Overnight Communications Coordinator

Four Seasons Hotels and Resorts•Palm Beach, FL

20h•Onsite

About The Position

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. Here at Palm Beach Island’s only Five-Star, Five-Diamond resort, the feel is timeless, charming, and intimately connected to our private beachfront just steps beyond our front door. Every detail and memorable experience tells the story of the warmth and spirit of our iconic island. Dining at Four Seasons Resort Palm Beach is an experience in and of itself, with inspiration drawing from a Michelin star collaboration and the local elements. The crowning jewel of the Resort is Florie’s, the only restaurant and bar in the United States in partnership with Mauro Colagreco, recently recognized as Best of the Best in The World's 50 Best Restaurant awards. Write the next chapter of your career in an authentic Palm Beach paradise. Four Seasons Resort Palm Beach is seeking a Full Time Overnight Communication Coordinator to join our exceptional Reservations team. Don't miss this unique opportunity to be part of our award-winning team, while beginning your career with the world's leading luxury hotel company! Here at Palm Beach Island’s only Five-Star, Five-Diamond resort, the feel is timeless, charming and intimately connected to our private beachfront just steps beyond our front door. Every detail and memorable experience tells the story of the warmth and spirit of our iconic island. In collaboration with some of the world’s best design and culinary talent including Florie’s, the only restaurant and bar in the United States in partnership with three Michelin-starred, World's Best Chef Mauro Colagreco, write the next chapter of your career in an authentic Palm Beach paradise. The Overnight Communications Coordinator plays a vital role in ensuring seamless guest communication and service delivery throughout the night. This position requires a professional, courteous, and efficient approach to all guest interactions while adhering to Four Seasons standards and policies. The Overnight Communications Coordinator is responsible for answering and directing all external and internal phone calls, handling reservation inquiries, responding to mobile app and chat communications, managing radio dispatch requests, and processing email correspondence. Every interaction must be handled promptly, accurately, and professionally to ensure the highest level of guest satisfaction. As an integral member of the In-Room Dining team, the Overnight Communications Coordinator will manage incoming dining-related calls and accurately record breakfast, lunch, and dinner orders. The role requires strong computer literacy, with preference given to candidates knowledgeable in Opera, HotSOS, and Microsoft Office. The Overnight Communications Coordinator will support the hotel’s safety and security efforts by acting as a first responder during emergencies. This includes promptly communicating critical information to the Front Office and Security teams and assisting in accordance with established emergency procedures.

Requirements

High School Diploma and above
Previous Reservations and/or Front Office, High Volume Call Center, Computers and Windows

Responsibilities

Capture sales from incoming reservations calls (Rooms, Spa, Dining, etc.) and coordinate all necessary details.
Process internal reservations for Four Seasons Resort Palm Beach, Four Seasons Hotel and Residences Fort Lauderdale, and Four Seasons Hotel at The Surf Club.
Answer all operator and main line calls efficiently and courteously, using guest names when possible, and route calls to the appropriate extensions while following proper transfer and hold procedures.
Answer phones using professional and courteous etiquette; obtain all information required to process guest dining orders according to Four Seasons standards.
Provide clear, engaging descriptions of food and beverage items, including origins, flavor profiles, and preparation methods.
Communicate guest dining orders accurately—including special requests—to the kitchen using the hotel’s point‑of‑sale system; verify completed orders against the original request; coordinate timely delivery with Overnight Bellman and IRD Servers to ensure optimal food quality.
Ensure proper use and functionality of the telephone switchboard and hotel computer systems (e.g., PMS, radio systems).
Manage Four Seasons Chat by responding to guest inquiries promptly and connecting them with the appropriate departments as needed.
Receive and process all Wholesale reservation requests via email, confirming details with agencies and supporting the Travel Industry team on WHO reservations.
Run daily departmental reports for Operations, Sales & Marketing, the Reservations Manager, and the General Manager as needed.
Answer all General Reservations and Contact Us emails for each property.
Handle guest complaints in accordance with Four Seasons policies and service recovery standards.
Process email reservation requests from external agencies and internal colleagues.
Call to confirm and/or guarantee non‑guaranteed reservations and clear waitlisted reservations.
Process pre‑arrival deposits and ensure all billing arrangements are properly secured.
Confirm all dinner and spa reservations for the following day.
Complete pre‑arrival communications for guests arriving 3, 7, and 14 days out, depending on assigned shift.
Support GRS and GRC teams with any additional required tasks.
Contact guests or travel planners to clarify discrepancies in preferences or special requests prior to arrival.
Accept and deliver wake‑up calls and messages promptly and accurately.
Handle overflow HOTSOS calls for Housekeeping, Engineering, Guest Services, Front Desk, In‑Room Dining, and additional departments as needed.
Adhere to Four Seasons Sales and Marketing standards while maintaining harmonious and professional relationships with colleagues and the Planning Committee.
Respond appropriately to any resort emergency or safety situation in accordance with the Crisis Management Plan.
Monitor and respond to the hotel fire control panel and all emergency or safety situations in an efficient and professional manner.
Ensure full understanding of the Resort’s EmPact Handbook and adhere to all Resort rules and regulations, with particular attention to Fire Safety, Hygiene, Health, and General Safety policies and procedures.
Comply with Four Seasons Category One and Category Two Work Rules and Standards of Conduct as outlined in EmPact.
Perform additional duties and responsibilities that, while outside normal routines, fall within the overall scope of the position.
Report for duty punctually, wearing the correct uniform/attire, and maintain a high standard of personal appearance and hygiene in accordance with hotel and departmental guidelines.
Deliver friendly, courteous, and professional service at all times.
Comply with all applicable local legislation.
Foster positive working relationships with colleagues and all departments by practicing The Golden Rule.
Adapt to departmental changes as required by the needs of the industry, company, or hotel.
Remain flexible and willing to take on any reasonable duties within job capability, including temporary reassignment to other departments or areas to meet business demands and guest service needs.
Attend required training sessions and departmental or hotel meetings.
Contribute to maintaining a safe workplace by identifying hazards and taking appropriate corrective action.