Hybrid Reservations Sales Specialist

at Four Seasons Hotels and Resorts

• Job title: Reservations Sales Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Palm Beach, United States

About the role

• Reservations Sales Specialist responsible for selling luxury hotel services and maximizing revenue through guest engagement. Handling reservation inquiries for Four Seasons hotels across South Florida with a focus on personalized service.

Responsibilities

• 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.

Requirements

• Must be fluent in reading, writing and spoken English
• Must be able to analyze guest situations and make suggestions that meets and exceeds the guest’s expectations of the hotel.
• Ability to analyze, prioritizes, organize, multi-task and follow up with a strong sense of urgency.
• Excellent interpersonal, typing and communication skills, as well as a positive attitude.
• Strong working knowledge of computers including but not limited to Microsoft Office and Opera PMS.
• Skills and ability to learn and master multiple software systems.
• Luxury hotel Sales and/or Operations background preferred (minimum of 3 years)
• Proven sales conversion track record a plus.

Benefits

• Competitive salary, wages, and a comprehensive benefits package
• Complimentary employee benefits after one year of service
• 401(k) Retirement Plan and Company Match
• Excellent Training and Development opportunities
• Employee Discount for stays at any Four Seasons worldwide
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals
• and so much more!