Reservations & Communications Agent

About the role

The Reservations & Communications Agent supports guests throughout their stay by handling phone, email, and instant‑message inquiries, processing reservations, and ensuring seamless communication between guests and hotel departments. This position is based in Four Seasons’ flagship property in Kuwait City, a Forbes Five‑Star rated resort‑like hotel.

Key responsibilities

• Answer phone inquiries courteously, using guest names and routing calls to appropriate extensions.
• Capture and process sales from incoming calls for room and restaurant reservations, ensuring accurate details.
• Run daily departmental reports and manage general reservations and guest‑communication email inboxes.
• Handle instant‑message chats, wake‑up calls, and facsimiles promptly.
• Provide guests with clear information on room types, rates, availability, packages, and hotel services.
• Record all guest and booking information accurately in the system.
• Address guest complaints according to Four Seasons policy.
• Log in‑house guest requests (Housekeeping, Guest Services, Laundry, Engineering) into the HotSOS system.
• Assist guests with visa applications, airport Meet‑and‑Greet services, and pre‑arrival information collection.

Required profile

• Excellent verbal communication skills with a friendly, professional phone manner.
• Strong attention to detail for accurate reservation entry and reporting.
• Ability to handle multiple guest inquiries simultaneously and prioritize tasks.
• Customer‑focused attitude with the capability to resolve complaints effectively.

Required skills

• Proficiency with the HotSOS property‑management system.

What we offer

• Opportunity to work in a world‑class luxury hotel with a renowned brand.
• Dynamic team environment that encourages personal and professional growth.