Reservations & Communications Agent

About Four Seasons

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.

About the location:

Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue – find the best of both big city adventure and a tropical getaway – arrive at our lifestyle-inspired lobby, savour the fun and flavourful dining experiences, and spend the day with a swim or sway in a hammock within our two-acre sun-kissed sanctuary. It’s all set against the Miami skyline overlooking the city’s fashionable art, dining, and entertainment scenes just minutes from our doorstep.

Four Seasons Hotel Miami is looking for a ResComm Agent who shares a passion for excellence and who infuses enthusiasm into everything they do. Our employees have the opportunity to shape our guests experience by providing exceptional knowledge and service in support of our world-renowned organization.

About Us

Dominating Miami's sparkling 70-storey skyline, Four Seasons Hotel Miami is a sleek landmark that combines contemporary luxury with resort-style amenities, just a block from Biscayne Bay. Conveniently accessible to the city's prime attractions, the Hotel offers 182 guest rooms and 39 suites, an extensive spa and health club, bars and restaurants. As a centerpiece is a magnificent two-acre terrace featuring three outdoor swimming pools surrounded by 12 cabanas. The terrace also features a unique wading pool designed to resemble a palm orchard planted in the water and a poolside bar and lounge.

Four Seasons has been on FORTUNE magazine’s ‘100 Best Companies to Work For’ every year since 1998... Come and find out why! With over 99 hotels in 38 countries, Four Seasons is dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality. The deeply instilled Four Seasons culture is personified by its employees – people who share a single focus and are inspired to offer great service.

About The Position

The ResComm Agent sells hotel guest rooms, arranges details of guest reservations with a high degree of accuracy and personalization. Answers and directs phone calls, pages, radio requests and faxes in an efficient, courteous, and professional manner to achieve maximum customer satisfaction while complying with all Four Seasons’ policies and standards. Completes administrative and verification tasks related to guest reservations, employee reservations, call volume, and revenue tracking. Coordinates work with and assists other members of the ResComm team and the other departments.

Essential Functions

• Answer and action several telephone call inquiries in an efficient and friendly manner, using guest names and routing calls to proper extensions.
• Handle Hotel and Condos reservations made both at the hotel and through other channels with a high degree of accuracy and attention to detail and guest satisfaction.
• Successfully complete a room reservation for any given time period knowing what types of accommodation, rates and special services are available. In addition, the ability to properly code all said reservations as to the rate type, source, travel agent, etc. Lastly, able to clean reservations in accordance with the latest cleaning procedures
• Successfully create Dining Reservation for the main restaurant. Additionally, able to accurately take and share In Room Dining orders during periods of high demand.
• The ability to recite all information regarding hotel facilities, hours of operation, key personnel, special activities, and functions in the hotel.
• Determine what a potential guest is looking for in room accommodations and participate in problem solving situations while keeping the Reservations Supervisor and Manager well informed.
• Utilize Golden, our guest profile system, to ensure maximum accuracy and recognition.
• Handle all guest interactions via phone calls, emails, messenger, or faxes with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; telephone and facsimile services, hotel services, hours of operations, reservations details, key hotel personnel, in-house events, directions, etc.
  
  

Preferred Qualifications And Skills

• Written, spoken and reading proficiency in the English language.
• Written, spoken and reading proficiency in the Spanish language preferred.
• Computer knowledge: should be comfortable in PC applications: Word, Excel, e-mail. Will train on hotel-specific software.
• Education: High School Diploma.
• Experience: previous Reservations and/or Front Office on High Volume Call Center.
• Strong Customer Service and Communication Skills.
• Strong Interpersonal Skills
  
  

Benefits Four Season Employees Enjoy

• Competitive Employee Health, Basic Dental and Vision Insurance
• Complimentary Rooms Nights at Four Seasons
• Exclusive discount and travel programs with Four Seasons
• Vacation, Sick and Holiday Pay
• Paid Parental Leave
• 401k plan with match
• Energizing Employee Culture where you are encouraged to be your true self!
• Comprehensive learning and development programs to help you master your craft.
• Inclusive and diverse employee engagement events all year-round.
• And so much more!
  
  

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf