About the Position

The Communication Agent , provides assistance of guest with prompt response and personalization. Answers and directs phone calls, pages, radio requests and faxes in an efficient, courteous, and professional manner to achieve maximum customer satisfaction while complying with all Four Seasons’ policies and standards. Completes administrative and verification tasks related to guest reservations, employee reservations, call volume, and revenue tracking. Coordinates work with and assists other members and the other departments.

Essential Functions:

• Answer and action several telephone call inquiries in an efficient and friendly manner, using guest names and routing calls to proper extensions.

• The ability to recite all information regarding hotel facilities, hours of operation, key personnel, special activities, and functions in the hotel.

• Utilize Golden, our guest profile system, to ensure maximum accuracy and recognition.

• Handle all guest interactions via phone calls, emails, messenger, or faxes with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; telephone and facsimile services, hotel services, hours of operations, reservations details, key hotel personnel, in-house events, directions, etc.

Preferred Qualifications and Skills

• Written, spoken and reading proficiency in the English language.

• Written, spoken and reading proficiency in the Spanish language preferred.

• Computer knowledge: should be comfortable in PC applications: Word, Excel, e-mail. Will train on hotel-specific software.

• Education: High School Diploma.

• Experience: previous Reservations and/or Front Office on High Volume Call Center.

• Strong Customer Service and Communication Skills.

• Strong Interpersonal Skills

JOB FUNCTIONS:

1. The ability to provide general information and support inquiries to all callers while being familiar with brand standards, hotel services, hours of operation, key hotel personnel, daily activities, etc.

2. The ability to successfully use the telephone switchboard.

3. The ability to answer all incoming calls promptly with a pleasant tone of voice, using names where possible and routing calls to the appropriate extensions.

4. The ability to accept and place wake-up calls for hotel guests using brand standards.

5. The ability to properly handle "Do Not Disturb" requests, "No Information" calls, busy extensions, call transfer, call forwarding, call waiting, call pickup, call waiting, three-way conversations, etc.

6. The ability to report and log all phone maintenance and operational problems.

7. The ability to handle chat messages in an accurate and timely manner using the respective brand standards.

8. The ability to appropriately respond to any hotel emergency or safety situation.

9. T he ability to perform other tasks or projects as assigned by hotel management