Overnight Communications Agent
About the role
We are looking for a passionate and driven Overnight Communications Agent to join our team and significantly contribute to reopen our newly remodeled resort in the American Riviera, Santa Barbara! Working at the Four Seasons Resort The Biltmore in Santa Barbara offers more than just a career—it’s a chance to thrive in one of the world’s most idyllic settings. From the moment you arrive, the resort feels like a peaceful escape, surrounded by lush gardens and ocean breezes that make every day feel special. You’ll be part of a team that crafts unique spaces, where Spanish coastal elegance meets modern design, creating an environment that’s both vibrant and welcoming. Whether you live in Santa Barbara, Ventura, Goleta, Ojai, or Santa Ynez, you’ll enjoy the Mediterranean climate, easy access to world-class beaches, and proximity to renowned wine country for days-off escapes. The sense of community runs deep, and working here means becoming part of something timeless, where the resort’s storied past blends seamlessly with today's luxury.
Responsibilities
- Oversee all incoming and outgoing guest and internal communications
- Maintain Four Seasons standards for telephone etiquette and communication quality
- Have warm and professional phone polish and demeanor
- Coordinate communication between hotel departments and across properties
- Manage escalations, guest concerns, and service recovery with professionalism
- Monitors incoming Chat Message via FS Messengers and reply or add other departments to the conversations when appropriate
- Respond swiftly and effectively in any hotel emergency or safety situation.
- This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends and holidays.
- Assisting in preparing the welcome letter for the arrival of VIP, Preferred Partner guests etc.
- Handle guest complaints in accordance with Four Seasons policy
Requirements
- Previous experience in a Communications, PBX, or Front Office role within a hotel
- Strong communication skills and confident, professional telephone manner
- Excellent organization skills and attention to detail
- Ability to remain calm and make decisions in a fast‑paced environment
- A proactive, solution‑focused mindset
- Confidence working across multiple systems and stakeholders
- Excellent communication skills
- Facilitation skills
- Strong analytical and critical thinking skills (i.e. ability to identify when training is the actual solution and provide it if required)
- Coaching & Influencing skills
- Fluency in reading, writing, and spoken English is required. 2nd language is an asset
- Excellent interpersonal and communication skills, both in person and by telephone.
- Excellent and unwavering customer service.
Schedule
Schedule & Availability: As our resort operates 24/7, 365 days a year, our Overnight Communications Agent are expected to maintain flexibility to work overnight shifts, including weekends and holidays, as needed.
Pay
Hourly Rate: $23.95
Benefits
- Dynamic Employee Culture where you are encouraged to be your true self!
- Inclusive and diverse employee engagement events all year-round
- Competitive benefits (Medical, Dental, Vision, Employee Assistance Program, and 401k Retirement Plan) as well as Vacation & Holiday Pay
- Sick Pay, Disability Coverage and Life Insurance
- Exclusive discount and travel programs