Job Description

Basic Function : Answers and directs phone calls, responds to FS Chat, pages through HOTSOS, radio requests and faxes in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. Role and Responsibilities: ESSENTIAL FUNCTIONS :

• Answers phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions.
• Monitors and responds to guest within 90 seconds over FS Chat.
• Monitors and assign/ perform task received in HOTSOS.
• Use of Golden at all times when on shift.
• Handles all guest interactions 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, key hotel personnel, in-house events, directions, etc.
• The ability to assist with "Do Not Disturb" requests, screening calls, "No Information" calls, busy extensions, transferring calls, call forwarding, call holding, call pick-up, call waiting, collect calls, conference calls, locators, dialing long distance international, take a written message for the guests or offer a voice mail message if applicable, assist caller to get his voice mail when guest is out of the hotel.
• The ability to assist callers in placement of local or long distance and prepare charges for posting to proper accounts.
• Ability to file online C form data for in house guest and updating of registration card.
• Utilizes and ensures proper working condition of the telephone switchboard, the hotel computer systems (e.g. property management, paging and radio systems), high-speed Internet system and facsimile machines.
• Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Work harmoniously and professionally with co-workers and supervisors.
• Monitors and responds to hotel fire control panel and emergency and safety situations in an efficient and professional manner.
• Accepts and delivers wake-up calls, messages and facsimiles in a timely manner.
• Performs installation and repairs of telephone, facsimile or high-speed Internet services in the guest room or public area meeting space.
• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff/ as and when directed by the hotel management.
• Preparing the internal Daily Briefing Sheet and circulating to Front Office Department.
• Attends all scheduled training sessions
• Actively offers operational, employee and customer (internal and external) related feedback to management
• Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule.

• Anticipates guest needs and takes ownership of guest concerns and requests; acts decisively to ensure guest satisfaction; reports all glitches to Assistant Manager for further follow up
• Is highly sensitive to guest’s preferences and special requests; offers meaningful alternatives when special requests cannot be met.
• In case of emergency, action including calling the respective department or PC members to be taken as designated by the security department corresponding with the emergency.
• Monitors and responds to all Lost & Found queries received from guests in direct, phone or email by coordinating with the security department and ensuring a timely resolution.
• While dealing with confidential information about a past, current or potential guest, the hotel or fellow employees, strict confidentiality to be maintained and should be shared only with proper permission. Also ensure in exercising, reasonable care in the protection and security of our guests, fellow employees, buildings, equipment and supplies.

NON-ESSENTIAL FUNCTIONS:

• Assist with responsibilities and duties in the absence or heavy volume in the areas of Concierge, Bell Staff, Business Center, and lobby coverage and Reservationists.
• Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
• Perform other duties or projects as assigned by hotel management and staff.
• Handle all guests’ requests and full fill them as quickly as possible.
• Be able to handle emergencies. Be trained in these procedures and be able to act upon them.

Skills and Abilities:

• Possesses excellent English, math and psychometric abilities
• Possesses finesse and personal flair; knowledge in a relevant foreign language is preferred
• Possesses aptitude and upward mobility

Education: Technical education in Hospitality management is preferred Experience: 1 - 2 years of relevant experience in 5 star hotels or resorts