Job Description

Four Seasons Resort Palm Beach

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 Role

The Reservations Sales Specialist position is responsible for selling a cluster of South Florida Luxury Hotels including Four Seasons Resort Palm Beach, Four Seasons Hotel and Residences at The Surf Club and Four Seasons Hotel and Residences Fort Lauderdale.

The Reservations Sales Specialist is an extension of the Sales Team and plays an integral role in our ability to deliver exceptional levels of intuitive personalized service by creating individualized experiences for every guest through direct sales and pre-arrival engagement. By converting reservation and maximizing revenue from inquiries (via phone or electronically) from individuals, travel agencies, and Four Seasons Sales Managers on behalf of the "SoFlo Shared-Services Properties". These revenue opportunities consist of rooms, suites, private residences, spa, dining, and newly introduced revenue centers.

This role is based at Four Seasons Resort Palm Beach (PBF) your home hotel and reports to the Senior Director of Reservations. The ability to travel and work on-site at any of the South Florida properties as required with notice is essential.

Four Seasons Resort Palm Beach is part of a shared services collection with shared ownership that encompasses Four Seasons Hotel and Residences at The Surf Club and Four Seasons Hotel and Residences Fort Lauderdale. The ability to embrace, collaborate and support the "Shared-Services Model" while aligning efficiencies within the hotel cluster is crucial.

What You Will Do

• Capture sales from in-coming reservation calls (Rooms, Spa, Dining, Watersports, etc). Coordinate details of each booking following all reservation standards, processes, and procedures.
• Receive and answer all Web, e-mail, WRO, Trust, Internal Sales & Executive Office, FIT and Wholesale ResCom, confirming and corresponding as needed.
• Answer incoming PBX calls in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions following proper transfer and hold procedures.
• Manage Four Seasons chat, responding to requests in a timely manner and assisting in connecting guests with necessary departments.
• Handle all guest inquiries and interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolve guest complaints in accordance with Four Seasons policy and keep supervisors informed of potential problems for corrective action.
• Complete pre-arrival reservation detail process including but not limited to; confirming billing and non-guaranteed ResCom, dinner ResCom, spa ResCom and waitlisted ResCom.
• Support Group Room Coordinator and Guest Recognition Specialist as needed.
• Accepts and delivers wake up calls, messages, and faxes in a timely manner.
• Handle all overflow HOTSOS calls for Housekeeping, Engineering, Guest Services, Front Desk, IRD, etc.
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
• Monitor and respond to hotel fire control panel and emergency safety situations in an efficient and professional manner. Respond according to the crisis management plan to any resort emergency or safety situation.

What You Bring

• Must be fluent in reading, writing and spoken English
• Must be able to analyze guest situations and make suggestions that meets and exceeds the guest's expectations of the hotel.
• Ability to analyze, prioritizes, organize, multi-task and follow up with a strong sense of urgency.
• Excellent interpersonal, typing and communication skills, as well as a positive attitude.
• Strong working knowledge of computers including but not limited to Microsoft Office and Opera PMS.
• Skills and ability to learn and master multiple software systems.
• Luxury hotel Sales and/or Operations background preferred (minimum of 3 years) Proven sales conversion track record a plus.

What We Offer

Competitive salary, wages, and a comprehensive benefits package Complimentary employee benefits after one year of service 401(k) Retirement Plan and Company Match Excellent Training and Development opportunities Employee Discount for stays at any Four Seasons worldwide Complimentary Dry Cleaning for Employee Uniforms Complimentary Employee Meals... and so much more!

Schedule & Hours

A flexible schedule is required with the ability to work all shifts including morning/afternoon shifts, weekends, and holidays.

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