About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
Our Team:
Our team is our greatest asset and the key to our success. We demonstrate our beliefs in the way we treat each other and by the example we set for one another. In all our interactions with our guests, customers, business associates and colleagues, we seek to deal with others, as we would have them deal with us. Our team is built on mutual respect, collaboration, excellent service and a passion.
Who We Look For:
We look for employees who share the Golden Rule; people who, by nature, believe in treating others as we would have them treat us. We look for individuals who share a passion for excellence and who infuse that enthusiasm into everything they do.
Job Summary:
Your role will be to assist Four Seasons customers by answering and directing phone calls and guests requests in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
Being professional with excellent phone skills, ability to multitask, problem solving and have a passion for service and hospitality along with a pleasant voice and a positive attitude to achieve maximum guest satisfaction while complying with all Four Seasons’ policies, ability to understand and have full knowledge of Hotel Information;
Ability to use all systems and comfortable with all applications (Golden, Chat, Hotsos or any new application as needed) as well as communicating over the telephone;
Ability to be a team player, work harmoniously and professionally with co-workers and superior;
Positive attitude, creativity, resourcefulness, detail-orientation, service-oriented mindset;
Positively accept any changes within the department and scheduling’s needs in light of business demands;
Night shift will be requested.
Responsibilities:
Answer phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions;
Act as the first point of contact for guests, a polite, clear, and calm demeanor is crucial, especially in high-pressure situations;
Capture sales for incoming calls related restaurant reservations and accurately coordinate details of each reservation or request;
Manage the general reservations and guest communication e-mail inboxes;
Ensure that any messages for guests are accurately taken and delivered, whether they are regarding messages, calls, or special requests;
Accept and manage wake-up calls for guests following brand standards;
Properly handle “Do Not Disturb” requests, busy extensions, call transfers, and other call-related functions. Report and log any phone maintenance and operational issues;
Handle chat messages accurately and efficiently in line with brand standards;
Handle all guest interactions and complaints in accordance with Four Seasons policy and the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolves complaints;
Acquire comprehensive knowledge of the Hotel and the company, and keep updated with seasonal changes and new information;
Respond swiftly and effectively in any hotel emergency or safety situation;
Perform installation and repairs of telephone, facsimile or high-speed internet services in the guest room or public area meeting space.
Preferred Qualifications and Skills:
Minimum of a year experience working in a similar position in five-star luxury hotels
Excellent reading, writing and oral proficiency in the English and preferably in Arabic languages
Excellent computer literacy skills
Excellent customer services and communication skills
Night Shift Experience is required due to the nature of the job
Our Offering:
Deeply instilled values-based company culture
Opportunities to build a successful career with global potential
Unique strong culture - diversity of 50 different nationalities
Living accommodation in a high quality, well-resourced apartment
Excellent Training and Development opportunities
Employee Recognition Programs
Complimentary nights at FS Hotels Worldwide
Paid annual home leave tickets
Complimentary meals in employee restaurants
Free transportation to work
Medical coverage