Cluster Group and Reservation Specialist

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:

The 123-room Four Seasons Hotel Kyoto is the company’s second destination in Japan, in the city’s historic Higashiyama-ku district, close to the Kyoto National Museum and myriad heritage sites such as the Toyokuni Shrine and Kiyomizu Temple. Local artists are featured throughout the traditionally-inspired modern décor characterised by an understated Japanese aesthetic. The Hotel has a spa and fitness centre with a pool, and four food and beverage concepts. There are also be 57 Four Seasons Private Residences.

The Four Seasons Hotel Kyoto & Four Seasons Hotel Osaka are looking for a Cluster Group and Reservation Specialist. Candidates with passion for excellence, expertise in hospitality operations and proven leadership experience are invited to apply for a career with Four Seasons. As a member of the Commercial Division, the Cluster Group and Reservation Specialist works for both Four Seasons Hotel Kyoto & Osaka and across disciplines to deliver an exceptional experience.

About the role

-The Ability to process all group in system: creating group rate code, verify cut-off date, verifying room block and rate information from booking recap, hard block suites or special room requests and manage the inventory as per the group contract.

-The Ability to communicate all group activity – pickup, cutoff, attrition and contractual guidelines to Group Contacts and Conference Service Managers and Sales Managers.

-The Ability to run daily reports, Booking Recaps, Group Cut-off Report, and Group No Shows; process rooming list after receipt and providing group contact and Conference Service Manager with room block report and rooming list with confirmation numbers.

The Ability to provide Accounting with each groups’ rooming list from Group Contact and pickup and/or attrition, etc

- The Ability to provide Accounting with each groups’ rooming list from Group Contact and pickup and/or attrition.

-The Ability to communicate all group activity to Director of Revenue Management to assist in making yield decisions; maintain the accurate inventory linked with GSC through weekly entry of group pickup for current month and next two months.

-The Ability to provide reservations and Front Desk Staff, ensuring rate information, advance deposit, and cancellation policy is setup for quoting to guests as well as group confirmation letters; provide Conference Service Manager of any Special Attention, VIP information. i.e. arrival/departure manifest, billing, etc.

-The ability to answer phone inquiries in an efficient and friendly manner, using guest names and routing calls to proper extensions.

The ability to handle reservations made both at the hotel and through other channels with a high degree of accuracy and attention to detail and guest satisfaction.

-The ability to handle guest complaints in accordance with Four Seasons policy.

-The ability to be successfully complete a room reservation for any given time period knowing what types of accommodation, rates and special services are available. In addition, the ability to properly code all said reservations as to the rate type, source, travel agent, etc.

-The ability to run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests, inform Manager of any Special Attention, VIP guests and obtaining arrival times for VIPs or Special Attention guests.

-The ability to use the Electronic Data Capture Machine (EDC) properly.  The ability to recite all information regarding hotel facilities, hours of operation, key personnel, special activities and functions in the hotel.  The ability to contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival.

-The ability to reserve the Hotel Restaurant, Spa reservation and assist with phone calls to hotel when there is a demand in Operator’s team.

-The ability to determine what a potential guest is looking for in room accommodations and participate in problem solving situations while keeping the Reservations Manager well informed.

-The ability to utilize the guest history program to ensure maximum accuracy and recognition.

-The ability to utilize the computer system ( Property Management System ) in retrieving, updating room reservations.

-The ability to process Employee Comp requests, handle Friends & Family requests with guidance from management.

-The ability to process internal reservations, management reservations, reservations from the Central Reservations Office, employee complimentary room request, group blocks travel agent discount, telexes and faxes. -The ability to perform any other tasks and projects as delegated by Reservations Supervisor / Manager.

-The ability to work quickly in a high-pressure environment and ability to handle stress properly.

-The ability to comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with team members.

What we offer:
• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Employee Discount for stays at any Four Seasons worldwide
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals