Cluster Reservations Agent

Four Seasons; Milano; On-site; EUR 18,000 - 24,000; Full time

Job summary

Four Seasons Hotel Milan and Taormina seeks a Cluster Reservations Agent to join our luxury team. You will manage guest reservations, handle inquiries, and coordinate with front desk and other departments to ensure seamless experiences across both properties.

The role requires strong knowledge of hotel operations, excellent English, and proficiency with property management systems (e.g., Opera). A professional, courteous demeanor and superb communication are essential to exceed guest

Qualifications

• Knowledge of hotel operations and guest services.
• Fluent English communication for guest interactions.
• Proficiency with property management systems (Opera).

Responsibilities

• Take and manage wake-up, trace and other routine reports and file them.
• Operate the front desk console for wake-up calls, guest messages and DND requests.
• Handle multiple telephone calls and inquiries with professionalism.
• Provide information on hotel services, hours, and facilities to guests and colleagues.
• Maintain telephone etiquette and a courteous, confident demeanor in all interactions.
• Support guest satisfaction initiatives and coordinate with relevant departments to resolve issues.
• Perform pre-arrival checks and fulfill guest requests to ensure a seamless stay.

Skills

Hotel operations

English language

Guest communication

Tools

Opera PMS

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:

Iconic elegance in Milan's most fashionable neighbourhood. . A 15th-century convent turned sophisticated garden retreat, Four Seasons Hotel Milano is a haven in the centre of Milan's Fashion District. Fall asleep under frescoes in high-ceilinged rooms, dine on authentic Italian dishes on the airy veranda and recover from a day of shopping and sightseeing with a massage in our sleek, modern Spa.

About the role

We currently have an opportunity for a talented Cluster Reservations Agent to join our iconic Four Seasons Hotel Milan and San Domenico Palace, Taormina, a Four Seasons hotel in Italy!

What you will do

Key Knowledge

• Hotel operations
• English language
• Any Property Management System (e.g. Opera)
• Superior communication skills

Key Functions, generic and standard tasks

• Display, at all times, a friendly courteous and professional manner in all dealings with guests, patrons and other employees.
• Have the knowledge of general hotel information for Four Seasons Hotel Milano and Four Seasons Hotel Taormina.
• Handle privately registered guests and understand the guest/staff confidentiality.
• Determine what a potential guest is looking for in room accommodations and participate in problem solving situations while keeping the Reservation Manager well informed.
• Utilize the Guest Recognition Program to ensure maximum accuracy and recognition and coordinate with Guest Recognition Specialist.
• Carry out other duties that may be assigned by the immediate manager.
• Prioritize and handle multiple tasks.
• Be attentive to guests needs and to find pride and purpose in providing exceptional service and product; to anticipate guests' personal preferences and the ability to exceed expectations.
• Exhibit a sense of professionalism in his or her language and demeanor.
• Be proactive in seeking to acquire knowledge to improve overall job effectiveness. Keep an organized and clean workspace.
• Know and apply the Core and Culture Service Standards.
• Remain calm and attentive, displays concern regardless of the circumstances.
• Have the knowledge of and execute fire, emergency, evacuation and bomb threat procedures.

Key operational tasks and activities

• Take all necessary reports at AM & PM shifts such as: Wake-Up report, Trace report, ORS reports, Pre-Arrival report, etc. and file them.
• Operate the console and handle efficiently and effectively for wake-up, guest message, DND requests.
• Handle several telephone calls at any given time.
• Handle incoming faxes, fax modem line connection requests and telephone functions for guest rooms.
• Provide general information and inquiries to all callers and is familiar with all hotel services, hours of operations (restaurants, health club, concierge, valet), key hotel personnel, daily activities, special function, etc. for both hotels.
• Adhere telephone etiquette standards: tone, enunciation, professionalism and smile in the voice, phrases to use and phrases not to use.
• Play an active role in the Guest Satisfaction field, by adhering to the Four Seasons Standards and in line with the Aspire guidelines (test and coach calls).
• Utilize the computer systems in retrieving and updating room reservations.
• Process internal reservations, reservations from the Central Reservations Office, employee complimentary room request, e-mails and faxes.
• Complete a room reservation for any given time period knowing what types of accommodation, rates and special services are available.
• In addition, the ability to properly code all said reservations as to the rate type, source, travel agent, etc. for both hotels.
• Handle enquiries for other Four Seasons properties.
• Upload WRO and all booking channels for all updates and new procedures and follow-up for the revision.
• Handle guest problems or complaints by understanding the issues with all aspects and then handing the problems over to the appropriate departments, following up the results and making sure to end the problems with 100% guest satisfaction.
• Perform pre-arrival checks and ensure that all the relevant requests will be sat