Job Description

Job Title: Sales And Reservations Agent

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.

Sophisticated urban retreat on the waterfront. Our modern, urban retreat, positioned at the edge of Baltimore's Harbor East, offers a host of luxurious amenities such as a five-star Spa to a rooftop pool, setting the scene for fabulous vacations with kids, romantic getaways and business stays. Miles of walkable waterfront, top restaurants and city landmarks are all within easy reach.

Basic Purpose

Responsible for selling the hotel 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.

Essential Functions

• 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.
• Answer incoming PBX calls in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions.
• Accepts and delivers wake up calls, messages and faxes in a timely manner.
• 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.

Non-Essential Functions

• Assist with all guest inquiries, 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.

Knowledge And Skills

• High School Diploma or equivalent required.
• Must have excellent customer/guest service skills and experience
• Previous Reservations and/or Front Office highly preferred,
• High Volume Call Center experience preferred
• Must have excellent verbal and written English communications skills as well as reading proficiency
• Must have excellent computer skills
• Must be proficient in speaking

What To Expect From Your Employee Experience

• Hourly Rate: $21.55
• Medical, vision and dental insurance
• Complimentary life insurance
• Short-term disability insurance
• Paid time off and holiday
• 401k Retirement Plan
• Exciting training and development opportunities
• Complimentary employee meals
• Complimentary room nights at Four Seasons hotels around the world
• Discounted employee parking
• And Much More!

Work authorization in the United States required.

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