Reservations Agent

Responsibilities 

Capture sales from in-coming reservations calls and coordinate details of each reservation. Complete internal reservation forms. 

Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests. 

Handle guest complaints in accordance with Four Seasons standards. 

Process WRO, Trust, Internal Reservations, and FIT reservations. 

Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations. Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival. 

Run appropriate reports checking for special requests. 

  Monitor Front Desk reservations made night prior, address any reoccurring issues. 

  Respond according to the crisis management plan to any resort emergency or safety situation. 

Answer all incoming phone calls in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions. 

Accepts and delivers wake-up calls, messages and facsimiles in a timely manner. 

Assist other departments, when needed, in handling phone calls and booking procedures.  Support the Sales Team in processing rooming lists or introduction letters and with other departmental tasks.