Reservation (CORE) Agent

Core Agent (Reservation/PBX Operator)

Four Seasons Hotel Silicon Valley is currently looking for a CORE Agent (Reservation/PBX Operator).

Essential function of the job:

• Have warm and professional phone polish and demeanor
• 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 in-coming reservations 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 the preferences or requests before guests' arrival
• Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations
• Review all guest reservations and profiles daily to prepare for arrivals, using the pre-arrival screen in Opera and Golden. Review includes:
• Essentials and preferences which may have been updated by another hotel and need to be incorporated for this stay
• Pictures must be added to as many profiles as possible to push recognition
• Action preferences by creating departmental notes and traces to notify the department
• Action guest preferences for Incognito or PR profiles ensuring proper profile management of the of the corresponding PR/Incognito profile
• Merge duplicate profiles for arriving guests ensuring the Webmaster profile is maintained as the primary when applicable.
• Check for Same-day arrivals throughout the shift using Golden Dashboard in Key to assist with identifying any arrival that was not captured
• Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests
• Monitors incoming Chat Message via FS Messengers and reply or add other departments to the conversations when appropriate
• Assisting in preparing the welcome letter for the arrival of VIP, Preferred Partner guests etc
• Assist in taking In Room Dining orders with efficient telephone etiquette while obtaining all information necessary to process the guest's order according to Four Seasons Standards
• Anticipate guest needs, ascertain satisfaction, and offer suggestions, and respond urgently and appropriately to guest concerns and requests
• Coordinate amenity deliver by ensuring that all requests are received, filed, ordered from kitchen and delivered in a prompt and accurate fashion
• 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 and Skills:

• An experienced customer service professional with excellent phone skills, ability to multitask and have a passion for service and hospitality
• Requires basic computer system skills as well as comfortable communicating over the telephone
• Requires reading, writing and oral proficiency in the English language
• 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
• Wage - $27.31/hour
• Be part of a cohesive team with opportunities to build a successful career with global potential
• Medical, dental, and vision insurance
• Holiday, vacation, and sick pay
• 401k 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

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.