Core Agent - Telecommunications

Four Seasons; Puerto Rico; On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Complimentary accommodation

Meal benefits

Paid holidays

Employee discounts

Job summary

Four Seasons Puerto Rico seeks a Core Agent to answer and direct calls, create reservations, and coordinate guest services with efficiency and courtesy. You will help ensure guest satisfaction while following company policies and processes.

This role supports guest experiences across rooms, dining, and spa services with a focus on premium service. Join a luxury hotel environment that values professionalism, attention to detail, and seamless teamwork across IT, Concierge, and Banquets to deliver

Qualifications

• Passion for providing genuine customer service.
• High level of professionalism.
• Previous experience in Guest Services roles in luxury hotels is an asset.
• Strong communication skills.

Responsibilities

• Answers phone inquiries efficiently and politely, routing calls to proper extensions.
• Handles guest interactions and reservations with hospitality, addressing special requests and complaints.
• Maintains proper functioning of telephone and hotel systems and coordinates with Kitchen/Room Service as needed.
• Monitors safety and emergency procedures and responds professionally to incidents.
• Communicates guest orders to the kitchen and coordinates amenity delivery.
• Assists IT, Banquets and Concierge with installations and repairs of services in guest areas.

Skills

Customer service

Professionalism

Guest services experience

Communication skills

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.

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

Nestled along a two-mile (3.2-kilometre) stretch of beach in Puerto Rico’s Bahia Beach community, Four Seasons Resort and Residences Puerto Rico is also surrounded by its own 483-acre (195-hectare) private nature reserve. The property is seamlessly integrated with its natural surroundings, allowing guests and residents to immerse themselves in the white sand beaches, verdant walking trails, and myriad outdoor activities – from golf, tennis, swimming and beyond.

About The Role

The Core Agent answers and directs phone calls, creates restaurant and spa reservations, pages, radio requests and faxes in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. Completes administrative and verification tasks related to guest reservations, employee reservations, call volume, and revenue tracking.

What You Will Do

• Answers phone inquiries in an efficient and friendly manner, using guest names and routing calls to proper extensions.


• Handles all guest interactions and reservations with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with high-speed Internet service, telephone and facsimile services, hotel services, hours of operations, reservations details, key hotel personnel, in-house events, directions, etc.


• Utilizes and ensures proper working condition of the telephone system, the hotel computer systems (e.g. property management, paging and radio systems), high-speed Internet system and facsimile machines.


• Monitors and responds to hotel fire control panel and emergency and safety situations efficiently and professionally.


• Communicate guest orders including any special needs or requests to the kitchen using the hotel’s point-of-sales system; check completed kitchen orders with the guest’s original order; coordinate delivery of items to the guestroom by Room Service Servers in a timely manner to ensure proper food quality; properly and accurately close guest checks; record guest charges and coordinate amenity delivery/requests.


• Accepts and delivers wake-up calls, messages and facsimiles in a timely manner


• Assists IT, Banquets and Concierge with installation and repairs of telephone, facsimile or high-speed Internet services in the guest room or public area meeting space.

What You Bring

• Passion for providing genuine customer service


• High level of professionalism


• Previous experience in Guest Services roles and employment experience within a luxury Hotels is considered an asset


• Strong communication skills

What We Offer

• Energizing Employee Culture where you are encouraged to be your true self!


• Competitive salary and a comprehensive benefits package


• Market-leading pay and benefits (Medical, Dental, Vision and Retirement Savings Plan)


• Complimentary accommodation at other Four Seasons Hotels and Resorts


• Complimentary dry cleaning for business clothing


• Complimentary employee meals


• Paid holidays, vacation, and sick days


• Culinary, retail and wellness experiences at special rates

Schedule & Hours

Full Time, Rotating Shifts

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