Job Description

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:

Since opening in 1962, The Ocean Club, A Four Seasons Resort, Bahamas has been a playground for celebrities and discerning travellers set along an 8-kilometre (5-mile) stretch of natural, white-sand beach on Paradise Island. Connect with Bahamian beauty in an enclave of remarkable seclusion, where intimate low-rise buildings are immersed in 14 hectares (35 acres) of Versailles-inspired lawns and gardens. Wake up to breakfast on your private balcony, then indulge in a restorative treatment in one of our Balinese-style spa villas or head out for a round of golf at Ocean Club Golf Course. However you spend your day, be sure to join us back at Martini Bar and Lounge for a nightcap.

Job Summary

Responsible for selling the resort and providing information to prospective guests. To capture sales from the incoming calls and coordinate details of each reservation to ensure the guest’s satisfaction.

Key Duties and Responsibilities

• Capture sales from in-coming reservations calls and coordinate details of each reservation. Complete internal reservation forms.
• Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head.
• Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests.
• Handle guest complaints in accordance with Four Seasons policy.
• Process WRO, Trust, Internal Reservations, and FIT reservations.
• Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.
• Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests, inform Manager of any Special Attention, VIP guests and assist CIS Leader in obtaining arrival times for VIPs or Special Attention guests.
• Monitor Front Desk reservations made night prior, address any reoccurring issues.
• Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival.
• Process Employee Comp requests, handle Friends & Family requests with guidance from Department Head or Assistant Manager.
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
• Respond according to the crisis management plan to any resort emergency or safety situation.
• Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact.
• Performs all reasonable duties requested by management.

Non-Essential Functions

• Assist with all guest inquiries within the sales and marketing department, including assisting with high telephone volume and walk-in site inspections.
• Assist with the development of all direct sales presentation material for both travel industry and group sales.
• Assist Group Rooms Coordinator in processing rooming lists or introduction letters.

3 Functional competencies

Grooming

• I present a professional image according to established standards

Communication

• I adapt my communication to the message and the audience
• I deliver effective written communications

Functional Skills and Knowledge

• I understand the full scope of my duties and demonstrate initiative
• I take responsibility for my actions

Planning & Organizing

• I set realistic goals both for myself and my colleagues in line with organization strategies
• I handle multiple priorities effectively

Team Management & Development / Influencing & Working with Others

• I devote time in training and coaching each colleague
• I conduct regular performance management discussions for my colleagues and monitor their progress
• I am able to influence others when required to speak and present ideas
• I am able to work with other colleagues and departments effectively

Problem Solving & Decision Making

• I involve all the appropriate people to resolve problems in the business
• I proactively facilitate prompt and appropriate decision making