Four Seasons Hotels
Reservations Supervisor
Four Seasons Chicago is seeking a passionate Reservations Supervisor! The Reservations Supervisor acts as a leader of the communication hub for the operations departments. Answers and directs phone calls, manages chat, monitors HotSOS, books restaurant reservations, and assists the reservations process in an efficient, courteous, and professional manner to achieve maximum customer satisfaction while complying with all Four Seasons' policies. What You Will Do: Audit existing reservations to ensure accuracy. This includes taking advance deposits, checking for correct codes, and daily pre arrival reporting. Provide support to the reservations team when necessary by answering questions, taking escalated calls, etc. Provide support to the Group Coordinators by helping with overflow work, running rooming lists, entering group blocks, completing attrition. Lead Guest Recognition and manage the pre-arrival review process. Assist the Reservations Manager in daily/weekly/monthly reporting, weekly Yield/Forecast meetings. Answers phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions. Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with, hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Utilizes and ensures proper working condition of the telephone switchboard, the hotel computer systems. Work harmoniously with reservations department to effectively assist in Pre-arrival communication and booking outlet/activities. Assists with the communication in the event of an emergency situation in an efficient and professional manner. Accepts and delivers wake-up calls and messages in a timely manner. Other duties as assigned. Handle travel agent commissions Champion Four Seasons standards and quality assurance by training, mentoring and educating CORE Agents. What You Bring: Comprehensive computer and analytical skills 1-year previous reservations experience preferred but not required. Knowledge of Operations front/back of house Superior guest service and salesmanship skills Work well under pressure, multitasking and team player Detail oriented organizational skills and thinks strategically The ability to multi task effectively The ability to work in a fast paced environment handling multiple guest calls consecutively Comfort with Microsoft Office products and the ability to learn other computer software suites necessary for the role. What We Offer: Compensation: $26.00 - $27.50 Competitive Salary, wages, and a comprehensive benefits package Travel discounts at other Four Seasons Hotels and Resort Complimentary Dry Cleaning for Employee Uniforms Complimentary Employee Meals Energizing Employee Culture where you are encouraged to be your true self! Comprehensive learning and development programs to help you elevate your craft. Inclusive and diverse employee engagement & recognition events all year-round. Schedule & Hours: Full Time Flexibility to work early mornings, evenings, weekends and holidays. Candidates must have valid work authorization for the U.S. If you are a qualified individual with a disability or disabled veteran and need a reasonable accommodation to use or access our online system, please contact the People & Culture Department at 312-649-2153. Don't miss this opportunity to be part of our award-winning team, while developing your career with the world's leading luxury hotel company! We look forward to receiving your application! Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.
Four Seasons Chicago is seeking a passionate Reservations Supervisor! The Reservations Supervisor acts as a leader of the communication hub for the operations departments. Answers and directs phone calls, manages chat, monitors HotSOS, books restaurant reservations, and assists the reservations process in an efficient, courteous, and professional manner to achieve maximum customer satisfaction while complying with all Four Seasons' policies. What You Will Do: Audit existing reservations to ensure accuracy. This includes taking advance deposits, checking for correct codes, and daily pre arrival reporting. Provide support to the reservations team when necessary by answering questions, taking escalated calls, etc. Provide support to the Group Coordinators by helping with overflow work, running rooming lists, entering group blocks, completing attrition. Lead Guest Recognition and manage the pre-arrival review process. Assist the Reservations Manager in daily/weekly/monthly reporting, weekly Yield/Forecast meetings. Answers phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions. Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with, hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Utilizes and ensures proper working condition of the telephone switchboard, the hotel computer systems. Work harmoniously with reservations department to effectively assist in Pre-arrival communication and booking outlet/activities. Assists with the communication in the event of an emergency situation in an efficient and professional manner. Accepts and delivers wake-up calls and messages in a timely manner. Other duties as assigned. Handle travel agent commissions Champion Four Seasons standards and quality assurance by training, mentoring and educating CORE Agents. What You Bring: Comprehensive computer and analytical skills 1-year previous reservations experience preferred but not required. Knowledge of Operations front/back of house Superior guest service and salesmanship skills Work well under pressure, multitasking and team player Detail oriented organizational skills and thinks strategically The ability to multi task effectively The ability to work in a fast paced environment handling multiple guest calls consecutively Comfort with Microsoft Office products and the ability to learn other computer software suites necessary for the role. What We Offer: Compensation: $26.00 - $27.50 Competitive Salary, wages, and a comprehensive benefits package Travel discounts at other Four Seasons Hotels and Resort Complimentary Dry Cleaning for Employee Uniforms Complimentary Employee Meals Energizing Employee Culture where you are encouraged to be your true self! Comprehensive learning and development programs to help you elevate your craft. Inclusive and diverse employee engagement & recognition events all year-round. Schedule & Hours: Full Time Flexibility to work early mornings, evenings, weekends and holidays. Candidates must have valid work authorization for the U.S. If you are a qualified individual with a disability or disabled veteran and need a reasonable accommodation to use or access our online system, please contact the People & Culture Department at 312-649-2153. Don't miss this opportunity to be part of our award-winning team, while developing your career with the world's leading luxury hotel company! We look forward to receiving your application! Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.