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 ROLE

The Core Agent is a highly skilled professional responsible for executing the key functions of the Core Department. This role encompasses handling room reservations, PBX operations, and restaurant bookings. Designed with guest satisfaction in mind, the Core Department streamlines service delivery by reducing the number of touchpoints between guests and multiple hotel departments—resulting in a more seamless, efficient, and elevated guest experience.

MAIN RESPONSIBILITIES:

• Answer all incoming calls from the outside and channel them as appropriate.
• Reply to all guests’ inquiries for accommodation and restaurants availability.
• Articulate the description of the hotel and explain the features to maximize finalizing the booking.
• Thereafter register all the pertinent information within the right systems and follow up thoroughly to make sure the guests satisfaction and smooth operation.
• Coordinate all guests’ requirements pertaining to wake up calls, housekeeping orders, chat messages and maintenance requests.
• Maintain the phones of the Hotel
• Perform other tasks or projects as assigned by the Reservations Manager or Director of Revenue.

ESSENTIAL FUNCTIONS:

• Handle incoming and In-house calls
• Capture sales from in-coming reservations calls and coordinate details of each reservation.
• Answer General Reservations e-mail, retrieve and distribute mail
• Inform Manager of any Special Attention, VIP guests and assist in obtaining arrival times for VIPs or Special Attention guests.
• Ensure to complete the checklist pertaining to Core on daily basis: Rooms, PBX, Restaurants
• Keep the daily information sheet and board updated at all times, ensuring that relevant information is handed over to all team members.
• Able to tailor and collect any guest information as well able to create engagement in all interaction with guests through any platform, contributes in creating memorable experience with the property.
• Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival.
• Be able to carry out wake-up call procedures.
• Be fully conversant with the operation of the PBX, DND or call diversion on any room/extension, Speed Dial, Guest & Residences phone issues as required and maintaining appropriate records.
• Maintain inventory of the PBX related materials (telephones, cables, face plates. etc.)
• Answer chat messages on due time following standards & etiquette.
• Be fully aware of the need for discretion in relation to hotel clients and employees, never giving out unauthorized information.
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
• Handle guest complaints in accordance with Four Seasons policy.
• Be well versed in general hotel information, selling techniques, hotel facilities, services, hours of operations, key personal, special activities and Four Seasons information
• Be flexible with schedule and proficient in carrying out a night shift.
• Periodically assist other departments in crunch times.
• Perform other tasks or projects as assigned by hotel management.