Reservation (CORE) Agent

About the role

Four Seasons Hotel Silicon Valley is seeking a CORE Agent (Reservation/PBX Operator) to deliver exceptional service through warm, professional phone interactions and efficient reservation management.

Responsibilities

• Handle room reservations, In-Room Dining orders, and manage all incoming calls according to Four Seasons Standards.
• Capture sales from incoming reservation calls and coordinate details for each booking.
• Utilize sales tools to increase conversion rates for incoming calls.
• Contact guests or travel planners to clarify preferences or requests before arrival.
• Confirm and guarantee non-guaranteed reservations; clear waitlisted reservations.
• Review guest reservations and profiles daily to prepare for arrivals using Opera and Golden systems, including:
  • Updating essentials and preferences from other hotels.
  • Adding guest photos to profiles for recognition.
  • Creating departmental notes and traces for guest preferences.
  • Managing Incognito or PR profiles appropriately.
  • Merging duplicate profiles, ensuring the Webmaster profile remains primary.
• Monitor same-day arrivals using the Golden Dashboard in Key.
• Respond to General Reservations emails, distribute mail, and process brochure requests.
• Monitor and reply to incoming Chat Messages via FS Messengers, involving other departments as needed.
• Prepare welcome letters for VIP and Preferred Partner guests.
• Take In-Room Dining orders with efficient telephone etiquette, ensuring all necessary details are captured.
• Anticipate guest needs, ascertain satisfaction, and respond urgently to concerns or requests.
• Coordinate amenity deliveries, ensuring prompt and accurate fulfillment.
• Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as outlined in EmPact.
• Handle guest complaints in accordance with Four Seasons policy.

Requirements

• Experience as a customer service professional with excellent phone skills and a passion for hospitality.
• Basic computer system skills and comfort communicating over the telephone.
• Proficiency in reading, writing, and speaking English.
• Flexible schedule, including weekends, holidays, and nights.
• Must provide proof of eligibility to work in the United States.
• Ability to sit for long periods of time.

Pay

$27.31/hour

Benefits

• Competitive wage.
• Medical, dental, and vision insurance.
• Holiday, vacation, and sick pay.
• 401k participation with company matching.
• Complimentary stays at Four Seasons worldwide (subject to availability).
• Free employee meals prepared by the culinary team.
• Complimentary dry cleaning of employee uniforms.
• Free employee parking.