Four Seasons Hotels and Resorts

Sales

• Capture sales from in-coming Reservation calls (Rooms, Spa, Dining, Watersports, etc. ) and coordinate details of each booking following all reservation standards, processes, and procedures.
• Receive and answer all Web, e-mail, WRO, Trust, Internal Sales & Executive Office, FIT and Wholesale ResCom, confirming and corresponding as needed.
• Answer incoming PBX calls in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions following proper transfer and hold procedures.
• Manage Four Seasons chat, responding to requests in a timely manner and assisting in connecting guests with necessary departments.
• Handles all guest inquiries and interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves guest complaints in accordance with Four Seasons policy and keep supervisors informed of potential problems for corrective action.
• Complete pre-arrival reservation detail process including but not limited to; confirming billing and non-guaranteed ResCom, dinner ResCom, spa ResCom and waitlisted ResCom.
• Support Group Room Coordinator and Guest Recognition Specialist as needed.
• Accepts and delivers wake up calls, messages, and faxes in a timely manner.
• Handle all overflow HOTSOS calls for Housekeeping, Engineering, Guest Services, Front Desk, IRD, etc.
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
• Monitor and respond to hotel fire control panel and emergency safety situations in an efficient and professional manner.
• Respond according to the crisis management plan to any resort emergency or safety situation.

Reservations Sales Specialist