Reservations Agent
Four Seasons · Four Seasons
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
The Reservations Agent is responsible for selling the hotel and providing information to prospective guests via phone, email, chat or 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 up calls and performing other CORE daily tasks (specifically PBX and 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. 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, OTA, 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 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