Communications Agent

Four Seasons; Greater London; On-site; GBP 36,000 - 42,000; Full time

Benefits offered by this job

Hotel service charge included

Career development pathways

Holiday entitlement up to 33 days

Life insurance

Complimentary nights worldwide

Staff meals on duty

Job summary

Four Seasons Hotels London & Hampshire is seeking a Communications Agent based at Four Seasons Hotel London at Park Lane to act as a central point of contact for guest requests and inquiries. You will work across three properties, delivering warm, professional and personalised service to guests and colleagues.

The role supports Front Office, Housekeeping, Engineering and Guest Relations, ensuring timely, accurate communication and a consistently high standard of service across all interactions.

Qualifications

• Experience in Communications, Front Office, Guest Services or Reservations preferred.
• Experience handling high call volumes in luxury hospitality is advantageous.
• Excellent spoken and written English.
• Professional, confident and engaging telephone manner.
• Strong organisational skills and attention to detail.
• Calm and effective under fast-paced conditions.
• Team player in a close-knit environment.
• Experience with Opera PMS or HotSOS is beneficial.
• Additional languages are advantageous but not essential.
• Right to Work in the UK.

Responsibilities

• Answer all incoming calls and enquiries professionally and efficiently.
• Direct calls and requests to the appropriate department or property.
• Handle guest interactions with warmth, professionalism, and confidence.
• Support guests with enquiries about hotel services, facilities, directions and local information.
• Manage wake up calls, guest messages, emails and service requests.
• Log and communicate requests to the appropriate teams.
• Monitor and update internal systems for effective follow-up.
• Assist guests with basic telephone, internet and in-room technology.
• Collaborate with operational departments across three properties to fulfill requests promptly.
• Uphold Four Seasons communications and telephone service standards.

Skills

Excellent spoken English

Written English

Professional telephone manner

Teamwork

Strong organisational skills

Tools

Opera PMS

HotSOS

Job description

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:

Surrounded by the capital's greenery and most coveted shopping streets, Four Seasons Hotel London at Park Lane seamlessly balances award-winning design with the city's high notes. Take in views of Hyde Park from sun-drenched rooms and our rooftop spa, enjoy a leisurely meal on our one-of-a-kind al fresco terrace, then stroll to explore London's famous sights.

Communications Agent

Four Seasons Hotels London & Hampshire

Based at Four Seasons Hotel London at Park Lane

At Four Seasons, exceptional service begins with every interaction. As part of our Communications team, you will be one of the first points of contact for our guests, ensuring every call, request, and enquiry is handled with warmth, professionalism, and genuine care.

Four Seasons Hotels London & Hampshire are seeking a Communications Agent to join the Communications team, based at Four Seasons Hotel London at Park Lane.

The role

As a Communications Agent, you will support guests and colleagues across Four Seasons Hotel London at Park Lane, Four Seasons Hotel London at Tower Bridge, and Four Seasons Hotel Hampshire, acting as a central point of contact for guest requests, enquiries, and internal communication.

Working closely with Front Office, Housekeeping, Engineering, In Room Dining, Guest Relations, and other departments, you will help deliver the seamless and personalised service for which Four Seasons is renowned.

What you will do

• Answer all incoming calls and enquiries professionally and efficiently
• Direct calls and requests accurately to the appropriate department or property
• Handle guest interactions with warmth, professionalism, and confidence
• Support guests with enquiries relating to hotel services, facilities, directions, and local information
• Manage wake up calls, guest messages, emails, and service requests
• Ensure all requests are accurately logged and communicated to the appropriate teams
• Monitor and update internal systems to ensure effective guest request follow up
• Support guests with basic telephone, internet, and in room technology assistance
• Work closely with operational departments across all three properties to ensure guest requests are completed promptly
• Uphold Four Seasons communications and telephone service standards at all times

What we are looking for

• Previous experience within Communications, Front Office, Guest Services, Reservations, or a similar role is preferred
• Experience handling a high volume of calls within a luxury hospitality environment is advantageous
• Excellent spoken and written English
• Professional, confident, and engaging telephone manner
• Strong organisational skills and attention to detail
• Ability to remain calm and effective in a fast paced environment
• Comfortable working as part of a close knit team
• Experience with Opera PMS, HotSOS, or similar systems is beneficial
• Additional language skills are advantageous but not essential
• Right to Work in the UK

What to expect

• Full time position based on a 40 hour working week
• Primarily daytime shifts across a rotating schedule
• Flexibility required across weekends and public holidays

What we offer

• £38,000 total compensation inclusive of salary and hotel service charge
• Structured 40 hour working week
• Excellent training and clearly defined career development pathways
• Strong internal progression opportunities across London and the global Four Seasons portfolio
• Holiday entitlement increasing with service up to 33 days
• Company Sick Pay, increasing with service
• Life insurance while on duty
• Up to 20 complimentary nights at Four Seasons Hotels and Resorts worldwide, increasing with service, as well as heavily discounted rates at all properties
• 50% discount across UK Four Seasons food and beverage outlets from day one for up to four guests
• Complimentary meals while on duty in Zest, our staff cafeteria, with refreshments available throughout the day
• Ac