Customer Service Ambassador

1 month ago

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

At Four Seasons Hotels and Resorts, we pride ourselves on delivering exceptional guest experiences. As a Full-Time Seasonal Core Agent, you will play a pivotal role in ensuring that our guests feel valued and cared for.

About the Role:

The Core Agent is responsible for managing the central telephone and chat system within the hotel, handling In Room Dining orders, diverting external and internal calls, responding to guests via chat, relaying messages from Housekeeping to the Front Office team, and assisting with reservations on a limited basis. This role requires excellent communication skills, attention to detail, and the ability to work in a fast-paced environment.

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; assist with inquiries about hotel services, hours of operation, key personnel, in-house events, and directions.
  • Take in-room dining orders from guests, and relay special requests to the kitchen using the hotel's 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.

What We Offer:

  • A competitive hourly wage of $22.50 - $23.50.
  • Access to affordable shared staff accommodation.
  • Employee theme recognition days and events.
  • 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.

Schedule & Hours:

We are open 24/7, 365 days a year, and expect our Core Agents to be flexible in working mornings, evenings, weekends, and holidays.

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