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:A secluded oasis at the edge of an idyllic lagoon! On the east coast of Mauritius, lapped by turquoise waters perfect for water sports, our relaxing Resort is filled with lush greenery and dramatic views everywhere you turn. Each stylish villa and residence feature its own private garden and pool – just like the home for the Resort’s resident giant tortoises. After a day exploring the Indian Ocean or playing unlimited golf at both our Ernie Els-designed course and Bernhard Langer signature course, unwind at our award-winning Spa and raise a glass at one of our exciting dining venues. Mauritius is teeming with opportunities for your next day’s adventures. This beautiful resort opened in October 2008, and has 90 one-bedroom villas, 1 Presidential Suite, 45 two-to-five-bedroom residential villas, 5 stunning Food and Beverage venues in addition to managing an off-property beach bar/restaurant, an award-winning over water Spa, 2 tennis courts and a fitness center.

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 French 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

REQ10360480