Reservations Agent (Non-Management)

At Four Seasons we consider life and work to be richer when we truly connect with the people and the environment around us. 

Our family members are masters at their crafts – a gardener can become an artist, a manager a conductor, a chef an inventor. We look for employees who share the Golden Rule: people who, by nature, believe in treating others as we would have them treat us. We look for our people to characterize a shared passion for excellence and to infuse that enthusiasm into everything they do. 

About Four Seasons Resort Costa Rica at Peninsula Papagayo:  

From our hillside perch overlooking the Pacific Ocean, our expansive Costa Rican resort offers privacy while being your launching pad into boundless adventures. After a day of zip lining, surfing or hiking a volcano, return to our tropical retreat for farm-to-table dining from one of our five restaurants and bars, refreshing swims or relaxing spa treatments. With customized itineraries for families and couples alike, we can’t wait for you to experience “pura vida” at Peninsula Papagayo.

Reservations Agents sell the resort and provide information to prospective guests, capture sales from the incoming calls and coordinate details of each reservation.

Purpose 

To monitor & respond to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central reservation system.  

Job Responsibilities 

General 

• Is directly responsible for the day to day key processes in his/her area of work 
  
  
• Assists his/her supervisor in executing the day to day operational requirements 
  
  
• Assumes training responsibilities when required; demonstrates a high degree of standards awareness; promotes teamwork and acts as role model 
  
  
• Attends all scheduled training sessions, and ensure to reach goals setup by Supervisors and / or Assistant Manager, 
  
  
• Actively offers operational, employee and customer (internal and external) related feedback to management 
  
  
• Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule 
  
  
• Adheres to the hotel's code of conduct and grooming & hygiene standards 
  
  
• Is seen as working hands-on, assists colleagues in crunch times; Walks the talk 
  
  
• Actively participates in briefings and departmental meetings 
  
  
• Maintains a clean and orderly work area and promotes a safe working environment  
  
  
• Performs any cognate duties as assigned 
  
  
• Flexibility to work to demands of the business  
  
  

Departmental 

• Is highly knowledgeable on all hotel services and facilities including hours of operation, key hotel personnel, daily activities, special functions. 
  
  
• Process all reservation requests, changes and cancellations received by phone or email 
  
  
• Input and access data reservation in reservation system 
  
  
• Identify guest reservation needs and determine appropriate room type 
  
  
• Continuously updates the "Show Me You know Me" database; shares information with operational departments to ensure a high quality arrival experience. 
  
  
• Updates and maintains guest history profiles as per standards 
  
  
• Monitor Online Travel Agencies (OTAs) and Online Tour Operators extranet (reservation functions) to ensure data accuracy 
  
  
• Assists the Supervisor, Assistant Reservation  Manager in the preparation of reports including cancellation, no shows, and sources of reservations 
  
  
• Is Adept at handling multiple telephone calls at any given time 
  
  
• Follow sales techniques to maximize reservation upselling program  
  
  
• Reviews guest history where available and takes steps to ensure high quality guests experience 
  
  
• Reviews and verifies all WRO arrivals for appropriate profile 
  
  
• Ensures appropriate guest recognition in accordance with the hotel's programs and using sound discretion 
  
  
• Works closely with the Sales department in handling group bookings, maintaining files, tracing cut off dates, following up on special instructions etc. 
  
  
• Monitors quality of data entry by user and rectifies if required to ensure company standards are met 
  
  
• Clears suspended profiles in GUESTres 
  
  
• Maintains high levels of guest confidentiality and data privacy as per company guidelines 
  
  
• Report any equipment failures/problems & repair requests to Supervisors. 
  
  

Special Requirements 

• 1-2 years of relevant experience in Front Office/Reservation in 5-star hotel/resort or in high end customer service role and dealing directly with customers over the phone (essential) 
  
  
• Excellent verbal and written communication skills in both Spanish and English language 
  
  
• Team player 
  
  
• Possess working knowledge of type of rooms the hotel has as well as their location. 
  
  
• Knowledgeable about all hotel packages, meal plans, rates, and benefits. 
  
  
• Computer literate  
  
  
• Pleasant telephone voice and manner is required 
  
  

• Compliance Policies 
  
  

• Grooming Policy 
  
  
• Confidentiality Agreement 
  
  
• Policy Against Harassment 
  
  
• Electronic Systems Policy 
  
  
• Code of Business Conduct and Ethics 
  
  
• Employee Handbook Acknowledgement Form