Cluster Reservations Agent

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Iconic elegance in Milan's most fashionable neighbourhood. . A 15th-century convent turned sophisticated garden retreat, Four Seasons Hotel Milano is a haven in the centre of Milan's Fashion District. Fall asleep under frescoes in high-ceilinged rooms, dine on authentic Italian dishes on the airy veranda and recover from a day of shopping and sightseeing with a massage in our sleek, modern Spa.

About the role

We currently have an opportunity for a talented Cluster Reservations Agent to join our iconic Four Seasons Hotel Milan and San Domenico Palace, Taormina, a Four Seasons hotel in Italy

What you will do

Key Knowledge

• Hotel operations

• English language

• Any Property Management System (e.g. Opera)

• Superior communication skills

Key Functions, generic and standard tasks 

• Display, at all times, a friendly courteous and professional manner in all dealings with guests, patrons and other employees.

• Have the knowledge of general hotel information for Four Seasons Hotel Milano and Four Seasons Hotel Taormina.

• Handle privately registered guests and understand the guest/staff confidentiality.

• Determine what a potential guest is looking for in room accommodations and participate in problem solving situations while keeping the Reservation Manager well informed.

• Utilize the Guest Recognition Program to ensure maximum accuracy and recognition and coordinate with Guest Recognition Specialist.

• Carry out other duties that may be assigned by the immediate manager.

• Prioritize and handle multiple tasks.

• Be attentive to guests needs and to find pride and purpose in providing exceptional service and product; to anticipate guests' personal preferences and the ability to exceed expectations.

• Exhibit a sense of professionalism in his or her language and demeanor.

• Be proactive in seeking to acquire knowledge to improve overall job effectiveness. Keep an organized and clean workspace.

• Know and apply the Core and Culture Service Standards.

• Remain calm and attentive, displays concern regardless of the circumstances.

• Have the knowledge of and execute fire, emergency, evacuation and bomb threat procedures.

Key operational tasks and activities

• Take all necessary reports at AM & PM shifts such as:

• Wake-Up report, Trace report, ORS reports, Pre-Arrival report, etc. and file them.

• Operate the console and handle efficiently and effectively for wake-up, guest message, DND requests.

• Handle several telephone calls at any given time.

• Handle incoming faxes, fax modem line connection requests and telephone functions for guest rooms.

• Provide general information and inquiries to all callers and is familiar with all hotel services, hours of operations (restaurants, health club, concierge, valet), key hotel personnel, daily activities, special function, etc. for both hotels.

• Adhere telephone etiquette standards: tone, enunciation, professionalism and smile in the voice, phrases to use and phrases not to use.

• Play an active role in the Guest Satisfaction field, by adhering to the Four Seasons Standards and in line with the Aspire guidelines (test and coach calls).

• Utilize the computer systems in retrieving and updating room reservations.

• Process internal reservations, reservations from the Central Reservations Office, employee complimentary room request, e-mails and faxes.

• Complete a room reservation for any given time period knowing what types of accommodation, rates and special services are available.

• In addition, the ability to properly code all said reservations as to the rate type, source, travel agent, etc. for both hotels.

• Handle enquiries for other Four Seasons properties.

• Upload WRO and all booking channels for all updates and new procedures and follow-up for the revision.

• Handle guest problems or complaints by understanding the issues with all aspects and then handing the problems over to the appropriate departments, following up the results and making sure to end the problems with 100% guest satisfaction.

• Perform pre-arrival checks and ensure that all the relevant requests will be satisfied (eg. Room allocation, number of people travelling, travel details, name and age of the children if any, name and age of the pets if any, etc.).

• Prepare internal memos to inform any Department about upcoming arrival of Elite Guests, several rooms parties, specific requests and so on.

• Enter and follow-up Glitch updates.

• Handle the Chat system in place for both the properties and adhere to the Four Seasons rules (etiquette, timing, departments to include in the conversation, etc.).

• Handle the several technical systems useful to perform the daily activities (Fusion, Key, Golden, Workday, Microsoft platform).

• Dealing with Travel Agencies: Commission, Pro-Forma Invoices, Preferred Program (Fine Hotels & Resorts, Virtuoso, Preferred Partner).

• Understand allocations and coordinating with Front of the House Team to ensure the best allocations based on the guests' needs.

• Keep all support departments informed of necessary information or requests about the 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 the 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, utilize the hotel computer system, e-mail and fax machines.

• Attend Department meetings on 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 you bring

A special talent and passion for ensuring you and your team deliver the highest of standards consistently and ensuring exceptional service and attention to our guests. 

You should have attention to detail, strong interpersonal and relationship building skills, the ability to multi-task with excellent organizational skills, be a team player and bring your personal touch and energy to our guest experiences. 

We are looking for a special individual whom shares our passion for excellence and whom delights in the magic of curating special experiences and memories for our guests. 

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: from annual themed employee party to many ESG events throughout the year 

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 schedule 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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