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
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.
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…