Reservations Agent

fourseasons; Lisboa; Presencial; EUR 24 000 - 36 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive compensation package

Medical insurance

Employee travel program

Resumo da oferta

Four Seasons Lisbon seeks a motivated Reservations Agent to join our team. You will sell the hotel and provide information to prospective guests via phone, email or chat, ensuring guest satisfaction and accurate booking details.

Responsibilities include answering general calls, updating phone directories, processing reservations, and coordinating with departments for a seamless guest experience.

Qualificações

• Excellent written and verbal communication in English and Portuguese.
• Previous customer service experience in hospitality is preferred.
• Ability to work flexible shifts including weekends and holidays.

Responsabilidades

• Answer hotel general calls and route to proper extensions.
• Provide information to prospective guests via phone, email, or chat.
• Update internal telephone directory and respond to guest inquiries promptly.
• Process reservations and coordinate details to ensure guest satisfaction.
• Handle wake up calls and relay messages as needed.
• Assist with rooming lists and introduction letters for sales teams.
• Support other departments with calls and booking procedures as required.
• Follow crisis management and resort emergency procedures when needed.

Conhecimentos

Excellent communication

Organization skills

Portuguese language proficiency

English language proficiency

Customer service experience

Multitasking

Formação académica

Hospitality experience welcomed

Ferramentas

Microsoft Office

Opera

Salesforce

Descrição da oferta de emprego

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:

Lisbon’s most iconic address. Located in the heart of Lisbon, our historic Hotel wears the cultural heart and soul of Portugal on its sleeve. Inside, art-deco sensibilities mingle with an updated Louis XVI style, and a collection of important contemporary local artwork fills our halls. Outside, views of the city’s rolling hills and brightly tiled exteriors spread out before you. After spending the day exploring the city sights, many just steps from the Hotel, we invite you for a seasonally inspired, Michelin-starred gastronomic experience at CURA restaurant.

We are looking for a motivated & talented Reservations Agent to join our Team!

About the Role

TheReservations Agentis responsibleforselling the hotel andprovidinginformation to prospective guests via phone, email,chator 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 upcallsand performing otherCORE daily tasks(specifically PBXand 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.Updatethe company’s internal telephone directory.

• Processguests’inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions.Interactionswill be via phone, email,chator any other tool provided by the company.

• Capture salesvia phone,emailor chatfrom 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 Seasonsstandards.

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

• Callor email gueststo 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.Answerall incomingphone 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 Teamin processing rooming lists or introduction lettersand with other departmental tasks.

• Assistwith responsibilities and dutiesas assigned by Leadership team.

What you bring

• 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.

What we offer

• 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