Core Agent

Four Seasons Hotels and Resorts; Atlanta (GA); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Competitive Salary

Excellent Training and Development

Employee Discount for stays

Job summary

Four Seasons Hotels Ltd in Atlanta is seeking a Reservations Agent to join our front office team. You will answer phone inquiries, capture sales for room, spa, and dining reservations, and coordinate details with guests and departments to ensure flawless service.

The ideal candidate is fluent in English, possesses outstanding interpersonal and communication skills, and has experience with reservation systems such as Opera.

Qualifications

• Fluent in English
• Excellent interpersonal and communication skills
• Strong working knowledge of computers; ability to learn multiple software systems
• Analytical, able to prioritize and follow up with urgency
• Ability to handle multiple tasks in a fast-paced environment

Responsibilities

• Answer phone inquiries in a courteous manner and route calls to proper extensions
• Capture sales for room, spa, restaurant, and in‑room dining reservations; coordinate details precisely
• Run and review daily reports for departments and management
• Maintain the general reservations and guest communication email inboxes
• Assist with guest recognition, VIP handling, and special attention requests

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:

Meet us in Atlanta, and we’ll show you what it means to have fun, Southern style. Our vibrant capital city is the living, breathing cultural heart of the American South, where world-renowned chefs, business moguls and celebrities flock for work and play. Our Midtown Hotel puts you just steps from the renowned High Museum of Art, eclectic Peachtree Street, and the lush expanses of Piedmont Park. Indulge in French inspired luxury, where classic French flavors meet modern elegance of our Brasserie Margot, or treat yourself to some relaxation at our tranquil Spa. Come experience the fun and charm of Atlanta!

Essential Functions:

• Answers phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions.
• Capture sales for incoming calls related to room, spa, restaurant reservations and in-room dining requests. Accurately coordinate details of each reservation or request.
• Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head.
• Manage the general reservations and guest communication e-mail inboxes.
• Accepts and delivers mobile instant messages, wake-up calls, messages and facsimiles in a timely manner.
• Handle guest complaints in accordance with Four Seasons policy.
• Contact guests to communication and obtain pre-arrival information.
• Confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.
• Run appropriate reports checking for special requests or those requiring procedural actions, hard block key room assignments, inform Manager of any reservation requiring Special Attention.
• Assist GRS in guest recognition efforts by pre-clearing reservations to identify existing return guest profiles and acknowledge those requiring VIP or Special Attention.
• Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guest’s arrival.
• Monitor Front Desk and Central Team reservations made the night prior, address any reoccurring issues.
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
• Monitors and respond according to the crisis management plan to any property emergency or safety situation.
• Performs installation and repairs of telephone, facsimile or high-speed internet services in the guest room or public area meeting space.
• Comply with Four Seasons’ Work Rules and Standards of Conduct.
• Perform appropriate duties as assigned by Management.
• Work harmoniously and professionally with co-workers and supervisors.

Minimum Requirement

• Must be able to work all shifts including, AM’s, PM’s, weekends, and holidays.
• Must be able to analyze guest situations and make suggestions that meets and exceeds the guests expectations of the hotel.
• Must be fluent in English.
• Ability to analyze, prioritize, organize and follow up with a strong sense of urgency.
• Excellent interpersonal and communication skills, in person and by computer and telephone.
• Strong working knowledge of computers including but not limited to windows and various reservation systems.
• Skills and Ability to learn and master multiple software systems.
• Must be organized with the ability to handle multiple tasks.
• Previous hotel experience in a Reservations, Front Office, Sales and Marketing is preferred.
• Continuous sitting for majority of the shift.

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 Employee Meals
• Discounted rates for Marta and/or Parking

Four Seasons is an Equal Opportunity, Aff… To access the ‘EEOC is The Law’ Information poster please visit this website - https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal