Descrição da Função

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:

A landmark on lake Geneva since 1834. With enchanting views of the lake and the snow-capped Alps in the distance as well as the Old Town, Geneva’s first hotel remains the first choice of sophisticated travellers and world statesmen. Come and unwind from your day with a treatment at our rooftop Spa, and build connections with colleagues over Italian gastronomy at Michelin-starred Il Lago before retreating to your Pierre-Yves Rochon–designed room for a good night’s sleep. Four Seasons Hotel des Bergues Geneva blends a revitalized sense of history with warm and genuine personal service in the very heart of the city.

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. 

 

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