Reservations Supervisor - Maternity Cover

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:

An urban retreat steeped in historic beauty. Stroll the city’s biggest private garden – a tranquil haven of statues, fountains and centuries-old trees – or retire to your suite where frescoes line the walls amid original architectural features. Our historic Hotel, with its Michelin-starred Italian restaurant and a locally inspired Spa where you can spend afternoons in pure indulgence, is just steps away from the cultural heart of Florence.

At Four Seasons Firenze we are looking for a passionate Reservations Supervisor to assist the Reservations Management team in the supervision of all functions pertaining to the Reservations Department.

What you will do

• Assume responsibility in collaboration with Reservations Manager of Reservations Department policies, procedures and manage the daily operation.

• In absence of the Reservations Management team review task processes and staff productivity in ensuring that work standards are consistently met. Conduct standards testing including call observation. 

• Deputize for the Reservations Management team in taking charge of guest complaints/disputes on a daily basis ensuring guest satisfaction.

• Monitor the daily bookings received from the Website / GDS / ADS to ensure all aspects are actioned properly.

• Oversee all arrivals during tight periods to minimize unexpected "wash" or attrition.

• Support the Reservations Management team in providing hands-on training for staff on a continuous basis ensuring their knowledge of hotel services, features and amenities.

• Assist the Reservations Management team in coordinating, supervising and teaching all CORE daily tasks (specifically PBX and  chat).

• Handle staff scheduling and administrative report requirements when needed.

• Take charge of the department in the absence of the Reservations Managers and handle special projects delegated by the Reservations Managers.

• Handle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations. 

• Keep the Reservations Manager informed of staff progress, operational changes, challenges, complaints, as well as any sudden fluctuations in occupancy levels.

• Assist Reservations team whenever necessary in performing all job functions to the standards.

• Answer Hotel general phone calls, routing calls to proper internal extensions, accepting and delivering wake up calls and performing other departmental tasks. Take down and pass messages where necessary.

• Utilize and ensure proper working conditions of the telephone switchboard, the hotel computer systems, high-speed Internet system and facsimile machines. Update the company’s internal telephone directory.

• Process guests’ inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions. Interactions will be via phone, email, chat or any other tool provided by the company.

• Capture sales via phone, email or chat from in-coming reservations calls and coordinate details of each reservation. Complete internal reservation forms.

• Assist other departments, when needed, in handling phone calls and booking procedures.

• In coordination with Reservations Management and Group Coordinator (if present in the staff hierarchy) work side by side with sales department for groups handling in Opera system.

• Support the Sales Team in processing rooming lists or introduction letters and with other departmental tasks.

• Assist with responsibilities and duties as assigned by Reservations or S&M Leadership team.

What you bring

Education:

Academic education or equivalent experience.

Experience:

Must have minimum two years Reservations experience.

Skills and Abilities:

• Must be an experienced customer service professional with excellent phone skills, ability to multitask and a can-do approach to any request.

• Concern for quality, ability to work well under stress and leadership skills are a must.

• Advanced computer skills including but not limited to Excel, Word, PowerPoint and Internet. Knowledge of Opera PMS and Golden is required.

• Basic accounting knowledge (such as commission calculation and proforma creation) is a plus.

• Reading, writing and oral proficiency in the Italian and English language. Third language is a plus.

What YOU can expect:

Four Seasons Hotels and Resorts can offer what many hospitality professionals dream of: the opportunity to build a life-long career with global potential and a real sense of pride in work well done.  We look for talent who share the Golden Rule – people who, by nature, believe in treating others as we would have them treat us. 

The benefits offered by Four Seasons Hotel Firenze include:

• Competitive salary

• Quality meals at our Employee restaurant

• Free Uniform or work clothes with dry cleaning available

• Staff Accommodation upon availability

• Employee discounts in our Four Seasons outlets and other suppliers in town

• Access to the Wellbeing hotel program

• Employee Experience initiatives: from annual themed employee party to many ESG events throughout the year

• Employee Recognition Programs

• Excellent Training and Career Development opportunities

• Opportunities to build a successful career with global potential

Schedule & Hours:

This position is based at the Four Seasons Hotel Firenze and the contract is full time. This role is a maternity cover.

You must possess the legal right to work in Italy at the time of application.