Overnight Communications Agent

fourseasons; Santa Barbara (CA); On-site; USD 66,125,000 - 71,635,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k plan

Paid vacation

Employee meals

Discounts on stays

Learning programs

Development opportunities

Job summary

Four Seasons Resort The Biltmore Santa Barbara is seeking an Overnight Communications Agent to manage day-to-day guest and internal communications across departments. You will ensure timely responses, uphold Four Seasons standards for telephone etiquette, and maintain high-quality service in a luxury environment.

This 24/7 role requires a flexible schedule, weekend and holiday availability, and excellence in written and spoken English.

Qualifications

• Previous experience in a Communications, PBX, or Front Office role within a hotel.
• Strong communication and professional telephonemanner.
• Excellent organizational skills and attention to detail.
• Ability to stay calm and make quick decisions in fast-paced environments.
• Fluency in reading, writing, and spoken English; second language is a plus.

Responsibilities

• Oversee all guest and internal communications.
• Maintain telephone etiquette and communication quality.
• Coordinate inter-department communications across the hotel.
• Handle escalations and service recovery professionally.
• Respond promptly to hotel emergencies or safety situations.
• Work flexible overnight shifts, weekends and holidays.

Skills

Communication skills

Phone etiquette

English fluency

Customer service

Calm under pressure

Tools

PBX systems

Front office software

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

Why us? Why here? Why now? Working at the Four Seasons Resort The Biltmore in Santa Barbara offers more than just a career—it’s a chance to thrive in one of the world’s most idyllic settings. From the moment you arrive, the resort feels like a peaceful escape, surrounded by lush gardens and ocean breezes that make every day feel special. You’ll be part of a team that crafts unique spaces, where Spanish coastal elegance meets modern design, creating an environment that’s both vibrant and welcoming. Whether you live in Santa Barbara, Ventura, Goleta, Ojai, or Santa Ynez, you’ll enjoy the Mediterranean climate, easy access to world-class beaches, and proximity to renowned wine country for days-off escapes. The sense of community runs deep, and working here means becoming part of something timeless, where the resort’s storied past blends seamlessly with today's luxury. Whether you're sharing the resort’s beauty with guests or simply taking in the sunset on your way home, every moment here is unforgettable.

We are looking for a passionate and driven Overnight Communications Agent to join our team and significantly contribute to reopen our newly remodeled resort in the American Riviera, Santa Barbara!

What you will do

The Overnight Communications Agentwilloversee theday-to-dayoperation of the Communications function, supporting service delivery across multipledepartments.You willbe responsible forguest and internal communications, including calls, messages, and requests, arehandled efficiently and in line with Four Seasons standards. This role requiresstrongcommunication, consistency, and the ability tomaintainquality across a high volume.You will act as a key point of contact for operational communication, ensuring clarity, speed, and accuracyat all times.

• Oversee all incoming and outgoing guest and internal communications
• Maintain Four Seasons standards for telephone etiquette and communication quality
• Have warm and professional phone polish and demeanor
• Coordinate communication between hotel departments and across properties
• Manage escalations, guest concerns, and service recovery with professionalism
• Monitors incoming Chat Message via FS Messengers and reply or add other departments to the conversations when appropriate
• Respond swiftly and effectively in any hotel emergency or safety situation.
• This position requires an applicant with a flexible schedule and the ability to work all shifts,weekendsand holidays.
• Assistingin preparing the welcome letter for the arrival of VIP, Preferred Partner guests etc.
• Handle guest complaints in accordance with Four Seasons policy

What you bring

We are looking for individuals who have:

• Previousexperience in a Communications, PBX, or Front Office role within a hotel
• Strong communicationskills and confident, professional telephonemanner
• Excellentorganizationskills and attention to detail
• Ability to remain calm and make decisions in a fast‑pacedenvironment
• A proactive,solution‑focusedmindset
• Confidence working across multiple systems and stakeholders
• Excellent communication skills
• Facilitation skills
• Strong analytical and critical thinking skills (i.e.ability toidentifywhen training is the actual solution and provide it ifrequired)
• Coaching&Influencing skills
• Fluency in reading, writing, and spoken English isrequired. 2ndlanguage is an asset
• Excellent interpersonal and communication skills, both in person and by telephone.
• Excellent and unwavering customer service.

Schedule & Hours

• Schedule & Availability: As our resort operates 24/7, 365 days a year, our Overnight Communications Agent are expected to maintain flexibility to work overnight shifts, including weekends and holidays, as needed.

What we offer

• Hourly Rate: $23.95
• Dynamic Employee Culture where you are encouraged to be your true self!
• Inclusive and diverse employee engagement events all year-round
• Competitive benefits (Medical, Dental, Vision, Employee Assistance Program, and 401k Retirement Plan) as well as Vacation & Holiday Pay
• Sick Pay, Disability Coverage and Life Insurance
• Exclusive discount and travel programs with Four Seasons Hotels and Resortsaround the world
• Complimentary Employee Meals
• Comprehensive learning and development programs to help you elevate your craft.
• And so much more!

Join the iconic Four Seasons Resort The Biltmore Santa Barbara, a classic estate infused with modern luxury! Learn more about the American Riviera

Four Seasons is an Equal Opportunity, Affifaction.js 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