Core Agent

Four Seasons Hotels and Resorts•Atlanta, GA

1d•Onsite

About The Position

The Core Agent is responsible for answering and directing internal and external communication in an efficient, courteous, and professional manner. This role involves selling the hotel and providing information to prospective guests, capturing sales from incoming calls related to room, spa, restaurant reservations, and in-room dining requests. The agent must accurately coordinate details of each reservation to ensure maximum customer satisfaction while adhering to all Four Seasons’ policies.

Requirements

Must be able to analyze guest situations and make suggestions that meets and exceeds the guests' expectations of the hotel.
Must be fluent in English.
Ability to analyze, prioritize, organize and follow up with a strong sense of urgency.
Excellent interpersonal and communication skills, in person and by computer and telephone.
Strong working knowledge of computers including but not limited to windows and various reservation systems.
Skills and Ability to learn and master multiple software systems.
Must be organized with the ability to handle multiple tasks.

Nice To Haves

Previous hotel experience in a Reservations, Front Office, Sales and Marketing is preferred.

Responsibilities

Answers phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions.
Capture sales for incoming calls related to room, spa, restaurant reservations and in-room dining requests.
Accurately coordinate details of each reservation or request.
Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head.
Manage the general reservations and guest communication e-mail inboxes.
Accepts and delivers 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 communication and obtain pre-arrival information.
Confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.
Run appropriate reports checking for special requests or those requiring procedural actions, hard block key room assignments, inform Manager of any reservation requiring Special Attention.
Assist GRS in guest recognition efforts by pre-clearing reservations to identify existing return guest profiles and acknowledge those requiring VIP or Special Attention.
Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guest’s arrival.
Monitor Front Desk and Central Team reservations made the night prior, address any reoccurring issues.
Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
Monitors and respond according to the crisis management plan to any property emergency or safety situation.
Performs installation and repairs of telephone, facsimile or high-speed internet services in the guest room or public area meeting space.
Comply with Four Seasons’ Work Rules and Standards of Conduct.
Perform appropriate duties as assigned by Management.
Work harmoniously and professionally with co-workers and supervisors.