Four Seasons Hotels and Resorts
Reservations Agent
Four Seasons Hotels and Resorts, Baltimore, Maryland, United States, 21276
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 the way 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.
About the location 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, 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 incoming calls and coordinate details of each reservation to ensure the guest’s satisfaction.
Essential Functions
Capture sales from incoming reservation calls and coordinate details of each reservation; complete internal reservation forms.
Run daily reports for the 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 wait‑listed reservations.
Run appropriate reports checking for special requests and hard block 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 the night prior, address any recurring issues.
Contact guests or travel planners to clarify any discrepancies in 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.
Accept and deliver 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.
Excellent customer/guest service skills and experience.
Previous reservations and/or front office experience highly preferred.
High‑volume call center experience preferred.
Excellent verbal and written English communication skills and reading proficiency.
Excellent computer skills.
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 holidays.
401(k) retirement plan.
Exciting training and development opportunities.
Complimentary employee meals.
Complimentary room nights at Four Seasons hotels worldwide.
Discounted employee parking.
And much more!
Miscellaneous Work authorization in the United States required.
Equal Opportunity Four Seasons is an Equal Opportunity, affirmative action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the “EEOC is The Law” information poster please visit the website. Under Maryland law, an employer may not require or demand that an individual submit to or take a lie detector or similar test as a condition of employment. Such an employer would be guilty of a misdemeanor and subject to a fine not exceeding $100.
Seniority Level Not applicable
Employment Type Full‑time
Job Function Sales, finance, and customer service
Industries: travel arrangements and hospitality
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About the location 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, 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 incoming calls and coordinate details of each reservation to ensure the guest’s satisfaction.
Essential Functions
Capture sales from incoming reservation calls and coordinate details of each reservation; complete internal reservation forms.
Run daily reports for the 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 wait‑listed reservations.
Run appropriate reports checking for special requests and hard block 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 the night prior, address any recurring issues.
Contact guests or travel planners to clarify any discrepancies in 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.
Accept and deliver 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.
Excellent customer/guest service skills and experience.
Previous reservations and/or front office experience highly preferred.
High‑volume call center experience preferred.
Excellent verbal and written English communication skills and reading proficiency.
Excellent computer skills.
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 holidays.
401(k) retirement plan.
Exciting training and development opportunities.
Complimentary employee meals.
Complimentary room nights at Four Seasons hotels worldwide.
Discounted employee parking.
And much more!
Miscellaneous Work authorization in the United States required.
Equal Opportunity Four Seasons is an Equal Opportunity, affirmative action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the “EEOC is The Law” information poster please visit the website. Under Maryland law, an employer may not require or demand that an individual submit to or take a lie detector or similar test as a condition of employment. Such an employer would be guilty of a misdemeanor and subject to a fine not exceeding $100.
Seniority Level Not applicable
Employment Type Full‑time
Job Function Sales, finance, and customer service
Industries: travel arrangements and hospitality
#J-18808-Ljbffr