Reservations & Communications Agent

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.

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.

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.

• 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.

• 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.

• 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.

• Maintain accuracy and cleanliness of the Golden & PMS database.
• Ensure correct market segmentation for each reservation.
• Create tickets to merge duplicate profiles…