Core Agent

Four Seasons Hotels and Resorts•Atlanta, GA

7d•Onsite

About The Position

The Core Agent supports reservations and guest communications at Four Seasons Hotel Atlanta. The role answers and routes phone inquiries, captures and coordinates reservations and service requests, manages email and messaging, and provides timely wake-up calls and message delivery. The agent handles guest complaints according to Four Seasons policy, gathers pre-arrival information, confirms reservations, reviews room assignments and special requests, and supports guest recognition and VIP handling. The position also prepares reports, monitors reservations made by the Front Desk and Central Team, responds to emergencies according to the crisis management plan, and performs telephone, facsimile, or high-speed internet installation and repairs in guest rooms or public meeting spaces. The agent follows Four Seasons standards and works professionally with colleagues and supervisors.

Requirements

Must be able to work all shifts, including mornings, evenings, weekends, and holidays.
Ability to analyze guest situations and make suggestions that meet or exceed guest expectations.
Fluency in English.
Ability to analyze, prioritize, organize, and follow up with a strong sense of urgency.
Excellent interpersonal and communication skills in person, by computer, and by telephone.
Strong working knowledge of computers, including Windows and various reservation systems.
Ability to learn and master multiple software systems.
Organized, with the ability to handle multiple tasks.
Must be able to sit continuously for the majority of the shift.

Nice To Haves

Previous hotel experience in Reservations, Front Office, or Sales and Marketing.

Responsibilities

Answer phone inquiries efficiently and courteously, use guest names when possible, and route calls to the proper extensions.
Capture sales for incoming room, spa, restaurant, and in-room dining requests, and accurately coordinate reservation and request details.
Run daily reports for the department, operational departments, Sales & Marketing, the General Manager, and Department Heads.
Manage the general reservations and guest communication email inboxes.
Accept and deliver mobile instant messages, wake-up calls, messages, and facsimiles in a timely manner.
Handle guest complaints in accordance with Four Seasons policy.
Contact guests to communicate with them and obtain pre-arrival information.
Confirm or guarantee non-guaranteed reservations and clear waitlisted reservations.
Review appropriate reports for special requests or procedural actions, hard-block key room assignments, and inform the Manager of reservations requiring special attention.
Assist GRS with guest recognition by pre-clearing reservations, identifying existing return guest profiles, and acknowledging guests requiring VIP or special attention.
Contact guests or travel planners to clarify discrepancies in preferences or requests before arrival.
Monitor Front Desk and Central Team reservations made the previous night and address recurring issues.
Comply with Four Seasons standards for sales and marketing and work harmoniously and professionally with co-workers and the planning committee.
Respond to property emergencies or safety situations according to the crisis management plan.
Install and repair telephone, facsimile, or high-speed internet services in guest rooms or public-area meeting spaces.
Comply with Four Seasons’ Work Rules and Standards of Conduct.
Perform other appropriate duties assigned by Management.
Work harmoniously and professionally with co-workers and supervisors.