Cluster Reservations 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.

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:

Embodying Osaka’s rise as a global city, Four Seasons Hotel Osaka forms the core of a new lifestyle destination at the heart of western Japan’s biggest city and the region’s hub of commerce and culture. As the city’s new icon of luxury and style, Four Seasons provides a pitch-perfect modern take on the quintessential ryokan (traditional Japanese inn) with a range of unique, immersive experiences that deliver a true sense of Japan. From our entire floor of meticulously designed Japanese-inspired guest rooms to our private ofuro (traditional baths), Four Seasons is a contemporary portal to the authentic heart of Osaka, immersing you in the city’s intriguing blend of heritage and modernity.

About the role

The Cluster Reservations Agent is responsible for managing all aspects of group bookings across multiple properties, ensuring accuracy, efficiency, and a high standard of service. This role also supports individual reservations as needed based on business demands.
The Cluster Reservations Agent will coordinate closely with operational teams to ensure all group reservations are properly prepared and executed prior to guest arrival. A key focus is on maintaining reservation standards, optimizing occupancy, and delivering seamless communication between departments to enhance guest experience across the cluster hotels.

What you will do

<People Functions>

• Maintain professional and collaborative relationships with colleagues, supervisors, and cross-functional teams across all assigned properties.
• Deliver exceptional guest service through all communication channels, ensuring prompt, courteous, and personalized interactions.
• Support team members and other departments as required to ensure seamless guest experiences and operational efficiency.
• Handle guest concerns and service recovery situations professionally and empathetically, in accordance with Four Seasons standards and policy. Escalate complex guest issues appropriately while ensuring timely follow-up and resolution.
• Comply with all Four Seasons policies, work rules, standards of conduct, and confidentiality requirements.
• Demonstrate flexibility and teamwork when supporting multiple properties and varying business demands.
• Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.

<Product Functions>

• Manage reservation enquiries, bookings, modifications, cancellations, and related requests for multiple properties through telephone, email, FS Chat, and other approved channels, ensuring accuracy and adherence to Four Seasons standards.
• Handle individual and group reservation enquiries for assigned properties, including room block management, rooming list processing, and coordination with Sales and Events teams to ensure accurate execution of group requirements.
• Maintain comprehensive knowledge of all assigned properties, including room types, rates, packages, promotions, facilities, services, and destination offerings, to provide expert recommendations tailored to guest needs.
• Collect, update, and maintain accurate guest and reservation records, including travel information, preferences, special occasions, dietary requirements, payment details, and guest history profiles.
• Utilize reservation systems, Property Management Systems (PMS), and related technology tools to create, retrieve, amend, and manage reservations efficiently and accurately.
• Coordinate and communicate guest preferences, special requests, VIP arrangements, and operational requirements with relevant departments to ensure seamless service delivery.
• Process reservations and administrative requests including individual, group, internal, employee, Friends & Family, complimentary, travel agent, and Central Reservations Office bookings in accordance with company policies and procedures.
• Prepare and process reservation-related documentation, including proforma invoices, payment requests, and other required correspondence.
• Promote hotel facilities, services, and experiences while supporting cross-selling opportunities across the assigned portfolio.
• Participate in reservation quality assurance programs, including test calls, call evaluations, and mystery shop assessments, consistently achieving established Four Seasons service and quality standards.
• Demonstrate effective communication, product knowledge, sales techniques, and reservation accuracy during guest interactions to meet departmental quality benchmarks.
• Actively incorporate feedback from call monitoring, audits, and coaching sessions to continuously improve service performance and guest experience.
• Ensure compliance with Four Seasons sales, marketing, reservation, and operational standards while maintaining professionalism and attention to detail.
• Perform additional duties, special projects, and operational tasks as assigned by the Reservations Supervisor or Reservations Manager.

<Profit Functions>

• Maximize revenue opportunities by identifying upselling and cross-selling opportunities across room categories, packages, and multiple properties.
• Recommend the most appropriate rate and product solution while ensuring rate integrity and guest satisfaction.
• Support the achievement of occupancy, ADR, RevPAR, and revenue goals for all assigned properties.
• Ensure reservation accuracy to minimize revenue loss, billing discrepancies, and operational inefficiencies.
• Contribute to conversion goals by effectively handling enquiries and turning opportunities into confirmed bookings.
• Support demand periods by prioritizing revenue-generating opportunities while maintaining Four Seasons service standards.
• Identify booking trends, guest preferences, and market opportunities, escalating insights to the Reservations Manager when appropriate.

What you bring

• Communication & Relationship Building – Demonstrates strong verbal and written communication skills, builds positive relationships with guests, colleagues, and stakeholders, and presents information clearly and professionall
• Guest Focus & Service Excellence – Consistently delivers exceptional guest experiences through a proactive, responsive, and service-oriented approach.
• Planning, Organization & Multitasking – Effectively prioritizes workload, manages multiple tasks simultaneously, and utilizes available resources efficiently to achieve business objectives.
• Collaboration & Teamwork – Works harmoniously and professionally with colleagues and cross-functional teams across multiple properties to achieve common goals.
• Integrity & Professionalism – Demonstrates ethical conduct, sound judgment, accountability, and confidentiality in all interactions and decisions.
• Adaptability & Resilience – Remains composed and effective in a fast-paced environment, adapting positively to changing priorities and business demands.
• Attention to Detail – Maintains a high level of accuracy and thoroughness when handling reservations, guest information, and operational processes.
• Safety & Operational Discipline – Works in a safe, prudent, and organized manner, consistently complying with company policies, procedures, and standards.
• Proficiency in Property Management Systems (PMS), Central Reservation Systems (CRS), and reservation-related platforms.
• Strong working knowledge of Microsoft Office Suite (Outlook, Word, Excel, Teams).
• Ability to manage reservations, guest profiles, and payment-related documentation with accuracy and attention to detail.
• Knowledge of hotel room inventory, rates, packages, and revenue optimization principles.
• Ability to operate standard office equipment and communication systems.
• Excellent written and spoken English; additional languages are an advantage.
• Flexible to work varying shifts, weekends, public holidays, and business demands across multiple properties.

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
• One complimentary employee meal per shift
   

Schedule & Hours:

• Based in Osaka
• Might be able to travel on site Kyoto / Osaka
• Require a flexible schedule in order to accomplish all major responsibilities and tasks.