Overnight Communications / Reservations (CORE) Agent

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.

Since opening in 1928, our legendary Beverly Wilshire property has been the preferred address for celebrities, royalty and the international elite. Located at the intersection of Wilshire Boulevard and Rodeo Drive, we put you in the enviable heart of Beverly Hills, with designer shopping, fine dining and postcard-worthy views at our doorstep.

About the role

The Beverly Wilshire, A Four Seasons Hotel is looking for a Hotel Communications Agent who shares a passion for excellence and infuses enthusiasm into everything they do. This position shapes guest experience by providing exceptional knowledge and service in support of our world-renowned hotels. The Hotel Communications Agent reports to the CORE Manager. Work authorization for the location is required.

Join our team at the intersection of Wilshire and Rodeo, where an international cast of personalities comes together amid urban buzz, Hollywood glamour, and a sophisticated California vibe. Experience CUT by Wolfgang Puck and become part of an iconic hotel within the Four Seasons portfolio. Work on a team built on mutual respect, collaboration, excellent service, and a passion for providing above-and-beyond guest experiences.

Responsibilities

• Answer and direct phone calls, radio requests, HotSos requests, make reservations, take in-room dining orders, telephone requests, and faxes in an efficient, courteous, and professional manner.
• Achieve maximum customer satisfaction for In-Room Dining, Housekeeping, and Engineering Departments.
• Support and assist the Front Desk team as needed; comply with any other additional requests pertaining to Hotel Communications Agent duties.
• Answer phone inquiries efficiently and friendly, using guest names when possible and routing calls to proper extensions.
• Handle all guest interactions with the highest level of hospitality and professionalism.
• Accommodate special requests whenever possible and resolve guest complaints according to Four Seasons Standards.
• Respond to all guest inquiries and requests for maintenance, housekeeping, in-room dining, spa, and reservations accurately using HotSoS, Opera, Micros, Book4time, and Rex (or any other computer application).
• Assist guests with inquiries about high-speed Internet service, telephone and facsimile services, hotel services, hours of operations, key hotel personnel, in-house events, and directions.
• Utilize and ensure proper working condition of the telephone system, HotSos, and booking system for in-room dining and spa.
• Describe in-room dining menu items to guests by offering vivid descriptions of each item, including origin, taste, and preparation methods.
• Describe spa treatments and their health/wellness benefits; sell and recommend treatments based on guest needs by providing insightful suggestions.
• Communicate guest orders, including any special needs or requests, to the kitchen using the hotel’s point-of-sales system.
• Work harmoniously and professionally with co-workers and supervisors.
• Monitor and respond to hotel emergency and safety situations efficiently and professionally.
• Accept and deliver wake-up calls, messages, and log facsimiles in a timely manner.
• Answer all incoming calls promptly with a pleasant tone of voice, using names when possible, and route calls to proper extensions.
• Assist with “Do Not Disturb” requests, screening calls, “No Information” calls, busy extensions, transferring calls, call forwarding, call holding, call pick-up, call waiting, and three-way conversations.
• Assist callers in placement of local or long-distance calls.
• Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in the Employee Handbook.
• Adhere to meal break policy and proper payroll procedures.

Qualifications

We are looking for individuals who have 1-2 years of previous experience as a Telecommunications Operator, Front Desk Agent, Spa Receptionist, Customer Service Sales Representative, Coordinator, or Order Taker in a fast-paced hotel operation. Exceptional communication skills and command of the English language are required. This position requires an applicant with a flexible schedule and the ability to work different shifts, weekends, and holidays.

Pay

• Hourly Rate (First 9 months): $28.60 (80% of contract rate)
• Hourly Rate (Next 9 months): $32.18 (90% of contract rate)
• Full contract rate: $35.75

Benefits

• Access to a robust benefit plan.
• Opportunities to build a successful career with global potential.
• Engage in diverse and challenging work.
• Recognition for excellence.