Reservations Agent
Junior / Apprendista
Four Seasons Hotel Firenze
Firenze, Firenze, Toscana, Italia
Di persona
Contratto temporaneo
Hospitality
Descrizione della Posizione Lavorativa
About Four Seasons
Four Seasons is driven by its people: a group of individuals committed to continuous improvement, mutual respect and creating exceptional guest experiences. Our teams worldwide deliver luxury service with genuine care, and we believe in fostering a world-class employee experience and culture that enables that standard.
About the location
Our historic hotel in the heart of Florence offers a peaceful urban retreat surrounded by the city’s largest private garden, frescoed suites and original architectural features. The property includes a Michelin-starred restaurant and a locally inspired spa, all within walking distance of Florence’s cultural attractions.
Role overview
The Reservations Agent is responsible for promoting the hotel and providing accurate information to prospective guests via phone, email, chat or other hotel tools, ensuring guest satisfaction. The role also handles general hotel phone calls (PBX), routes calls to internal extensions, accepts and delivers wake-up calls and completes other core daily tasks related to telephony and chat functions.
Key responsibilities
- Answer general hotel phone calls, route to the correct internal extensions, take and deliver messages and manage wake-up calls.
- Ensure proper operation and use of the telephone switchboard, hotel computer systems, high-speed internet and facsimile machines; update the internal telephone directory as needed.
- Process guest inquiries efficiently and courteously via phone, email, chat or other provided tools, using guest names when possible and routing calls appropriately.
- Capture sales from incoming reservation calls (phone/email/chat), coordinate reservation details and complete internal reservation forms.
- Respond to general reservations emails, handle mail distribution and process brochure requests.
- Perform guest recognition duties, sharing necessary information with all departments and conducting pre-arrival reviews of incoming guests using hotel platforms.
- Manage guest complaints following Four Seasons standards and respond to emergencies according to the crisis management plan.
- Process WRO, trust, internal and FIT reservations; confirm or guarantee non-guaranteed bookings and clear waitlists; contact guests or travel planners to clarify preferences prior to arrival.
- Run reports to check for special requests and monitor Front Desk reservations made the night before, addressing recurring issues.
- Support other departments with phone handling and booking procedures and assist the Sales Team with rooming lists, introduction letters and other tasks.
- Perform additional duties as assigned by Reservations or Commercial leadership.
Requirements
- Previous reservations or front office experience.
- Strong customer service orientation and excellent telephone skills.
- Ability to multitask and a positive, team-focused attitude.
- Advanced computer knowledge including Excel, Word, PowerPoint and internet; knowledge of Opera PMS is required.
- Proficiency in Italian and English (reading, writing and speaking); a third language is a plus.
- Successful candidates must have legal authorization to work in Italy at the time of application.
Conditions
This is a full-time position on rotating shifts that includes weekend and public holiday coverage. The role is offered on a fixed-term contract. The position falls under level C1 of the Tourism Collective Labour Agreement (CCNL) with a starting gross annual salary aligned to the contract minimum and opportunities for growth based on experience.
Benefits
- Competitive salary and a comprehensive benefits package
- Excellent training and development opportunities
- Employee discount for stays at Four Seasons worldwide
- Complimentary dry cleaning for employee uniforms
- Employee meals