COMPLETE Core Agent - Houston

BASIC PURPOSE: Selling hotel guest rooms and restaurant reservations, arranging details of guest reservations with a high degree of accuracy and personalization. Answers and directs phone calls, pages, radio requests and faxes in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. Completes administrative and verification tasks related to guest reservations, employee reservations, call volume, and revenue tracking. Coordinates work with and assists other members of the Core Agent team.

ESSENTIAL FUNCTIONS:

1. Answers phone inquiries in an efficient and friendly manner, using guest names and routing calls to proper extensions.

2. Handles all guest interactions and reservations with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with high-speed Internet service, telephone and facsimile services, hotel services, hours of operations, reservations details, key hotel personnel, in-house events, directions, etc.

3. Utilizes and ensures proper working condition of the telephone system, the hotel computer systems (e.g. property management, paging and radio systems), high-speed Internet system and facsimile machines.

4. Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.

5. Work harmoniously and professionally with co-workers and supervisors. Respond, when possible, to assist in “crunch” situations.

6. Monitors and responds to hotel fire control panel and emergency and safety situations in an efficient and professional manner.

7. Communicate guest orders including any special needs or requests to the kitchen using the hotel’s point-of-sales system; check completed kitchen orders with the guest’s original order; coordinate delivery of items to the guestroom by Room Service Servers in a timely manner to ensure proper food quality; properly and accurately close guest checks; record guest charges and coordinate amenity delivery/requests.

8. Accepts and delivers wake-up calls, messages and facsimiles in a timely manner

9. Assists IT, Banquets and Concierge with installation and repairs of telephone, facsimile or high-speed Internet services in the guest room or public area meeting space.

10. May perform other duties as assigned.

11. Ability to work overnight shifts including weekends and holidays based on business demands.

NON-ESSENTIAL FUNCTIONS:

Perform other duties or projects as assigned by hotel management and staff.

 

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf