Job Description

• 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\xe2\x80\x99 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

Four Seasons Hotels