Reservations & Communications Agent

Four Seasons Hotels and Resorts; Kuwait City; On-site; KWD 12,000 - 18,000; Full time

Benefits offered by this job

Shared living accommodation

Complimentary hotel nights

Social events

Home leave tickets

Employee meals

Transport to work

Wi-Fi in accommodation

Job summary

Four Seasons Hotels and Resorts in Kuwait City is seeking a guest services professional to manage reservations, guest inquiries, and VIP requests with courtesy and precision. You will communicate effectively in English and Arabic, coordinate with departments, and maintain accurate guest records while delivering the luxury service the brand is known for.

Two years in a similar luxury-hotel role are required; you will work under pressure, handle guest concerns promptly, and contribute to a

Qualifications

• Excellent communication skills, verbal and written, in both English and Arabic.
• A minimum of two years’ experience working in a similar role in luxury five‑star hotels.
• Ability to handle VIP and high‑expectation guests.
• Problem‑solving ability.
• Strong organization and time management skills.
• Ability to work under pressure.

Responsibilities

• Answer phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to the proper extensions.
• Capture sales from incoming calls related to room and restaurant reservation requests. Accurately coordinate the details of each reservation or request.
• Run daily reports for the department and operational departments.
• Manage the general reservations and guest communication email inboxes.
• Accept and deliver Answering Mobile (Hotel Chat) instant messages, wake‑up calls, and facsimiles in a timely manner.
• Provide guests with clear information on room types, rates, availability, packages, and hotel services.
• Ensure all guest details and booking information are accurate and properly recorded.
• Handle guest complaints in accordance with Four Seasons policy.
• Receive in‑house guest calls and assist with their requests for Housekeeping, Guest Services, Laundry, and Engineering by adding the requests to the HotSOS system under the respective department.
• Offer assistance to guests with visa applications and airport Meet and Greet services.
• Contact guests to obtain pre‑arrival information.
• Respond to all guest inquiries professionally and within established service standards.
• Confirm and/or guarantee non‑guaranteed reservations, and clear waitlisted reservations.
• Assist GRS in guest recognition efforts by pre‑clearing reservations to identify existing return guest profiles and acknowledge those requiring VIP or special attention.
• Contact guests or travel planners to clarify any discrepancies in their preferences or requests before the guest’s arrival.
• Perform installation and repairs of telephones.

Skills

English & Arabic

Luxury hotel experience

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:

A resort-like sanctuary in Kuwait’s heart. Discover a modern urban sanctuary in the heart of Kuwait City: a contemporary curation of Middle Eastern architecture, dazzling art and resort‑like spaciousness, where striking sculptures seamlessly merge with traditional design. In this enclave of wonder – the first and only hotel in Kuwait to receive the prestigious Forbes Five‑Star rating – you’ll find soaring rooftop restaurants, leisure facilities and the city’s largest guest rooms. Catch up with friends in the chic surrounds of Al Soor (known as La Chocolaterie of Kuwait), relax in air‑conditioned cabanas by the infinity pool, ascend to a buzzing rooftop and wander the lush adjacent parkland. And with the city’s malls and souks within a few minutes’ drive, you can experience all the spoils of the city without spoiling your precious relaxation time.

What you will do

• Answer phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to the proper extensions.
• Capture sales from incoming calls related to room and restaurant reservation requests. Accurately coordinate the details of each reservation or request.
• Run daily reports for the department and operational departments.
• Manage the general reservations and guest communication email inboxes.
• Accept and deliver Answering Mobile (Hotel Chat) instant messages, wake‑up calls, and facsimiles in a timely manner.
• Provide guests with clear information on room types, rates, availability, packages, and hotel services.
• Ensure all guest details and booking information are accurate and properly recorded.
• Handle guest complaints in accordance with Four Seasons policy.
• Receive in‑house guest calls and assist with their requests for Housekeeping, Guest Services, Laundry, and Engineering by adding the requests to the HotSOS system under the respective department.
• Offer assistance to guests with visa applications and airport Meet and Greet services.
• Contact guests to obtain pre‑arrival information.
• Respond to all guest inquiries professionally and within established service standards.
• Confirm and/or guarantee non‑guaranteed reservations, and clear waitlisted reservations.
• Assist GRS in guest recognition efforts by pre‑clearing reservations to identify existing return guest profiles and acknowledge those requiring VIP or special attention.
• Contact guests or travel planners to clarify any discrepancies in their preferences or requests before the guest’s arrival.
• Perform installation and repairs of telephones.

What you bring

• Excellent communication skills, verbal and written, in both English and Arabic.
• A minimum of two years’ experience working in a similar role in luxury five‑star hotels.
• Ability to handle VIP and high‑expectation guests.
• Problem‑solving ability.
• Strong organization and time management skills.
• Ability to work under pressure.

What we offer

• Full‑board shared living accommodation in a high‑quality, well‑resourced compound
• Complimentary nights at FS Hotels worldwide
• Regular social and sporting events
• Paid home leave tickets
• Quality employee meals
• Transportation to and from work
• Free Wi‑Fi in accommodation and on employeetransportation buses

Work Authorization

The hotel will apply for the work authorization for the successful candidate.