Core Agent

Four Seasons•Atlanta, GA

6d•Onsite

About The Position

The Core Agent supports hotel reservations and guest communications by handling incoming inquiries, capturing reservations and service requests, coordinating reservation details, and responding to guest needs. The role also manages department reporting and communication inboxes, supports guest recognition and pre-arrival preparations, and helps ensure accurate room assignments and reservation records. The Core Agent responds to guest complaints and property emergencies in accordance with Four Seasons policies and procedures, and may install or repair telephone, facsimile, or high-speed internet services in guest rooms or public meeting spaces. The position requires working all shifts, including mornings, evenings, weekends, and holidays, and entails continuous sitting for most of the shift.

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.
Organization and ability to handle multiple tasks.

Nice To Haves

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

Responsibilities

Answer phone inquiries efficiently and in a friendly manner, using guest names when possible and routing calls to the appropriate extensions.
Capture sales for incoming room, spa, restaurant, and in-room dining requests and accurately coordinate reservation or 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 and obtain pre-arrival information.
Confirm or guarantee non-guaranteed reservations and clear waitlisted reservations.
Run reports to identify special requests or reservations requiring procedural action; hard-block key room assignments and inform the Manager of reservations requiring special attention.
Assist the Guest Recognition System team in guest recognition efforts by pre-clearing reservations, identifying existing returning guest profiles, and acknowledging VIP or special-attention guests.
Contact guests or travel planners to clarify discrepancies in preferences or requests before arrival.
Monitor reservations made by the Front Desk and Central Team the previous night and address recurring issues.
Comply with Four Seasons sales and marketing standards and work harmoniously and professionally with co-workers and the planning committee.
Monitor and respond to property emergencies or safety situations in accordance with 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.