Agent(e) relations clients/Guest Relations Agent

at  Four Seasons

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.

QUALIFICATIONS ET COMPÉTENCES SOUHAITÉES

• Excellente capacité de communication en français et en anglais, à l’oral comme à l’écrit (niveau expert) ;
• Avoir une bonne résistance au stress et le gérer de manière positive et efficace ;
• Être à l’aise dans un environnement à cadence rapide ;
• Faire preuve d’un très bon esprit d’équipe ;
• Intérêt et aptitude à offrir un service hors pair à nos clients internes, externes et nos fournisseurs ;
• Avoir une excellente présentation, une bonne élocution, en français et en anglais, et de bonnes compétences relationnelles pour correspondre aux attentes d’une clientèle haut de gamme ;
• Maintenir un aspect professionnel et se conduire de façon mature et avec intégrité en tout temps
• Attention au détail et capacité à effectuer plusieurs tâches dans un environnement dynamique ;
• Être organisé, méticuleux et débrouillard ;
• Faire preuve de créativité et d’esprit d’initiative ;
• Disponible les soirs, jours fériés et fin de semaine ;
• Bonnes compétences informatiques, y compris une connaissance pratique de MS Outlook, Word, Excel, Power Point, Adobe, Delphi et Opera;
• Minimum 3 ans d’expérience dans un poste de gestion (opérationnel) dans un établissement de luxe;
• Diplôme d’études post-secondaires en gestion hôtelière préféré .

LA LISTE DES TÂCHES PRÉCISÉES CI-DESSUS N’EST PAS EXHAUSTIVE, VOTRE FONCTION SUPPOSERA UNE ADAPTATION CONSTANTE À DES SITUATIONS DE FORTE ACTIVITÉ ET DE GESTION SPÉCIFIQUE DE RELATIONS CLIENTS.

Notre organisation est un employeur sensibilisé envers l’équité professionnelle et qui s’engage à recruter une main-d’œuvre diversifiée et à maintenir une culture inclusive. L’usage du masculin n’est utilisé qu’aux fins d’alléger le texte. Nous ne discriminons pas en fonction du genre, de l’appartenance ethnique, de la religion, de l’orientation sexuelle, de l’âge, du handicap ou de toute autre base protégée par les lois provinciales ou fédérales.

Guest Relations Agent
Division: Rooms
Department: Guest Relations
Reports to: Guest Relations Manager
Statu t : Full time
Hourly rate: 2 9 . 15 $
* Due to local laws, we prioritize applicants who have permission to work in Canada .
The Four Seasons Hotel Montreal is looking for someone who shares our passion for excellence and seeks to create a memorable experience for our employees and guests. We are looking for a person who has a strong work ethic, a high level of integrity, a concern for quality, a cultural sensitivity and a sense of customer service.

JOB SUMMARY

The Guest Relations Agent ensure s that the hotel guests’ expectations are fulfilled and personalize s the guest stay from pre-arrival, arrival, departure, post departure and during the guest stay. They r espond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

