Reservations and Communications Agent

• Answers phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions.
• Capture sales for incoming calls related to room, spa, restaurant reservations and in-room dining requests. Accurately coordinate details of each reservation or request.
• Run daily reports for department, operational departments, Sales & Marketing, General Manager, and Department Head.
• Manage the general reservations and guest communication e-mail inboxes.
• Accepts and delivers mobile instant messages, wake-up calls, messages and facsimiles in a timely manner.
• Handle guest complaints in accordance with Four Seasons policy.
• Contact guests to communication and obtain pre-arrival information.
• Confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.
• Run appropriate reports checking for special requests or those requiring procedural actions, hard block key room assignments, inform Manager of any reservation requiring Special Attention.
• Assist GRS in guest recognition efforts by pre-clearing reservations to identify existing return guest profiles and acknowledge those requiring VIP or Special Attention.
• Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guest’s arrival.
• Monitor Front Desk and Central Team reservations made the night prior, address any reoccurring issues.
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
• Monitors and respond according to the crisis management plan to any property emergency or safety situation.
• Performs installation and repairs of telephone, facsimile or high-speed internet services in the guest room or public area meeting space.
• Comply with Four Seasons’ Work Rules and Standards of Conduct.
• Perform appropriate duties as assigned by Management.
• Work harmoniously and professionally with co-workers and supervisors.

Preferred Qualifications And Skills

• Excellent reading, writing and oral proficiency in the English & Arabic languages.
• Excellent computer literacy skills
• Previous Administrative experience
• Excellent customer service skills