Substitute Core Agent

About the Role

Four Seasons Hotel New York Downtown is seeking a Substitute Core Agent who shares a passion for excellence and infuses enthusiasm into everything they do. This role is vital to shaping the guest experience by providing exceptional knowledge and service in support of our world-renowned hotel. You will report to the Core Manager and be part of a team that prides itself on excellent service, inclusion, collaboration, and mutual respect.

As a Substitute Core Agent, you will contribute to new ideas, offer solutions, and collaborate with all departments at the heart of the operation. In return, you will receive the same level of care and support we expect to be shared with our employees, backed by our impressive Employee Value Proposition.

Responsibilities

• Sell the hotel and provide information to prospective guests, capturing sales from incoming calls and coordinating reservations for Hotel Rooms, Spa, Restaurant/Bar, and Room Service.
• Ensure guests are well looked after from the start.
• Maintain flawless operation of all communication channels, including the hotel’s phone and paging system.
• Provide general information about the hotel, assist callers, and respond to emergencies by connecting to the appropriate individuals via phone or radio.
• Act as the friendly and courteous voice of Room Service and Housekeeping teams.
• Serve as an authority on all available food menus, including daily specials, alternative cuisine, and beverage lists, while making recommendations to accommodate guests’ preferences and dietary restrictions.
• Oversee the entire sequence of service, ensuring guest accommodations, calls, food and beverage orders, and housekeeping requests are processed correctly and within stated delivery times according to Four Seasons Standards.

Requirements

• Affinity for guest service with a passion for hospitality.
• Experience as a customer service professional with excellent phone skills, multitasking abilities, and problem-solving capabilities.
• Comfortable with computer systems and communicating over the telephone.
• Excellent personal presentation and interpersonal skills, with a pleasant voice and positive attitude.
• Fluency in reading, writing, and spoken English is required due to heavy guest contact.
• Ability to assume responsibility for the department in the absence of a manager.
• Solid food and beverage knowledge.
• Flexible schedule with availability to work all shifts, weekends, and holidays.
• Work authorization for the location is required.

Benefits

• Access to a robust benefits plan.
• Opportunities to build a successful career with global potential.
• Engagement in diverse and challenging work.
• Recognition for excellence and pride in work well done.

Pay

Hourly rate of pay range: $30–$39.

About the Location

An architectural icon in the heart of Lower Manhattan, Four Seasons Hotel New York Downtown is steps away from the city’s most authentic neighborhoods. Located in TriBeCa, where art meets architecture, the hotel offers a globally inspired Spa with a heated indoor pool and dining at CUT by renowned celebrity chef Wolfgang Puck. The hotel is diverse, inspiring, and vibrant, embodying a new kind of urban chic.

Our Vision & Values

Vision: To be New York’s Luxury Lifestyle Icon.

Mission: To inspire meaningful connections, curate exceptional experiences, and deliver passionate service with kindness, care, and a commitment to excellence.

Purpose: To enrich the lives of employees, guests, and the community around us.

Values:

• We think differently.
• We are client obsessed.
• We have passion.
• We own it.
• We truly care about each other.
• We have integrity.

Awards: Forbes 5 Stars Hotel & 5 Stars Spa, Forbes Employee of the Year 2020, AAA 5 Diamonds, Virtuoso Best Newcomer 2017.