Overnight Communications Agent

Four Seasons•Santa Barbara, CA

8d•Onsite

About The Position

The Overnight Communications Agent will oversee the day-to-day operation of the Communications function, supporting service delivery across multiple departments. You will be responsible for guest and internal communications, including calls, messages, and requests, are handled efficiently and in line with Four Seasons standards. This role requires strong communication, consistency, and the ability to maintain quality across a high volume. You will act as a key point of contact for operational communication, ensuring clarity, speed, and accuracy at all times.

Requirements

Previous experience in a Communications, PBX, or Front Office role within a hotel
Strong communication skills and confident, professional telephone manner
Excellent organization skills and attention to detail
Ability to remain calm and make decisions in a fast-paced environment
A proactive, solution-focused mindset
Confidence working across multiple systems and stakeholders
Excellent communication skills
Facilitation skills
Strong analytical and critical thinking skills (i.e. ability to identify when training is the actual solution and provide it if)
Coaching & Influencing skills
Fluency in reading, writing, and spoken English is required.
Excellent interpersonal and communication skills, both in person and by telephone.
Excellent and unwavering customer service.

Nice To Haves

2nd language is an asset

Responsibilities

Oversee all incoming and outgoing guest and internal communications
Maintain Four Seasons standards for telephone etiquette and communication quality
Have warm and professional phone polish and demeanor
Coordinate communication between hotel departments and across properties
Manage escalations, guest concerns, and service recovery with professionalism
Monitors incoming Chat Message via FS Messengers and reply or add other departments to the conversations when appropriate
Respond swiftly and effectively in any hotel emergency or safety situation.
Assisting in preparing the welcome letter for the arrival of VIP, Preferred Partner guests etc.
Handle guest complaints in accordance with Four Seasons policy

Benefits

Medical
Dental
Vision
Employee Assistance Program
401k Retirement Plan
Vacation & Holiday Pay
Sick Pay
Disability Coverage
Life Insurance
Exclusive discount and travel programs with Four Seasons Hotels and Resorts around the world
Complimentary Employee Meals
Comprehensive learning and development programs