Core R esponsibilities

• Play an active role in guest recognition, pre- arrival and in-house stay program s for all hotel’s guests;
• Apply the pre-arrival, arrival, in house, departure and post departure checklist to be used by the pre-arrival team;
• Administer the day-to-day of the guest relations program in all aspects;
• Filter and prioritize guest profiles depending on their significance and according to pre-arranged criteria within the guest recognition program;
• Perform pre-arrival telephone calls, emails and Mobile Chat according to the pre-arrival guest contact requirements;
• Review and assign VIP levels in Opera and make sure the Reservations and Front Office teams do so as well ;
• Participate in the morning meeting by using Golden every day;
• Update Elite guests’ status (health check, special arrangements, glitches and other VIP guests) during morning meeting and daily briefing;
• Perform daily Elite guest and VIP room inspection s for the purpose s of welcome cards & amenities;
• Assist with and resolve glitches as necessary;
• Write VIP welcome cards in English and/or other language according to a pre-set criteria ;
• Perform check-ins and check-outs for VIP guests and to assist the Front Office team in crunch times;
• Ensure all pre-arrival activity/dining requests have been confirmed and personalise in an itinerary for guests to be handed upon arrival;
• Meet guests upon arrival and if not on property, the G uest E xperience A mbassador will provide the guest with the Guest Relations Manager’s or the G uest R elations A gent’s mobile phone/ business card to the guest to be able to contact the Guest Relations team at all times ;
• Perform an orientation of the hotel and escort guest to the ir room/ suite ;
• Personally ensure all requests received from the guest throughout their stay are handled from start to finish , including any potential glitches (i.e., would they like turndown at a certain time, have they had a laundry request/ shoe shine that you can follow-up on to ensure completed, etc. ) ;
• During the stay the Guest Relations agent will touch base with the guest at least once per day (but based on the guest requirements) and ensure they are present whenever possible at the start of any pre-booked activity ;
• Ensure synchronized service between departments (Front Office, Concierge, Housekeeping, Room Service, Laundry etc. ) ;
• Check if guest has departure transport booked or offer to book if necessary and arrange luggage collection and to be available upon guest departure to wish farewell ;
• Track all requests/notes throughout their stay and update preferences in Golden ;
• C heck the bill of VIP guests before departure to ensure it is correct and offer departure assistance ;
• F arewell the guest on departure, especially on the ground floor ;
• S end a follow up Chat message after departure ;
• Run and evaluate arrival reports in order to ensure guest recognition guidelines are applied correct and shared in the relevant forums (morning briefing, OPS meeting ) ;
• Be the personal contact of Elite guests and report all special activities to the entire Hotel ;
• Run Elite arrival report 3 days in advance and communicate it with GM, HM and FOM ;
• Provide basic trouble-shooting support for in-room services such as Internet, TV, iPad …;
• Work closely with Front Office and Guest Services to ensure smooth handling of arrival, guest luggage, deliveries, special requests and departure;
• Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in E mployee Manual ;

Desired Q ualifications and S kills

• Ability to communicate fluently in French and English, both orally and in writing (expert level );
• Have a good resistance to stress and manage it positively and effectively;
• Be comfortable in a fast-paced environment;
• Demonstrate a very good team spirit ;
• Interest and ability to provide outstanding service to our internal, external customers and our suppliers;
• Have an excellent presentation and elocution, in French and English, and interpersonal skills to meet the expectations of a high-end clientele;
• Maintain a professional appearance and behave in a mature manner with integrity at all times;
• Attention to detail and ability to multitask in a dynamic environment;
• Be organized, meticulous and resourceful;
• D emonstrate creativity and initiative;
• Available to work evenings , holidays and weekends;
• Strong computer skills, including a working knowledge of MS Outlook, Word, Excel, Power Point, Adobe, Delphi and Opera;
• Minimum 3 years of experience in a management (operational) position in a luxury property ;
• College degree preferred .

What’s in it for you?

• Extended Health Coverage (dental, vision, life insurance, RMT, prescription drugs, etc.). after probationary period
• Discounts at our MARCUS Restaurant and our 5 Star Spa
• Employee themed recognition days and events such as Employee of the month, Service milestone celebrations, birthday events, and more!
• Complimentary meal per shift in our employee dining room (Café 1440)
• Retirement plan with employer contribution after waiting period
• Paid time off including sick days, vacation days and 2 additional floating holidays per year
• Excellent training, development, and mobility opportunities
• Employee Travel Program, including complimentary stays at Four Seasons globally (by length of service and subject to availability)
• And so much more!

The list of tasks specified above is not exhaustive, the function will require a constant adaptation to situations of high activity and specific management of customer relations.
* Our organization is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of gender, ethnicity, religion, sexual orientation, age, disability or any other basis protected under provincial or federal laws.

Please refer the Job description for details