Guest Experience Coordinator

3 weeks ago

Montreal, Quebec, Canada Four Seasons Hotels and Resorts Full time

About Four Seasons Hotels and Resorts

Four Seasons is a globally recognized luxury hospitality company dedicated to providing exceptional guest experiences. Our team members are committed to delivering unparalleled service at every touchpoint, ensuring lasting impressions for our guests.

Reservations & Communications Agent

We are seeking a highly motivated and customer-focused Reservations & Communications Agent to join our dynamic team. In this role, you will be responsible for managing reservations, providing information to prospective guests, and ensuring their satisfaction throughout their journey with Four Seasons.

Key Responsibilities:
  • Handle incoming reservation calls and coordinate all booking details with precision and efficiency.
  • Generate reports for various departments, providing valuable insights to support operational effectiveness.
  • Respond promptly and professionally to reservation emails and distribute incoming mail, ensuring clear communication channels.
  • Address guest requests and concerns with empathy and a commitment to resolving issues effectively.
  • Process diverse types of reservations, demonstrating adaptability and attention to detail.
  • Confirm reservations and manage waitlists meticulously, ensuring accurate records and timely updates.
  • Monitor Front Desk bookings and proactively address any discrepancies or challenges that arise.
  • Engage with guests or travel planners to clarify preferences and tailor their experiences to their needs.
  • Adhere to established sales and marketing standards, promoting Four Seasons' brand values and offerings.
  • Remain calm and composed in emergency situations, demonstrating professionalism and composure under pressure.
  • Deliver exceptional customer service through phone and email interactions, creating a positive and memorable experience for every guest.
Desired Skills:
  • Fluency in English and French is essential for effective communication with guests and colleagues.
  • Strong analytical and organizational skills are crucial for managing reservations efficiently and accurately.
  • Excellent communication and interpersonal abilities are vital for building rapport with guests and fostering positive relationships.
  • Proficiency in computer systems, including reservation software, is essential for performing daily tasks effectively.
  • The ability to handle multiple tasks simultaneously and prioritize effectively is crucial in a fast-paced environment.
  • Previous experience in hotel reservations, front office operations, or sales is highly desirable.

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