Reservations Agent en Lisbon (Portugal)

Descripción de la oferta

Proceso de selección continuo.

Funciones

About the Role

The Reservations Agent is responsible for selling the hotel and providing information to prospective guests via phone, email, chat or other Hotels tools, ensuring the guest’s satisfaction. This position is also responsible for answering Hotel general phone calls, routing calls to proper internal extensions, accepting and delivering wake up calls and performing other CORE daily tasks (specifically PBX and chat).

What you will do

Answer Hotel general phone calls, routing calls to proper internal extensions, accepting and delivering wake up calls and performing other departmental tasks. Take down and pass messages where necessary.

Utilize and ensure proper working conditions of the telephone switchboard, the hotel computer systems, high-speed Internet system and facsimile machines. Update the company’s internal telephone directory.

Process guests’ inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions. Interactions will be via phone, email, chat or any other tool provided by the company.

Capture sales via phone, email or chat from in-coming reservations calls and coordinate details of each reservation. Complete internal reservation forms.

Answer general reservations e-mail, retrieve and distribute mail and process brochure requests.

Perform guest recognition duties ensuring that all departments have the information they need, preparing them for every arriving guest. Conduct pre-arrival review of all incoming guests using Hotel platforms.

Handle guest complaints in accordance with Four Seasons standards.

Process WRO, OTA, Internal Reservations, and FIT reservations.

Call or email guests to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations. Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival.

Run appropriate reports checking for special requests. Monitor Front Desk reservations made night prior, address any reoccurring issues.

Respond according to the crisis management plan to any resort emergency or safety situation. Answer all incoming phone calls in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions.

Assist other departments, when needed, in handling phone calls and booking procedures.

Support the Sales Team in processing rooming lists or introduction letters and with other departmental tasks.

Assist with responsibilities and duties as assigned by Leadership team.

Requisitos

Excellent communication and organization skills;

Previous customer experience and ability to work effectively under pressure;

Proficient computer skills and knowledge in Microsoft Office products, Opera, Salesforce and other programs as needed

Attention to detail and problem solving skills;

Ability to multitask and prioritize daily workload;

History of working in a team environment and developing working relationships;

The candidate must hold the required authorization to work in an European country;

Reading, writing and oral proficiency both in Portuguese and English.

Must be able to work all shifts including, AM's, PM's, weekends, and holidays.

Se ofrece

Competitive compensation package

Statutory vacation allowance plus one additional day of paid leave

Outstanding training programs and career development opportunities, including enriching international taskforce opportunities

Employee travel program with complimentary stays at Four Seasons properties worldwide

Provision of employee uniforms

Complimentary meals at our much-loved Sabores Employee Restaurant

A birthday cake prepared especially for you by our renowned Pastry Team for you to celebrate with your loved ones

Comprehensive medical insurance, with the option to extend coverage to family members, plus access to an on‑site doctor for preventive care

Exclusive retail, spa, and food & beverage discounts within the hotel

Access to a modern, fully equipped employee on‑site gym

Full access to the FS Benefits platform