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:
Here at Palm Beach Island’s only Five-Star, Five-Diamond resort, the feel is timeless, charming, and intimately connected to our private beachfront just steps beyond our front door. Every detail and memorable experience tells the story of the warmth and spirit of our iconic island. Dining at Four Seasons Resort Palm Beach is an experience in and of itself, with inspiration drawing from a Michelin star collaboration and the local elements. The crowning jewel of the Resort is Florie’s, the only restaurant and bar in the United States in partnership with Mauro Colagreco, recently recognized as Best of the Best in The World's 50 Best Restaurant awards. Write the next chapter of your career in an authentic Palm Beach paradise.
Four Seasons Resort Palm Beach is seeking a Communications Specialist to join our exceptional Reservations team. Don't miss this unique opportunity to be part of our award-winning team, while beginning your career with the world's leading luxury hotel company!
Four Seasons Resort Palm Beach is part of a shared services collection with shared ownership that encompasses Four Seasons Hotel and Residences at The Surf Club and Four Seasons Hotel and Residences Fort Lauderdale. The ability to embrace, collaborate and support the “Shared-Services Model” while aligning efficiencies within the hotel cluster is crucial. This role is based at Four Seasons Resort Palm Beach (PBF) your home hotel and reports to the Director of Reservations. The ability to travel and work on-site at any of the South Florida properties as required with notice is essential.
What you will do
- Use a consultative sales approach to identify guests’ needs and make relevant, personalized recommendations, and answer questions guests may have.
- Actively seek opportunities to recommend additional services that add value to the guest experience.
- Book reservations ensuring a high degree of accuracy.
- Clearly explain rates, availability and cancellation policies pertaining to the reservation. Respond to customer service inquiries in a professional, personalized manner ·
- Liaise with hotel teams on behalf of guests and travel professionals.
- Meet or exceed established quality and productivity goals.
- Provide support through chat and phone calls as needed
- Support Managers/Supervisors in ensuring all ResCom agents are meeting standards and are performing e-mail handling at expected level.
- Assist Manager/Supervisors with coaching and feedback to all agents promptly.
- Respond to all guest inquiries, booking requests, and service issues promptly and professionally.
- Ensure all emails are answered within the hotel’s standard response times.
- Use templates and personalized messages to maintain consistency and quality in communications.
- Monitor and manage the hotel’s main email inbox, categorizing and prioritizing and highlighting urgent emails as needed
- Provide exceptional customer service to ensure guest satisfaction and loyalty.
- Address guest complaints and issues effectively, providing appropriate solutions and alternatives.
- Follow up on guest interactions to ensure resolution and satisfaction.
- Coordination and Collaboration with Reservations Department and Sales Managers
- Liaise with various departments (e.g., reservations, housekeeping, food and beverage) to coordinate guest requests and ensure seamless service delivery.
- Communicate with the front desk and other relevant teams to stay updated on guest arrivals, departures, and special requests.
- Support with training and mentor junior communications agents, ensuring they understand and adhere to the hotel’s standards and procedures.
- Provide ongoing support and feedback to team members to enhance their performance and professional development
- Conduct regular audits of email communications to ensure compliance with hotel standards and protocols.
- Implement improvements based on guest feedback and industry best practices.
- Develop and update email templates and response guidelines.
- Maintain accurate records of email communications and guest interactions
- Prepare regular reports on email response times, guest satisfaction, and other key metrics.
- Analyze trends and identify areas for improvement in email communication and guest service processes.
What you bring
- Must be able to work all shifts including AM, PM, weekends and holidays.
- Must be fluent in reading, writing and spoken English
- Must be able to analyze guest situations and make suggestions that meets and exceeds the guest’s expectations of the hotel.
- Ability to analyze, prioritizes, organize, multi-task and follow up with a strong sense of urgency.
- Excellent interpersonal, typing and communication skills, as well as a positive attitude.
- Strong working knowledge of computers including but not limited to Microsoft Office and Opera PMS.
- Skills and ability to learn and master multiple software systems.
- 1-2 years’ experience in an administrative setting
What to Expect
Competitive Salary & Wages
401(k) Retirement Plan
Excellent Training and Development opportunities
Complimentary Accommodation at other Four Seasons Hotels and Resorts
Complimentary Dry Cleaning for Employee Uniforms
Complimentary Employee Meals
… and so much more!
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