Reservations Supervisor

Hosco.com; Toscana; In loco; EUR 30.000 - 50.000; Tempo pieno

Descrizione del lavoro

A luxury hotel chain is seeking a Reservations Supervisor in Tuscany, Italy. This full-time, temporary role involves overseeing the Reservations Department, ensuring efficient operations, and maintaining high service standards. Candidates must have at least two years of experience in a Reservations role, demonstrate strong customer service skills, and possess proficiency in Opera PMS and Microsoft Office. The position requires shift work, including weekends and holidays, and candidates must be authorized to work in Italy.

Servizi

Competitive salary and benefits package

Training and development opportunities

Employee discounts at Four Seasons worldwide

Complimentary dry cleaning for uniforms

Employee meals

Competenze

• Minimum two years of experience in a Reservations role.
• Excellent phone etiquette with strong multitasking abilities.
• Strong attention to quality under pressure.

Mansioni

• Oversee daily operations of the Reservations Department.
• Handle guest complaints and ensure efficient resolution.
• Monitor daily bookings and ensure accuracy in processing.

Conoscenze

Customer service

Phone etiquette

Multitasking

Leadership skills

Attention to quality

Language proficiency (Italian and English)

Strumenti

Opera PMS

Excel

Word

PowerPoint

Descrizione del lavoro

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

An urban retreat steeped in historic beauty. Stroll the city’s biggest private garden – a tranquil haven of statues, fountains and centuries‑old trees – or retire to your suite where frescoes line the walls amid original architectural features. Our historic Hotel, with its Michelin‑starred Italian restaurant and a locally inspired Spa where you can spend afternoons in pure indulgence, is just steps away from the cultural heart of Florence.

About the role

The Reservations Supervisor supports the Reservations Management team by overseeing daily operations of the Reservations Department, ensuring accuracy, efficiency, and adherence to service standards across all reservation activities.

What you will do

• Assume responsibility—together with the Reservations Manager—for implementing Reservations Department policies, procedures, and ensuring smooth daily operations.
• Oversee task processes and staff productivity in the absence of the Reservations Management team, ensuring service standards are consistently achieved.
• Conduct quality and standards checks, including call observations and process reviews.
• Deputize for the Reservations Management team in handling guest complaints and disputes, ensuring timely resolution and guest satisfaction.
• Take full charge of the department during the absence of the Reservations Managers and manage special projects as assigned.
• Monitor daily bookings received through Website, GDS, ADS and ensure all reservations are processed accurately and efficiently.
• Oversee arrivals during peak or high‑compression periods to proactively minimize unexpected wash or attrition.
• Maintain accurate records of reservation pick‑up, cancellations, no‑shows, and booking sources.
• Keep the Reservations Manager informed of staff performance, operational developments, challenges, guest issues, and significant occupancy shifts.
• Support the Reservations Management team in ongoing hands‑on staff training on systems, procedures, and knowledge of hotel services, features, and amenities.
• Assist in coordinating, supervising, and teaching all CORE daily tasks, including PBX operations and chat handling.
• Handle staff scheduling and administrative reporting as needed.
• Assist the Reservations team in completing all job functions according to established standards.
• Answer general hotel phone calls, route calls to the appropriate departments or extensions, and manage wake‑up calls and internal messaging.
• Ensure efficient operation of the telephone switchboard, PMS/Opera, high‑speed internet systems, and fax machines; update the internal telephone directory as required.
• Respond to guest inquiries in an efficient, professional, and friendly manner via phone, email, chat, and any other communication tools provided.
• Capture and process reservation requests through phone, email, or chat, coordinating all details and completing the required internal forms.
• Support the Sales Team on group bookings within the Opera system.

What you bring

• Minimum two years of experience in a Reservations role.
• Proven customer service professional with excellent phone etiquette, strong multitasking abilities, and a positive, can‑do attitude.
• Strong attention to quality, ability to perform well under pressure, and demonstrated leadership skills.
• Advanced computer proficiency, including Excel, Word, PowerPoint, and internet navigation.
• Solid Opera PMS system knowledge.
• Basic accounting skills (e.g., commission calculations, proforma creation) are an advantage.
• Excellent written and verbal communication skills in Italian and English; a third language is a plus.

What we offer

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Employee Discount for stays at any Four Seasons worldwide
• Complimentary Dry Cleaning for Employee Uniforms
• Employee Meals

Schedule & Hours

Full time position - temporary contract. Shift work is required for this position, including weekends and holidays as needed. Successful candidates must hold legal authorization to work in Italy at the time of application.