Reservation (CORE) Agent

Core Agent (Reservation/PBX Operator) – Responsibilities Maintain a warm and professional phone presence. Assist with room reservations, in‑room dining order taking, and manage all incoming calls to the hotel according to Four Seasons Standards. Capture sales from incoming reservation calls and coordinate details of each reservation. Utilize the sales tool box to increase the likelihood of converting calls. Contact guests or travel planners to clarify any discrepancies in preferences or requests before guests’ arrival. Confirm and/or guarantee non‑guaranteed reservations and clear wait‑listed reservations. Review all guest reservations and profiles daily to prepare for arrivals using the pre‑arrival screen in Opera and Golden. Review essentials and preferences that may have been updated by another hotel and incorporate them for the stay. Add pictures to as many profiles as possible to enhance recognition. Create departmental notes and traces to notify the department for actioning preferences. Ensure proper profile management for Incognito or PR profiles. Merge duplicate profiles for arriving guests and maintain the Webmaster profile as the primary when applicable. Check for same‑day arrivals throughout the shift using the Golden Dashboard in Key. Answer general reservation e‑mail, retrieve and distribute mail, and process brochure requests. Monitor incoming chat messages via FS Messengers and reply or involve other departments as appropriate. Assist in preparing the welcome letter for the arrival of VIP and Preferred Partner guests. Take in‑room dining orders with efficient telephone etiquette while obtaining all necessary information to process the order. Anticipate guest needs, ascertain satisfaction, offer suggestions, and respond urgently and appropriately to guest concerns and requests. Coordinate amenity delivery by ensuring that all requests are received, filed, ordered from the kitchen, and delivered promptly and accurately. Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact. Handle guest complaints in accordance with Four Seasons policy. Qualifications An experienced customer‑service professional with excellent phone skills, the ability to multitask, and a passion for service and hospitality. Basic computer system skills and comfort communicating over the telephone. Reading, writing, and oral proficiency in English. Flexible schedule to include weekends, holidays, and nights. Must provide work authorization document – proof of eligibility to work in the United States of America. Position requires sitting for long periods of time. What to Expect Competitive wage: $27.31 per hour. Opportunity to build a successful career with global potential as part of a cohesive team. Medical, dental, and vision insurance. Holiday, vacation, and sick pay. 401(k) participation with a company matching program. Complimentary stays at Four Seasons worldwide (subject to availability). Free employee meals prepared by the culinary team. Complimentary dry cleaning of employee uniforms. Free employee parking. Equal Opportunity 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 link . #J-18808-Ljbffr Four Seasons Hotels Ltd