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Core Agent

3 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Four Seasons Hotels and Resorts Full time
Basic Purpose:
  • To handle all incoming calls from outside and direct them accordingly.
  • To respond to guests' queries regarding accommodation and restaurant availability.
  • To describe the hotel and its features effectively to enhance the booking process.
  • To input all necessary information into the appropriate systems and ensure guest satisfaction and smooth operations.
  • To manage guests' needs such as wake-up calls, housekeeping orders, chat messages, and maintenance requests.
  • To maintain the hotel's phone systems.
Essential Functions:
  • To manage incoming and in-house calls.
  • To secure sales from reservations calls and coordinate reservation details.
  • To respond to general reservation emails and handle mail distribution.
  • To notify the Manager of any special attention or VIP guests and assist in coordinating their arrivals.
  • To complete daily checklists related to Rooms, PBX, and Restaurants.
  • To keep the daily information sheet updated and ensure all team members are informed.
  • To contact guests or travel planners to clarify preferences before their arrival.
  • To update OpenTable as needed.
  • To conduct wake-up call procedures effectively.
  • To be knowledgeable about PBX operations, guest phone issues, and maintain inventory of related materials.
  • To respond to chat messages promptly and professionally.
  • To maintain discretion regarding hotel clients and employees' information.
  • To adhere to Four Seasons standards for sales and marketing and collaborate effectively with colleagues.
  • To handle guest complaints following hotel policy.
  • To be well-informed about hotel information, selling techniques, facilities, and special activities.
  • To be available for flexible schedules and proficient in night shifts.
  • To assist other departments during busy periods.
  • To carry out additional tasks as assigned by hotel management.
  • Standard Duties:
  • To uphold Four Seasons core standards and service culture consistently.
  • To report to work on time in proper uniform with high standards of appearance and hygiene.
  • To provide exceptional and friendly service that surpasses guests' expectations.
  • To participate in training sessions as required.