Communications / Reservations (CORE) Agent

fourseasons; Beverly Hills (CA); On-site; USD 81,951,000 - 102,438,000; Full time

Benefits offered by this job

Robust benefit plan

Global career potential

Diverse and challenging work

Job summary

Four Seasons Beverly Hills is seeking a Hotel Communications Agent to enhance guest experiences by providing expert knowledge and service. The CORE Manager oversees the role; work authorization for Beverly Hills is required.

The position supports In-Room Dining, Housekeeping, and Engineering with professional, guest-centered communication. Hourly rates vary by contract phase, with an opportunity to grow in a luxury hospitality environment.

Qualifications

• 1–2 years experience in Telecommunications Operator, Front Desk Agent, Spa Receptionist, Customer Service role or related hotel operation.
• Exceptional communication skills and command of English.
• Flexible schedule with ability to work different shifts, including weekends and holidays.

Responsibilities

• Answer and direct phone calls, radio requests, HotSos requests, make reservations, in-room dining orders, telephone requests, and faxes efficiently and courteously.
• Achieve maximum customer satisfaction for In-Room Dining, Housekeeping, and Engineering Departments.
• Support and assist the Front Desk team and comply with standard procedures.

Skills

Telephone etiquette

Customer service

English proficiency

Hospitality

Tools

HotSos

Opera

Micros

Book4time

Rex

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:

Since opening in 1928, our legendary property has been the preferred address for celebrities, royalty and the international elite — and it’s easy to see why. Located at the intersection of Wilshire Boulevard and Rodeo Drive, we put you in the enviable heart of Beverly Hills, with designer shopping, fine dining and postcard-worthy views at our doorstep.

Communications / Reservations (CORE) Agent

Full Time

Hours may consist of overnight and daytime.

Beverly Wilshire, Beverly Hills, A Four Seasons Hotel

The Beverly Wilshire a Four Seasons Hotel is looking for a Hotel Communications Agent who shares a passion for excellence and who infuses enthusiasm into everything they do. This position has the opportunity to shape guest experience by providing exceptional knowledge and service in support of our world-renowned hotels. The Hotel Communications Agent reports to the CORE Manager. Work authorization for the location is required.

Join Our Team

Located at the intersection of Wilshire and Rodeo, an international cast of personalities comes together amid urban buzz, Hollywood glamour and a sophisticated California vibe. Experience CUT, Wolfgang Puck's, and become part of a iconic hotel of the Four Seasons Portfolio.

Work on a team that is built on mutual respect, collaboration, excellent service and passion for providing above and beyond guest experiences.

Four Seasons provides employees with the same level of care that we expect to be shared with our guests. We have been ranked in FORTUNE Magazine’s 100 Best Companies to work for since 1998.

Responsibilities

Answers and directs phone calls, radio requests, HotSos requests, make reservations, take in-room dining orders, telephone requests, and faxes in an efficient, courteous and professional manner. Achieve maximum customer satisfaction for In-Room Dining, Housekeeping, and Engineering Departments. Support and assist the Front Desk team as needed; Will comply with any other additional requests that may arise pertaining to Hotel Communications Agent duties.

• Answers phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions.
• Handles all guest interactions with the highest level of hospitality and professionalism.
• Accommodate special requests whenever possible.
• Resolve guest complaints according to Four Seasons Standards.
• Respond to all guest inquiries and requests for maintenance, housekeeping, in room dining, spa and reservations accurately.
• Use HotSoS, Opera, Micros, Book4time and Rex (or any other computer application) to log and track these requests.
• Assist guests in all inquiries in connection with high-speed Internet service, telephone and facsimile services, hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Utilize and ensure proper working condition of the telephone system, HotSos and booking system for in-room dining and spa.
• Describe the selection of in-room dining menu items to guests by offering interesting, and vivid descriptions of each item, origin, taste and preparation methods.
• Describe spa treatments and their health/wellness benefits.
• Sell and recommend treatments based on guest’s needs by providing insightful suggestions.
• Communicate guest orders including any special needs or requests to the kitchen using the hotel’s point-of-sales system.
• Work harmoniously and professionally with co-workers and supervisors.
• Monitors and responds to hotel emergency and safety situations in an efficient and professional manner.
• Accepts and delivers wake-up calls, messages and logs facsimiles in a timely manner.
• The ability to answer all incoming calls promptly with a pleasant tone of voice, using names when possible, and routing calls to proper extensions.
• The ability to assist with “Do Not Disturb” requests, screening calls, “No Information” calls, busy extensions, transferring calls, call forwarding, call holding, call pick-up, call waiting, and three-way conversations.
• Assist callers in placement of local or long distance calls.
• Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in Employee Handbook.
• Adhere to meal break policy and proper payroll procedures.

Preferred Qualifications and Skills

We are looking for individuals who have 1-2 years previous experience as a Telecommunications Operator, Front Desk Agent, Spa Receptionist, Customer Service Sales Representative, Coordinator or Order Taker in a fast paced Hotel operation. Exceptional communication skills and command of English language. This position requires an applicant with a flexible schedule and the ability to work different shifts, weekends and holidays.

What to Expect: You Will…

Hourly Rate:

First 9 months: $28.60 (80% of contract rate)

Next 9 months: $32.18 (90% of contract rate)

Full contract rate: $35.75

• Be part of a cohesive team with opportunities to build a successful career with global potential
• Have access to a robust benefit plan
• Have the opportunity to engage in diverse and challenging work
• Derive a sense of pride in work well done
• Be recognized for excellence

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 - http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

Learn more about what it is like to work at Four Seasons – visit us:

http://jobs.fourseasons.com

http://www.linkedin.com/company/four-seasons-hotels-and-resorts

We look forward to receiving your application

******Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview. ******

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://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal