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Reservations and Communications Agent

5 months ago

Kuwait City Four Seasons Hotels and Resorts Full time
  • 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, and 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.
  • Performs installation and repairs of telephone, facsimile or high-speed internet services in the guest room or public area meeting space.

What You Bring

  • Minimum of two years’ experience working in a similar position in five-star luxury hotels
  • Excellent reading, writing and oral proficiency in the English language
  • Excellent computer literacy skills
  • Previous Administrative experience
  • Excellent customer services and communication skills