About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
A contemporary business hub with the highest standards of innovative hospitality. At the heart of Silicon Valley, experience a first-hand connection to the region’s tech legacy, sports and music venues and discover local adventures blended with artful sophistication. Four Seasons Hotel Silicon Valley brings an inventive approach to creative events, seasonal pop-up experiences, lifestyle facilities and culinary craftsmanship that culminate in the ultimate urban getaway.
Four Seasons Hotel Silicon Valley is proud to provide our guest the highest standards of luxury and personalized service. At Four Seasons we believe in recognizing a familiar face, welcoming a new one and treating every one we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us, discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
The Opportunity:
Four Seasons Hotel Silicon Valley is currently looking for a CORE Agent (Reservation/PBX Operator).
Essential function of the job:
Reporting to CORE Manager, responsibilities and essential job functions include but are not limited to the following:
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. 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
