Cluster Reservations Agent - Four Seasons Milan and Taormina

Four Seasons Hotels and Resorts

1mo ago

Job
Full-time
Junior & Mid Level
Customer Relations
Hospitality & Retail
Milan
Quick Apply

AI generated summary

You must have legal rights to work in Italy, fluency in English and Italian, excellent organizational skills, attention to detail, and a passion for delivering exceptional guest experiences.
You will provide exceptional guest service, manage reservations, handle inquiries, maintain communication with departments, and ensure guest satisfaction through problem-solving and proactive support.

Requirements

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

Responsibilities

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.
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.

FAQs

What is the job title for this position?

The job title is Cluster Reservations Agent for Four Seasons Milan and Taormina.

What are the primary locations for this role?

The primary locations are Four Seasons Hotel Milan and Four Seasons Hotel San Domenico Palace, Taormina.

What qualifications are needed for this position?

Candidates should have knowledge of hotel operations, proficiency in English (and Italian), experience with Property Management Systems (e.g., Opera), and superior communication skills.

What are the key responsibilities of a Cluster Reservations Agent?

Key responsibilities include handling guest inquiries, processing reservations, providing information about hotel services, and ensuring guest satisfaction through excellent service.

What kind of work schedule can I expect?

This position includes a flexible schedule with the ability to work all shifts, weekends, and holidays.

Is there an opportunity for career development in this role?

Yes, Four Seasons offers excellent training and development opportunities, alongside the potential to build a successful career with global opportunities.

Does the role involve handling guest complaints?

Yes, handling guest problems or complaints and ensuring 100% guest satisfaction is part of the role.

What benefits does Four Seasons offer to its employees?

Four Seasons offers a competitive salary, comprehensive benefits package, complimentary dry cleaning for uniforms, meals at the employee restaurant, employee recognition programs, and various employee experience initiatives.

Is knowledge of the property management system required?

Yes, familiarity with any Property Management System, such as Opera, is required.

Are there opportunities for recognition within the company?

Yes, Four Seasons has employee recognition programs to acknowledge outstanding contributions from team members.

Four Seasons Hotels and Resorts

Travel & Leisure

Industry

10,001+

Employees

1961

Founded Year

Mission & Purpose

Four Seasons opened its first hotel in 1961, and since that time has been dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality. Currently operating more than 120 hotels and resorts, and more than 50 residential properties in major city centers and resort destinations in 47 countries, and with more than 50 projects under planning or development., Four Seasons consistently ranks among the world's best hotels and most prestigious brands in reader polls, traveler reviews and industry awards.