Reservation; CORE Agent

Overview

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.

About the location

A contemporary business hub with the highest standards of innovative hospitality. At the heart of Silicon Valley, experience a first-hand connection to the region’s tech legacy, sports and music venues and discover local adventures blended with artful sophistication. Four Seasons Hotel Silicon Valley brings an inventive approach to creative events, seasonal pop-up experiences, lifestyle facilities and culinary craftsmanship that culminate in the ultimate urban getaway.

Four Seasons Hotel Silicon Valley is proud to provide our guest the highest standards of luxury and personalized service. We believe in recognizing a familiar face, welcoming a new one and treating every one we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us, discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime.

CORE Agent (Reservation/PBX Operator) at Four Seasons Hotel Silicon Valley. Four Seasons Hotel Silicon Valley is currently looking for a CORE Agent.

Reporting to CORE Manager, responsibilities and essential job functions include but are not limited to the following:

• Have warm and professional phone polish and demeanor
• Assist with room reservations, In Room Dining Order taking, and manage all incoming calls to the Hotel according to Four Seasons Standards
• Capture sales from in-coming reservations calls and coordinate details of each reservation
• Utilize the “sales tool box” to increase the likelihood of converting calls
• Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival
• Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations
• Review all guest reservations and profiles daily to prepare for arrivals, using the pre-arrival screen in Opera and Golden, including: essentials and preferences updated by other properties
• Add pictures to profiles to push recognition
• Create departmental notes and traces to notify the department based on guest actions
• Manage Incognito or PR profiles ensuring proper profile management
• Merge duplicate profiles for arriving guests, maintaining Webmaster profile as primary when applicable
• Check for Same-day arrivals throughout the shift using Golden Dashboard in Key to assist with arrivals not captured
• Answer General Reservations email, retrieve and distribute mail, and process brochure requests
• Monitor incoming chat messages via FS Messengers and involve other departments as appropriate
• Assist in preparing welcome letters for VIP, Preferred Partner guests, etc.
• Take In Room Dining orders with efficient telephone etiquette and gather all information needed to process the guest’s order
• Anticipate guest needs, ascertain satisfaction, offer suggestions, and respond urgently to concerns and requests
• Coordinate amenity delivery, ensuring requests are received, ordered from kitchen and delivered promptly
• Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in Em Pact
• Handle guest complaints in accordance with Four Seasons policy

• An experienced customer service professional with excellent phone skills, ability to multitask and have a passion for service…