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Communications/Reservations (CORE) Agent

Company: Four Seasons Hotels Limited
Location: Los Angeles
Posted on: May 28, 2023

Job Description:

Our Brand Promise:
At Four Seasons, Life is richer when we truly connect to the people and world around us.

Whether you work, stay, live or discover with us, our purpose is to create impressions that will last a lifetime.

Our Promise to you:

To create a culture and a work ethic based on the Golden Rule, giving our people a framework to pursue a superior international service culture.

What makes us unique:
In the heart of Beverly Hills & West Hollywood this award winning hotel stands a city icon, buzzing with the energy and excitement of one of the most diverse destinations in the world. Soak up the sun at our resort-style pool, savour award-winning Italian cuisine at Culina Ristorante and discover a new level of wellness at our Spa - or in the comfort of your very own guest room.

Responsibilities:

Job duties include but are not limited to:

  • Responsible for telephone operator duties as well as making reservations for Room, Transportation, Spa and Restaurants via all different channels such as and not limited to phone, email, fax, in-house guest requests, etc.
    • Responsible for providing general information about the hotel and assisting callers as well as responding to emergencies by connecting the appropriate individuals by phone or radio.
      • Due to the central core nature of this position, the Core Agent also acts as the friendly and courteous voice of the operator.
        • Ensure all communication channels operate flawlessly, including the hotels' phone and paging system.
          • Ability to check telephone functions, set up conference phones, run telephone records/reports, manage the telephone system.
          • Answer general inquire/reservation emails, retrieve, and distribute mail and process requests.
          • Run/review necessary daily reports pertaining to the tasks of the department as well as reports to share with greater audience.
          • Responsible for pre-arrival guest connection, profile update, preference capture to ensure smooth arrival/stay providing opportunities for operational teams to exceed guest expectations.
          • Adhering and finishing all task during shift for checklists assigned.
          • Capture sales and complete details from in-coming reservations calls/emails/faxes/etc, upselling, cross-selling and coordinate details of each reservation, abiding by Four Seasons standards at all times.
          • Expert on all restaurant/outlet information including food menus, alternative cuisine and all beverage lists to be able to provide information for restaurant/outlet reservation requests.
          • Expert on Spa concept, operations, and offering to ensure Spa sales conversion
          • Oversees the entire sequence of service ensuring guest room accommodations, spa appointments and restaurant reservations, are correctly processed and carried out within the stated delivery time according to Four Seasons Standards.
          • Keeper of the FS messenger chat function to ensure responding to guests' messages and request within Four Seasons Standards
          • Always offer professional and friendly service while multitasking, problem solving, and ensuring all of the guest's needs are met.
          • Be a willing team player, comfortable with computer systems as well as communicating over the telephone.
          • Maintain excellent personal presentation and interpersonal skills and will maintain a clear and pleasant voice along with a positive attitude
          • Listen to guest complaints and handle those complaints graciously while actively and creatively finding solutions for the guests. Ability to identify when unable to assist guest and communicate with management in a timely manner to ensure the guest's complaint can be addressed as soon as possible.
          • Ability to work with and communicate with all departments and guests as needed over multiple platforms including Golden, KEY, Teams, HotSOS, Vocera, Book for Time, email, radio and in person to ensure all specific requests and demands are met quickly and accurately.
          • Handle hotel emergency procedures and situations with maturity and professionalism.
          • Perform tasks and projects as delegated by the Core Supervisor, Core Manager, Front Office Management, Director of Revenue, Assistant Director of Rooms, Director of Rooms, and Director of Marketing, etc.
          • Successful candidates will be a willing team player, comfortable with electronic systems and willing to accept assignments on as need basis, in order to promote teamwork. Flexibility to work all shifts needed, weekends, and holidays.
          • Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact.

            Skills/Qualifications:

            The Core Agent is an essential member of the Rooms team dedicated to providing exceptional quality and service to our guests.

            We are looking for individuals who possess a high level of attention to detail and a strong work ethic. The ability to multitask and prioritize is also essential for this position.

            Ideal candidate will have:
            • Previous Reservations and/or Front Office experience.
            • Experience in a high volume call center
            • Experienced with excellent phone skills, ability to multitask, problem solve and have a passion for service.
            • Poses an affinity for guest service.
            • Team player, comfortable with computer systems as well as communicating over the telephone.
            • This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends and holidays.
            • Reading, writing, and oral proficiency.
            • Strong customer service.
              We Offer:

              ---Hourly: $20.40 - $24.00

              ---Medical/Dental/Vision Insurance

              ---401K Retirement savings plan

              ---Employee Assistance Program

              ---Investment in your Wellbeing

              ---Life Insurance

              ---Complimentary Room nights and discounted rates

              ---Free on-site parking

              ---Training programs, tuition reimbursement

              ---Growth & Development opportunities

              Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

Keywords: Four Seasons Hotels Limited, Los Angeles , Communications/Reservations (CORE) Agent, Hospitality & Tourism , Los Angeles, California

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