Reservations Agent - Four Seasons Hotel Firenze  

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. Update the company's internal telephone directory. 

Process guests' inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions. Interactions will be via phone, email, chat or any other tool provided by the company. 

Capture sales via phone, email or chat from 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 Seasons standards. 

Process WRO, trust, internal reservations, and FIT reservations. 

Call or email guests to 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. Answer all incoming phone 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 Team in processing rooming lists or introduction letters and with other departmental tasks. 

Assist with responsibilities and duties as assigned by Reservations or Commercial Leadership team. 

Previous Reservations or Front Office experience.  

Experience in customer service and excellent phone skills

Ability to multitask and a can-do & team approach to any request.  

Advanced computer skills including but not limited to Excel, Word, PowerPoint and Internet. Knowledge of Opera PMS is required. 

Reading, writing and oral proficiency in the Italian and English language. Third language is a plus.