Reservations & Communications Agent

Four Seasons Hotel des Bergues is Geneva’s first hotel and a landmark, blending contemporary and classic decor, steps away from the lake, the Old Town and the famous Quartier des Banques with a beautiful view of the Jet d'Eau. A state of the art Spa and a vibrant F&B operation complement the exceptional service provided by our extraordinary team.

POSITION SUMMARY 

The Reservations & Communications Agent is responsible for managing guest reservations and handling all incoming communications to ensure a seamless and personalized experience. This role requires strong knowledge of hotel products, services, and special offers, mastery of reservation procedures and systems, and a consistently courteous, professional, and warm approach. Upholding Four Seasons Core Standards and service culture is essential. 

Required Qualifications 

• Languages: Proficiency in French and English (reading, writing, speaking); an additional foreign language is an asset. 

• Systems: Familiarity with PMS Opera, Excel, Word, Outlook, Teams, and reservation platforms; strong computer literacy. 

• Communication: Pleasant, professional telephone manner; clear written communication skills. 

• Service & Sales: Ability to articulate hotel features to maximize conversion; strong customer focus. 

• Professionalism: High integrity, discretion, and ability to perform under pressure; strong teamwork. 

• Flexibility: Ability to work varied schedules, including week-ends. 

Core Responsibilities 

Reservations Management 

• Capture sales from incoming reservations calls and messages; convert inquiries through confident product knowledge and persuasive communication. 

• Reply to all guest inquiries regarding accommodation and general hotel information. 

• Articulate and position the hotel’s features, benefits, and value to close bookings. 

• Contact guests or travel planners to clarify preferences, discrepancies, and special requests prior to arrival. 

• Handle guest complaints promptly and professionally in line with Four Seasons policy; inform Manager of issues and actions taken. 

• Confirm and/or guarantee non-guaranteed reservations; clear waitlists; manage cancellations and no-shows. 

• Ensure confirmations are sent daily and that all pertinent information is registered in the appropriate systems. 

• Collaborate closely with Sales & Marketing on group management, file updates, closed dates, and follow-up actions for each file. 

Communications & PBX Operations 

• Answer all incoming calls and FS Messenger inquiries, routing them appropriately. 

• Be fully conversant with PBX operations: apply/remove “Do Not Disturb,” execute wake-up call procedures flawlessly, and maintain accurate records. 

• Maintain discretion regarding hotel clients and employees; never release unauthorized information. 

• Respond promptly and efficiently to emergency requests and follow crisis management protocols. 

Data Quality & Reporting 

• Maintain accuracy and cleanliness of the Golden & PMS database :  

• Ensure correct market segmentation for each reservation. 

• Create Tickets to merge duplicate profiles and maintain clean Golden Profiles. 

• Answer general reservations/PBX email; retrieve, distribute, and respond appropriately. 

• Achieve targeted goals in Hotel Mystery Shopping calls (when applicable). 

Emergency, Safety & Compliance 

• Respond according to the crisis management plan in any emergency or safety situation (fire, bomb threat, ambulance, police, doctor calls). 

• Be fully aware of hotel Fire and Emergency Procedures; act promptly and efficiently for emergency requests. 

• Comply with Four Seasons standards for sales, marketing, grooming, hygiene, and hotel rules; maintain the highest standards of personal appearance and hygiene. 

• Fully commit to and comply with health, safety, and hygiene measures as implemented by the hotel. 

Administrative & Continuous Improvement 

• Maintain inventory of standard department supplies and printed materials, order stationery, and oversee the hotel’s DECT phone system. 

• Engage in required professional development and training sessions. 

• Demonstrate active listening by taking thorough notes, preparing for anticipated questions, and developing organized action plans. 

• Perform other tasks or projects as assigned by hotel management or the Reservations Manager. 

Performance & Conduct 

• Work efficiently in a high-pressure environment; manage stress effectively. 

• Demonstrate professionalism, integrity, and discretion in all interactions. 

• Uphold and master the quality standards related to the role. 

These tasks are indicative, not exhaustive. Duties, responsibilities, and activities may change at any time with or without notice. 

I acknowledge that I have read and understood that I am required to fulfill the responsibilities outlined in this job description.