Reservations Officer (Bangkok Based)

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: Situated in the lush Mae Rim Valley, Four Seasons Resort Chiang Mai is a haven of peace and luxury, just 30 minutes away from Chiang Mai city. Spanning 32 acres, the resort is accentuated by serene lakes, lily ponds, cascading waterfalls, and an operational rice farm with its resident water buffaloes. The 98 Pavilions and Residences showcase the grandeur of the Lanna Kingdom, intertwining influences from Burma, India, and China. Guests can immerse themselves in the ambiance of the Garden Pavilion, surrounded by lush flora, or bask in the seclusion of the exquisite Pool Villa. With an array of dining options like the authentic Lanna-inspired Rim Tai Kitchen to the innovative farm-to-table dishes at NORTH, gastronomic satisfaction is guaranteed. The resort's spa, a sanctuary of rejuvenation, offers treatments steeped in traditional Thai healing practices. For those seeking venues for special occasions, spaces like Kasalong and the picturesque Orchid Nursery stand ready. At Four Seasons Resort Chiang Mai, every moment is a cherished memory in the making. This role supports the three properties in Thailand, namely Four Seasons Resort Chiang Mai, Four Seasons Tented Camp Golden Triangle and Four Seasons Resort Koh Samui. The position will be based in Bangkok office and reports to the Reservations Manager. About the role As a reservation agent in Four Seasons Resort Thailand, your primary responsibility is to handle reservations and booking inquiries from guests, ensuring exceptional service, accuracy, and efficiency in managing room reservations and accommodations. With excellent communication skills, attention to detail, and a customer-focused mindset, you assist guests in planning their stays, providing personalized recommendations, and facilitating smooth booking experiences that meet their needs and preferences. What you will do 1. Reservation management Handle incoming reservation inquiries via phone follow Four Seasons benchmark, email, or online channels, providing information about room availability, rates, packages, and amenities, and assisting guests in making reservations based on their preferences, requirements and our availability. 2. Booking processing Accurately input reservation details into the hotel’s reservation system, including guest information, room preferences, special requests, payment details, ensuring completeness and correctness of reservation records. Creating trace report to follow up necessary information for the booking. Ensure payment process follows payment conditions of each package especially Advance Purchase package and Festive payment policy. 3. Guest assistance Assist guests with inquiries, requests, or changes to existing reservations, including modifications to booking dates, room types, or special accommodations, and provide solutions to ensure guest satisfaction and retention based on resort’s policy and booking’s conditions and payment policies. 4. Upselling and promotion Promote hotel services, amenities, and packages to guests during the reservation process, identifying opportunities for upselling or cross-selling to enhance the guest experience and maximize revenue for the hotel. 5. Confirmation and follow-up Confirm reservations with guests via email, providing confirmation details, reservation policies, and relevant information to ensure guests have all necessary information for their upcoming stays. Follow up flight, sharer names, credit card and payment utilize Trace report and ensure to follow up on due date. 6. Communication Communicate effectively with other hotel departments, including front office, housekeeping, and sales, to coordinate room assignments, special requests, food restriction and guest preferences, ensuring seamless guest experiences from booking to check-in. 7. Problem resolution Address guest concerns or issues related to reservations, such as rate discrepancies and cancellations with unexpected and exceptional reasons, special requests, and work with relevant departments to resolve problems promptly and satisfactorily prior to arrival. 8. Revenue Management & Sales support Support the hotel’s sales and revenue management efforts by identifying opportunities for room sales, optimizing occupancy follow strategies from revenue team to maximize room revenue and profitability. 9. Reporting and record keeping Maintain accurate records of reservation activities, including guest profiles (guest’s country), market segment, booking statistics, and revenue reports as per assignment from manager or senior director of revenue management. What we offer: • Competitive Salary, wages, and a comprehensive benefits package • Excellent Training and Development opportunities • Employee Discount for stays at any Four Seasons worldwide • Meal Allowance