Reservations Agent

Reservations And Communications Agent

The Four Seasons Hotel Minneapolis seeks a Reservations and Communications Agent to join our talented team! Be a part of Four Seasons Hotel Minneapolis where we foster connection, celebrate character and develop craftsmanship. Join our uniquely-talented team, and we will support you in doing your best work. Whether you're inspired by our culture, incomparable views of the Mississippi River or two-time James Beard Award-winning native Minnesotan chef, discover why your future is here.

About The Role

Basic Purpose: The Reservations and Communications Agent will be responsible for selling the hotel and providing information to prospective guests, capturing sales from the incoming calls and coordinate details of each reservation to ensure the guest's satisfaction, managing Four Seasons chat, and supporting the Travel Industry team as related to wholesale and leisure reservations needs, etc. Flexibility to work early mornings, evenings, weekends, holidays and travel as necessary. This position reports to the Reservations and Communications Manager.

What You Will Do

• Capture sales from in-coming reservations calls (Room, Spa and Dining) and coordinate details of each call and complete internal reservation process; Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations; Complete pre arrival communication for guests arriving; Process deposits for reservations that require.
• Answer incoming hotel 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.
• Process email reservation requests from all outside agencies and colleagues. Answer General Reservations and Contact Us email. Receive and process all Wholesale or Travel Agent reservation requests via email, confirming back with agency as needed.
• Support the Travel Industry team as related to Wholesale and Leisure reservations needs; Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head.
• Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests' arrival.
• Support Guest Recognition Specialist and Group Rooms Coordinator in responsibilities.
• Accepts and delivers wake up calls, messages, and faxes in a timely manner.
• Handle guest complaints in accordance with Four Seasons policy.
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
• Comply with Four Seasons' Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.

What You Bring

• Minimum of 1-2 years of experience in a high volume call setting or similar hotel experience.
• Excellent and unwavering customer service skills.
• Knowledge of Opera property management system highly preferred.

What We Offer

We care for our team members through competitive compensation packages and the following complimentary, market-leading benefits:

• Wage: $23.07 per hour
• Comprehensive health and vision insurance
• Discovery nights at Four Seasons Properties around the globe
• Holiday and vacation pay
• Daily meals inspired by award-winning chefs
• Complimentary uniforms and uniform care
• Sick pay, disability coverage, and life insurance

We also offer opportunities for career development and advancement and the following rewards in support of their work-life balance:

• Parking discounts
• Staff lounge and cafeteria space with city view
• Up to eight weeks of parental leave pay
• Fur baby insurance
• 401(k) retirement plan
• Discounted accommodations at Four Seasons properties worldwide
• Dental coverage available at a discounted rate