing the hotel computer system, email, and fax machines.
  • Attend department meetings on a daily, weekly, and monthly basis.
  • Run the operation manually when 'Opera' crashes.
  • Be proactive in offering to work additional shifts or hours, including weekends, in light of organizational demands.

What We Offer:

Competitive salary, wages, and a comprehensive benefits package.

Excellent training and development opportunities.

Complimentary dry cleaning for employee uniforms.

Meals available at our employee restaurant.

Employee experience initiatives, including annual themed employee parties and ESG events.

Employee recognition programs.

Opportunities to build a successful career with global potential.

Schedule & Hours:

This position is based at the Four Seasons Milan and we will offer a fixed-term contract.

This job includes flexible scheduling with the ability to work all shifts, weekends, and holidays.

You must possess the legal right to work in Italy and have fluency in English and Italian.

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