Reservations Agent

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:
Four Seasons Resort Mallorca at Formentor, perched on the spectacular Formentor Peninsula and surrounded by panoramic views of the Mediterranean and the stunning landscape, first opened its doors in August 2024 following an extensive restoration and renovation of the historic property, originally inaugurated in 1929 on a vast private estate. After its successful debut, the resort will reopen to guests in March 2025, reaffirming its status as a unique destination of luxury and elegance on the island.

About The Role
The Reservations Agent is responsible for managing guest bookings and inquiries efficiently while delivering outstanding customer service. This role ensures accurate reservations, maximizes revenue, and supports the overall guest experience.

What You Will Do

• Be a part of a pre-opening team
• Capture sales from in-coming reservations calls (Room, Spa and Dining) and coordinate details of each call and complete internal reservation process; Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations; Complete pre arrival communication for guests arriving; Process deposits for reservations that require. Executes all tasks and trainings assigned by the supervisor.
• Answer incoming hotel calls in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions following proper transfer and hold procedures.
• Manage Four Seasons chat, responding to requests in a timely manner and assisting in connecting guests with necessary departments.
• Process email reservation requests from all outside agencies and colleagues. Answer General Reservations and Contact Us e-mail. Receive and process all Wholesale or Travel Agent reservation requests via email, confirming back with agency as needed.
• Support the Travel Industry team as related to Wholesale and Leisure reservations needs; Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head.
• Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests' arrival.
• Support Guest Recognition Specialist and Group Rooms Coordinator in responsibilities.
• Accepts and delivers wake up calls, messages, and faxes in a timely manner.
• Handle guest complaints in accordance with the Four Seasons policy.
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning c
• Focused on meeting Four Seasons standards of excellence and achieving defined results.
• Actively offers operational, employee and customer (internal and external) related feedback to management.
• Takes ownership of guest concerns and requests; ensures speedy and accurate follow up where required; acts decisively to ensure guest satisfaction.
• Ensures appropriate guest recognition in accordance with the hotel's programs and using sound discretion.
• Maintains high levels of guest confidentiality and data privacy as per company guidelines.

What You Bring

• High school education or equivalent experience.
• Minimum 1-2 years' experience in a high-volume call setting or similar hotel experience.
• Strong attention to detail and organizational skills.
• Excellent customer service skills.
• Strong and effective communication skills.
• Ability to read, write, and speak English.

Work Experience:
2 Years

Degree
: Professional /Technician

Languages
: Spanish / English

Language Ability
: High

What We Offer

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Accommodation at other Four Seasons Hotels and Resorts
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals
• Discounts at our hotel restaurants
• Discounts on local services
• Possibility of accommodation and transportation to work (at a reduced cost)

Schedule & Hours

• Seasonal contract, full Time, 40 hours per week, with consecutive and rotating shifts (including early mornings, days, evenings and weekends).