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Four Seasons Hotels and Resorts · 3 hours ago

Reservation (CORE) Agent

East Palo Alto, CA

Full-time

Onsite

New Grad, Entry Level

$27.31/hr - $27.31/hr

Four Seasons Hotels and Resorts is dedicated to providing exceptional guest experiences through a commitment to luxury and personalized service. The CORE Agent role involves managing room reservations, handling incoming calls, and ensuring guest preferences are met to create memorable stays. This position requires strong customer service skills and the ability to multitask effectively in a fast-paced environment.

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Responsibilities

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. Review includes:

Essentials and preferences which may have been updated by another hotel and need to be incorporated for this stay

Pictures must be added to as many profiles as possible to push recognition

Action preferences by creating departmental notes and traces to notify the department

Action guest preferences for Incognito or PR profiles ensuring proper profile management of the of the corresponding PR/Incognito profile

Merge duplicate profiles for arriving guests ensuring the Webmaster profile is maintained as the primary when applicable

Check for Same-day arrivals throughout the shift using Golden Dashboard in Key to assist with identifying any arrival that was not captured

Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests

Monitors incoming Chat Message via FS Messengers and reply or add other departments to the conversations when appropriate

Assisting in preparing the welcome letter for the arrival of VIP, Preferred Partner guests etc

Assist in taking In Room Dining orders with efficient telephone etiquette while obtaining all information necessary to process the guest’s order according to Four Seasons Standards

Anticipate guest needs, ascertain satisfaction, and offer suggestions, and respond urgently and appropriately to guest concerns and requests

Coordinate amenity deliver by ensuring that all requests are received, filed, ordered from kitchen and delivered in a prompt and accurate fashion

Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact

Handle guest complaints in accordance with Four Seasons policy