Communications Specialist (PBX)

About the role

The Communications Specialist is an integral part of the Hotel Team whose main objective is to ensure our guests are well looked after from the start. You will provide exceptional quality service to our guests through our Chat messaging system, as well as the phone. You will ensure that all incoming chat messages and phone calls are answered or routed to the correct department, as well as handle additional administrative and reservations tasks throughout your shift.

You should also be comfortable providing general information about the hotel in a detailed and informative manor.

About the location

Located in an iconic social club setting, Four Seasons Hotel at The Surf Club offers oceanfront elegance. It is situated near Sunny Isles, Miami Beach, and brings a new era of luxury to its Surfside shores.

What You Will Do

• Manage Four Seasons chat and phone calls, responding to requests in a timely manner and assisting in connecting guests with necessary departments.
• Handles all guest inquiries and interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves guest complaints in accordance with Four Seasons policy and keep supervisors informed of potential problems for corrective action.
• Completes pre-arrival reservation detail process.
• Accepts and delivers wake up calls, messages, and faxes in a timely manner.
• Handles all overflow HOTSOS calls for Housekeeping, Engineering, Guest Services, Front Desk, IRD, etc.
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
• 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.
• Monitor and respond to hotel fire control panel and emergency safety situations in an efficient and professional manner. Respond according to the crisis management plan to any resort emergency or safety situation.
• Handle restaurant reservations with prompt and professional communication, following company standards, and collaborate with the restaurant team to appropriately assign seating for owned bookings.

What You Bring

• College education or equivalent experience
• 1-2 years of experience in an administrative setting, preferably within luxury hotels & resorts

What We Offer

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Employee Discount for stays at any Four Seasons worldwide
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals
• Complimentary Parking
• Schedule & Hours: Full Time (early mornings, days, evenings weekends and holidays.)

Career Details

Candidates must have valid work authorization for the U.S. Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.

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