Reservations Supervisor

Four Seasons; Mumbai; On-site; INR 300,000 - 520,000; Full time

Job summary

Four Seasons Hotel Mumbai seeks a Reservations professional to manage guest inquiries and bookings, offering detailed knowledge of room types, rates, and services in a luxury hotel setting.

You will coordinate with Sales, Marketing, and Front Desk, handle high-volume calls, and train agents to uphold Four Seasons standards for seamless guest experiences.

Attention to confidentiality and data privacy is required in every interaction and task, with a focus on delivering outstanding service.

Qualifications

• Reading, writing, and oral proficiency required.
• Strong communication skills are essential.
• Excellent customer service mindset and responsiveness.

Responsibilities

• Handle EPBAX and reservation queries at all times.
• Complete a room reservation with knowledge of room types, rates and services.
• Monitor the process of guest data exchange with confidentiality guidelines.
• Recite information about hotel facilities, hours, key personnel, and services.
• Determine guest needs and coordinate with Reservations Manager.
• Assign upsell targets and monitor team performance.
• Check daily Arrival/On-Request reports and ensure PMS accuracy.
• Drive upselling using guest history to improve recognition.
• Process internal reservations, group reservations, discounts, and etc., under supervision.
• Liaise with Sales and Marketing for pre-arrival queries and assist in closures.
• Respond per crisis management plan to any resort emergency.
• Train reservation agents on Four Seasons standards.
• Assist with guest inquiries within Sales & Marketing and support site inspections.
• Support development of direct sales presentation materials.

Skills

Reading Proficiency

Communication

Customer Service

Education

College education

Tools

Windows OS

Job description

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 as 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.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

In the heart of Worli - the business hub of India's largest city and close to the entertainment and commercial district of Lower Parel, Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand's first hotel in India, Four Seasons Hotel Mumbai echoes 'Powerhouse Luxury' in the city that never sleeps. Known for unparalleled food & beverage options such as those at AER Mumbai, an award-winning rooftop bar, as well as San:Qi, a city-favourite pan-Asian restaurant with wine bar, private dining rooms, four open-style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.

Role and Responsibilities:

• - Handling EPBAX and Reservation related all queries at any given time. (15%)
• - Successfully complete a room reservation for any given time period knowing what types of accommodation, rates and special services are available. (10%)
• - Monitoring the process of exchanging guest data with other hotels following confidentiality statement and data privacy guidelines (5%)
• - The ability to recite all information regarding hotel facilities, hours of operation, key personnel, special activities and functions in the hotel. (10%)
• - Determine what a potential guest is looking for in room accommodations and participate in problem solving situations while keeping the Reservations Manager well informed. (5%)
• - Assigning the upselling targets to the team and constantly monitoring their performance individually by maintaining daily upsell report. (20%)
• - Checking the daily Arrival Report, Reservation Enter On and by report, Rate check report to ensure error free PMS management. (10%)
• - Driving the Upselling program by converting all the potential queries and utilize the guest history program to ensure maximum accuracy and recognition.
• - Process internal reservations, management reservations, reservations from the Central Reservations Office, employee complementary room request, group blocks travel agent discount, telexes and faxes. Work under the supervision of Reservations Manager and carry out duties assigned.
• - Liaison with Sales and Marketing team for all pre arrival guest related corporate queries, MICE coordination and assist in smooth closure of all the queries (10%)
• - Respond according to the crisis management plan to any resort emergency or safety situation. (1%)
• - Training the Reservation agents for responding all guest queries as per Four Seasons standards. (1%)
• - Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee. (3%)
• - Assist with all guest inquiries within the sales and marketing department, 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.
• - Perform other tasks or projects as assigned by hotel management and staff.
• - Designated Trainer - review all CIS/Guessers policies and procedures with all new employees in Reservations, Front Desk, or Residence Club.

Skills and Abilities:

• Reading, writing, and oral proficiency
• Communication Skills
• Strong Customer Service
• undefined Education: College education required Experience: Experience: Previous Reservations and/or Front OfficeHigh Volume Call CenterComputers and Windows 95/98