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The Overnight Communications Coordinator plays a vital role in ensuring seamless guest communication and service delivery throughout the night. This position requires a professional, courteous, and efficient approach to all guest interactions while adhering to Four Seasons standards and policies.
Job Responsibility:
Answer and direct all external and internal phone calls
Handle reservation inquiries
Respond to mobile app and chat communications
Manage radio dispatch requests
Process email correspondence
Manage incoming dining-related calls
Record breakfast, lunch, and dinner orders
Act as a first responder during emergencies
Communicate critical information to Front Office and Security
Capture sales from incoming reservations calls
Process internal reservations for multiple properties
Provide descriptions of food and beverage items
Communicate guest dining orders to kitchen
Manage Four Seasons Chat
Receive and process Wholesale reservation requests
Run daily departmental reports
Answer General Reservations and Contact Us emails
Handle guest complaints
Process email reservation requests
Call to confirm and/or guarantee reservations
Process pre-arrival deposits
Confirm dinner and spa reservations
Complete pre-arrival communications
Support GRS and GRC teams
Contact guests to clarify discrepancies
Accept and deliver wake-up calls
Handle overflow HOTSOS calls
Adhere to Sales and Marketing standards
Respond to resort emergencies
Monitor hotel fire control panel
Requirements:
High School Diploma and above
Previous Reservations and/or Front Office experience
High Volume Call Center experience
Computers and Windows experience
Strong computer literacy
Knowledge of Opera, HotSOS, and Microsoft Office preferred
Nice to have:
Knowledge of Opera, HotSOS, and Microsoft Office
What we offer:
Competitive Salary & Wages
401(k) Retirement Plan
Excellent Training and Development opportunities
Complimentary Accommodation at other Four Seasons Hotels and Resorts