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Core Agent

2 months ago

Whistler, British Columbia, Canada Four Seasons Hotels and Resorts Full time
About Four Seasons

Four Seasons Hotels and Resorts is a world-renowned hospitality company that prides itself on delivering exceptional guest experiences. Our team members are the backbone of our success, and we're committed to creating a world-class employee experience that enables them to deliver unforgettable moments for our guests.

About the Role

We're seeking a highly skilled and customer-focused Core Agent to join our dynamic team at Four Seasons Resort & Residences Whistler. As a Core Agent, you'll play a pivotal role in managing our central telephone and chat system, taking in-room dining orders, and providing exceptional service to our guests.

Key Responsibilities
  • Answer phone inquiries efficiently and courteously, using guest names when possible and directing calls to the appropriate extensions.
  • Handle all guest interactions with the utmost hospitality and professionalism, accommodating special requests and resolving complaints.
  • Take in-room dining orders from guests and relay special requests to the kitchen using our point-of-sale system.
  • Coordinate timely delivery of orders by Room Service Servers according to Four Seasons standards.
  • Provide alternative menu recommendations based on guest preferences and promote goods or services.
  • Assist guests with amenity requests, explain service types and costs, prepare corresponding charges, and handle refunds, exchanges, and credits for returned services.
  • Prepare a daily amenity list for delivery by Room Service Servers.
  • Assign rooms to Room Attendants, dispatch Housemen/Runners as needed, and support day-to-day Housekeeping Operations.
  • Utilize and ensure the proper working condition of the telephone switchboard and hotel computer systems.
  • Communicate with all departments through various platforms, such as Teams, HotSOS, Rex, and email, to promptly and accurately address specific requests and demands.
  • Engage with guests via multiple platforms, including FS Messenger, phone, and email.
  • Respond swiftly and effectively in any hotel emergency or safety situation.
  • Demonstrate teamwork, working harmoniously and professionally with colleagues and superiors.
  • Maintain the highest level of professionalism with a friendly and calm demeanor.
Requirements
  • 1-2 years working in hotels or customer service.
  • Previous experience with Opera PMS preferred.
  • Must have excellent verbal and written skills in English.
  • Strong phone skills needed.
  • Excellent commitment to service and teamwork.
  • Great attention to detail and the ability to work in a fast-paced environment.
  • Ability to work in Canada.
What We Offer
  • Access to affordable shared staff accommodation.
  • Employee theme recognition days and events - Employee of the Month, Years of Service celebrations, birthday events, etc.
  • Complimentary meal per shift in our employee dining room.
  • Paid time off; vacation days and additional floating holidays per year.
  • Excellent training and development program.
  • Discovery Nights at Four Seasons worldwide.