Reservations Agent (Non-Management)

Job description

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: Find your "pura vida", where adventure and relaxation meet. An unspoiled world of eco-luxury welcomes each guest to Latin America’s ultimate coastal retreat, offering unparalleled access to nature, adventure and relaxation. Central America’s exclusive Forbes Travel Guide Five-Star resort for six consecutive years, Four Seasons Resort Peninsula Papagayo, Costa Rica is the utmost location for adventure travellers, wellness seekers, culinary explorers, and cultural globetrotters. With customized itineraries for families and couples alike, we can’t wait for you to experience “Pura Vida” at Peninsula Papagayo. About Four Seasons Resort Costa Rica at Peninsula Papagayo: From our hillside perch overlooking the Pacific Ocean, our expansive Costa Rican resort offers privacy while being your launching pad into boundless adventures. After a day of zip lining, surfing or hiking a volcano, return to our tropical retreat for farm-to-table dining from one of our five restaurants and bars, refreshing swims or relaxing spa treatments. With customized itineraries for families and couples alike, we can’t wait for you to experience “Pura Vida” at Peninsula Papagayo. The Four Seasons Resort Costa Rica at Peninsula Papagayo is looking for a Reservations Agent who has strong leadership, interpersonal and analytical skills, is able to prioritize and adapt to the changing needs of the operation, and a passion for service. BASIC PURPOSE: Responsible for selling the resort and providing information to prospective guests. To capture sales from the incoming calls and coordinate details of each reservation to ensure the guest’s satisfaction. ESSENTIAL FUNCTIONS: 1. Capture sales from in-coming reservation calls and coordinate details of each reservation. Complete internal reservation forms 2. Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests. 3. Handle guest complaints in accordance with Four Seasons policy. 4. Process WRO, Trust, Internal Reservations, and FIT reservations 5. Call to confirm and/or guarantee non-guaranteed reservations clear waitlisted reservations. 6. Run appropriate reports checking for special requests and hard blocking rooms, inform Manager of any Special Attention, VIP guests and assist GRS in obtaining arrival times for VIPs or Special Attention guests. 7. Monitor Front Desk reservations made night prior, address any reoccurring issues 8. Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival. 9. Process Employee Comp requests, handle Friends & Family requests with guidance from Department Head or Assistant Manager 10. Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee. 11. Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct. NON-ESSENTIAL FUNCTIONS: 1. Assist with all guest inquiries within the sales and marketing department. 2. Perform other tasks or projects as assigned by Reservations management and staff. 3. Assist Group Rooms Coordinator in conducting Groups pre-planning.