Communications Specialist

Four Seasons Hotels and Resorts•Palm Beach, FL

12d•Onsite

About The Position

The Communication Specialist is responsible for delivering exceptional guest engagement and revenue support for Four Seasons Hotel and Residences at The Surf Club. Serving as an extension of the Reservations, Sales, and Guest Experience teams, this role creates personalized guest interactions through timely and professional communication across email, chat, and telephone channels. This position plays a key role in driving revenue by converting inquiries into confirmed bookings, maximizing room and suite sales, and promoting ancillary experiences, including dining, spa, transportation, and resort activities. Through thoughtful communication and attention to detail, the Communication Specialist enhances the guest journey while upholding Four Seasons' commitment to personalized luxury service. This role is dedicated exclusively to Four Seasons Hotel and Residences at The Surf Club and is based at Four Seasons Resort Palm Beach. Reporting to the Senior Director of Reservations, the position operates primarily in an on-property office environment alongside the Sales and Marketing Team. Regular on-site presence is required to support training, collaboration, property immersion, and alignment with the evolving guest experience.

Requirements

College degree preferred or equivalent combination of education and relevant experience
Previous experience in luxury hospitality, reservations, guest services, contact centers, sales, or customer service preferred
Exceptional written and verbal communication skills
Strong guest service, relationship-building, and consultative sales abilities
Excellent organizational skills and attention to detail
Ability to manage multiple priorities in a fast-paced environment
Strong problem-solving and service recovery skills
Ability to maintain professionalism and composure under pressure
Proficiency in Opera PMS, Microsoft Office Suite, and guest communication systems preferred
Multilingual skills are highly desirable
Ability to work effectively with cross-functional teams and luxury clientele

Responsibilities

Respond to guest inquiries through email, chat, and telephone in a professional, timely, and personalized manner
Convert reservation inquiries into confirmed bookings by identifying guest needs and presenting appropriate accommodations and experiences
Conduct pre-arrival outreach to confirm reservation details and personalize the guest experience
Promote and coordinate ancillary revenue opportunities, including dining reservations, spa appointments, transportation, celebrations, and resort activities
Manage inbound guest communications related to reservations, special requests, and resort services
Monitor and respond to guest inquiries across digital communication platforms
Process reservation requests received through online submissions, travel advisors, internal sales teams, and other booking channels
Maintain accurate guest profiles, reservation notes, communication records, and preferences within designated systems
Verify billing arrangements, guarantees, room preferences, and reservation details to ensure seamless guest arrivals
Resolve guest inquiries and concerns with professionalism, empathy, and appropriate follow-up
Assist with waitlisted reservations and special accommodation requests
Maintain comprehensive knowledge of accommodations, resort amenities, promotions, services, and local experiences
Collaborate closely with Sales, Marketing, and operational teams to support revenue generation and guest engagement initiatives
Participate in training sessions, departmental meetings, and property immersion activities to maintain product knowledge and service excellence