Reservations Supervisor - Four Seasons Hotel Firenze  

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.

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.