Concierge

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

Welcome to wine country luxury. In the food and wine capital of North America, Four Seasons welcomes you to a one-of-a-kind wine country resort set within a world-class vineyard. Discover innovative and seasonal cuisine at Michelin-starred Auro, holistic spa rituals at Spa Talisa and thoughtfully personalized Four Seasons service. Raise a glass to all the best in life as you soak in magnificent views of Napa Valley from this Forbes Travel Guide Five-Star resort.

About the role

The Concierge will respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons' policies.

What you will do

• Works with guests pre arrival and in house to ascertain preferences and provide insightful recommendations.
• Conducts pre arrival process to contact all future guests to arrange services including but not limited to Wine Tastings, Dining Reservations, shipping packages, various Transportation methods, and researching different vendors and service providers.
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner. Interactions with guest will be in person, phone, FS Chat and by email.
• Utilizes a variety of software programs. Communicates with internal personnel and departments via radio, Hotsos and phones. Chats guests via messenger application and utilizes Four Seasons guest recognition program. Concierge system to track all requests and Opera to ensure proper billing.
• Assures that desk collateral and information for restaurants, wineries, museums, attractions, maps and other local attractions are updated and current.
• Knows what activities are available in the Valley and establishes close contacts with vendors in these areas in order to provide information, ticketing and reservations for guests.
• Assists with responsibilities and duties in the absence of or due to heavy volume in areas of Guest Services, lobby coverage and phone coverage for ResComm.
• Provides basic trouble-shooting support for in-room services such as internet, TV movies, games and Web service.
• Works closely with Guest Service staff to ensure smooth handling of guest luggage, guest escorts, deliveries and special requests.

What you bring

• Preferred experience in a luxury hotel in Front Office and/or Concierge or Guest Services.
• Knowledge of Napa Valley and surrounding areas, highly desirable, however not required.
• Strong written and oral presentation skills.
• Previous sales experience (upselling), highly desirable.
• Strong problem solving skills, ability to handle difficult situations and guests.

What we offer

• Hourly: $28.88
• Cigna medical and dental benefit options
• Complimentary accommodation at other Four Seasons Hotels and Resorts
• Complimentary Employee Meals
• 401k Retirement Plans

Schedule

• Full Time availability
• Flexible for early morning, mid-day, and evening shifts in order to support 24/7 operational business needs