Reservation (CORE) Agent

Four Seasons Hotels and Resorts•Palo Alto, CA

9d•Onsite

About The Position

Four Seasons Hotel Silicon Valley is currently looking for a CORE Agent (Reservation/PBX Operator). This role reports to the CORE Manager and is responsible for assisting with room reservations, in-room dining order taking, and managing all incoming calls to the hotel according to Four Seasons Standards. The agent will capture sales from incoming reservation calls, coordinate reservation details, and utilize a 'sales toolbox' to convert calls. They will also contact guests or travel planners to clarify discrepancies, confirm or guarantee reservations, and clear waitlisted reservations. A key part of the role involves reviewing guest reservations and profiles daily to prepare for arrivals, ensuring essential information and preferences are updated and incorporated. This includes adding pictures to profiles for recognition, actioning preferences by creating departmental notes and traces, and managing Incognito or PR profiles. The agent will also merge duplicate profiles, check for same-day arrivals, answer general reservations emails, retrieve and distribute mail, and process brochure requests. Additionally, they will monitor and respond to incoming chat messages, assist in preparing welcome letters for VIP guests, and take in-room dining orders with efficient telephone etiquette. The role requires anticipating guest needs, ensuring satisfaction, offering suggestions, and responding urgently to guest concerns. Coordinating amenity delivery and complying with Four Seasons’ Work Rules and Standards of Conduct are also essential functions. Handling guest complaints in accordance with Four Seasons policy is expected.

Requirements

An experienced customer service professional with excellent phone skills, ability to multitask and have a passion for service and hospitality
Requires basic computer system skills as well as comfortable communicating over the telephone
Requires reading, writing and oral proficiency in the English language
Flexible schedule to include weekends, holidays and nights
Must provide work authorization document - proof of eligibility to work in the United States of America
Position requires sitting for long periods of time

Responsibilities

Assist with room reservations, In Room Dining Order taking, and manage all incoming calls to the Hotel according to Four Seasons Standards
Capture sales from in-coming reservations calls and coordinate details of each reservation
Utilize the “sales tool box” to increase the likelihood of converting calls
Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival
Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations
Review all guest reservations and profiles daily to prepare for arrivals, using the pre-arrival screen in Opera and Golden
Action preferences by creating departmental notes and traces to notify the department
Action guest preferences for Incognito or PR profiles ensuring proper profile management of the of the corresponding PR/Incognito profile
Merge duplicate profiles for arriving guests ensuring the Webmaster profile is maintained as the primary when applicable
Check for Same-day arrivals throughout the shift using Golden Dashboard in Key to assist with identifying any arrival that was not captured
Answer General Reservations e-mail, retrieve and distribute mail and process brochure requests
Monitors incoming Chat Message via FS Messengers and reply or add other departments to the conversations when appropriate
Assisting in preparing the welcome letter for the arrival of VIP, Preferred Partner guests etc
Assist in taking In Room Dining orders with efficient telephone etiquette while obtaining all information necessary to process the guest’s order according to Four Seasons Standards
Anticipate guest needs, ascertain satisfaction, and offer suggestions, and respond urgently and appropriately to guest concerns and requests
Coordinate amenity deliver by ensuring that all requests are received, filed, ordered from kitchen and delivered in a prompt and accurate fashion
Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact
Handle guest complaints in accordance with Four Seasons policy