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:

An urban retreat steeped in historic beauty. Stroll the city’s biggest private garden – a tranquil haven of statues, fountains and centuries-old trees – or retire to your suite where frescoes line the walls amid original architectural features. Our historic Hotel, with its Michelin-starred Italian restaurant and a locally inspired Spa where you can spend afternoons in pure indulgence, is just steps away from the cultural heart of Florence.

Four Seasons Hotel Firenze is currently looking for a talented Reservations Agent to join our Team!

About the role
TheReservations Agentis responsibleforselling the hotel andprovidinginformation to prospective guests via phone, email,chator other Hotels tools, ensuring the guest’s satisfactionThis position is also responsible for answering Hotel general phone calls, routing calls to proper internal extensions, accepting and delivering wake upcallsand performing otherCORE daily tasks(specifically PBX and chat)

What you will do

Answer Hotel general phone calls, routing calls to proper internal extensions, accepting and delivering wake up calls and performing other departmental tasks.Take down and pass messages where necessary.

Utilize and ensure proper working conditions of the telephone switchboard, the hotel computer systems, high-speed Internet system and facsimile machines.Updatethe company’s internal telephone directory

Processguests’inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions.Interactionswill be via phone, email,chator any other tool provided by the company.

Capture salesvia phone,emailor chatfrom in-coming reservations calls and coordinate details of each reservation. Complete internal reservation forms.

Answer general reservations e-mail, retrieve and distribute mail and process brochure requests

Perform guest recognition duties ensuring that all departments have the information they need, preparing them for every arriving guest. Conduct pre-arrival review of all incoming guests using Hotel platforms.

Handle guest complaints in accordance with Four Seasonsstandards.

Process WRO, trust, internal reservations, and FIT reservations.

Callor email gueststo confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations. Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival

Run appropriate reports checking for special requestsMonitor Front Desk reservations made night prior, address any reoccurring issues.

Respond according to the crisis management plan to any resort emergency or safety situationAnswerall incomingphone calls in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions

Assist other departments, when needed, in handling phone calls and booking procedures.

Support the Sales Teamin processing rooming lists or introduction lettersand with other departmental tasks.

Assistwith responsibilities and dutiesas assigned by Reservationsor CommercialLeadership team.

What you bring

PreviousReservations or Front Office experience.

Experience in customer service and excellent phone skills

Ability tomultitaskanda can-do & team approach to any request.

Advanced computer skills including but not limited to Excel, Word,PowerPointand Internet.Knowledge of Opera PMS isrequired

Reading,writingand oralproficiencyin theItalian andEnglish language.Thirdlanguage is a plus.

What we offer:
• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Employee Discount for stays at any Four Seasons worldwide
• Complimentary Dry Cleaning for Employee Uniforms
• Employee Meals

Schedule & Hours:

This is a full-time position based on a rotating shift schedule, including weekend and public holiday coverage. Fixed-term contract.

Successfull candidates must hold legal authorization to work in Italy at the time of application.