Overnight Core Agent

About the role:

The Core Agent answers and directs phone calls, creates restaurant and spa reservations, pages, radio requests and faxes in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. Completes administrative and verification tasks related to guest reservations, employee reservations, call volume, and revenue tracking.

What you will do:

• Answers phone inquiries in an efficient and friendly manner, using guest names and routing calls to proper extensions.

• Handles all guest interactions and reservations with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with high-speed Internet service, telephone and facsimile services, hotel services, hours of operations, reservations details, key hotel personnel, in-house events, directions, etc.

• Utilizes and ensures proper working condition of the telephone system, the hotel computer systems (e.g. property management, paging and radio systems), high-speed Internet system and facsimile machines.

• Monitors and responds to hotel fire control panel and emergency and safety situations efficiently and professionally.

• Communicate guest orders including any special needs or requests to the kitchen using the hotel’s point-of-sales system; check completed kitchen orders with the guest’s original order; coordinate delivery of items to the guestroom by Room Service Servers in a timely manner to ensure proper food quality; properly and accurately close guest checks; record guest charges and coordinate amenity delivery/requests.
• https://careers.fourseasons.com/us/en/job/REQ10375716/Overnight-Core-Agent