Guest Recognition Specialist

Four Seasons • Philadelphia, PA

91d

About The Position

The Four Seasons Hotel Philadelphia is seeking a Guest Recognition Specialist to join our Commercial team. The Guest Recognition Specialist is responsible for selling the hotel and providing information to prospective guests. To capture sales from the incoming calls and coordinate details of each reservation to ensure the guest's satisfaction.

Requirements

• Solid communication, organization and leadership skills.
• Proficient in technology Microsoft Word and Excel; Opera a plus.
• Strong ability to multi-task.
• Strong interpersonal and team player skills.
• Strong problem-solving skills.

Responsibilities

• Act as the property Profile Management Expert on Guest Recognition through the use of Golden and Key.
• Work daily on Profile Enrichment, Pre arrival reviews, Post Stay Review, leverage data through reporting.
• Provide ongoing communication to key departments on audit results, upcoming initiatives and training.
• Work with Learning manager, Reservations Leadership, and FDM to ensure that all new and existing team members are fully trained in Guest Recognition and the profile management process.
• Provide ongoing support and training around Golden and Guest Recognition.
• Capture sales from incoming reservations calls (Room, Spa and Dining) and coordinate details of each call and complete internal reservation process.
• Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.
• Complete pre-arrival communication for guests arriving.
• Process deposits for reservations that require.
• Answer incoming PBX calls in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions following proper transfer and hold procedures.
• Manage Four Seasons chat, responding to requests in a timely manner and assisting in connecting guests with necessary departments.
• Process email reservation requests from all outside agencies and colleagues.
• Answer General Reservations e-mail.
• Support the Travel Industry team as related to Wholesale and Leisure reservations needs.
• Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head.
• Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests' arrival.
• Accept and deliver wake up calls, messages and faxes in a timely manner.

Benefits

• COMPLIMENTARY Room night stays at Four Seasons worldwide.
• Employee meals prepared by our culinary team.
• Dry cleaning and alteration of employee uniforms.
• DISCOUNTED Medical, Dental, and Vision coverage.
• Parking and Septa access.
• City Fitness membership.
• ADDITIONAL PTO and Nine (9) Paid Holidays.
• 401k participation with a company matching program.
• 100% Company-Paid Parental Leave.
• Growth Opportunities with Four Seasons.

What This Job Offers

• Job Type: Full-time
• Industry: Accommodation