Reservation (CORE) Agent

Four Seasons is a globally renowned luxury hospitality company powered by a diverse and passionate team of individuals committed to excellence. The company prides itself on pushing boundaries to achieve new heights in service and experience, fostering a culture of mutual respect and genuine care. With a presence in prime locations worldwide, Four Seasons creates unforgettable experiences for guests, residents, and partners by delivering exceptional luxury service with heartfelt sincerity. The organization's commitment to its employees is equally strong, focusing on providing a world-class employee experience and a supportive, inclusive company culture that nurtures personal and professional growth.

Located at the heart of Silicon Valley, Four Seasons Hotel Silicon Valley represents a contemporary hub of innovative hospitality. This location blends the region's rich technological heritage with vibrant cultural elements like sports, music, and local adventures, creating a unique urban retreat. The hotel emphasizes a personalized approach to guest services, ensuring that every interaction leaves a lasting impression. By recognizing returning guests and welcoming new ones with warmth and professionalism, Four Seasons Hotel Silicon Valley upholds the core values that define the brand globally.

The role of the CORE Agent (Reservation/PBX Operator) at Four Seasons Hotel Silicon Valley is an integral part of maintaining the hotel's standard of excellence. Reporting directly to the CORE Manager, this position requires a customer service professional with excellent telephone skills and a passion for hospitality. The CORE Agent is responsible for managing incoming calls, assisting with room reservations, and handling in-room dining orders while adhering to Four Seasons' high standards.

This role involves capturing sales opportunities from reservation calls, coordinating reservation details, and using the "sales tool box" to enhance conversion rates. The agent also communicates proactively with guests or travel planners to clarify preferences and requests prior to arrival, confirms or guarantees reservations, and manages waitlisted bookings. Daily review of guest profiles and preferences using tools like Opera and Golden is essential to prepare for arrivals and personalize experiences. This includes updating guest information, merging profiles, and ensuring departmental notes and traces are created for smooth guest service delivery.

Additional responsibilities include managing general reservation emails, brochure requests, and chat messages, assisting with welcome letters for VIP and Preferred Partner guests, and ensuring accurate and prompt delivery of guest amenities. The position demands a high level of attentiveness to guest satisfaction, the ability to anticipate needs, and managing complaints in line with company policies.

Four Seasons values flexibility, requiring agents to work varied schedules including weekends, holidays, and nights. The company offers competitive compensation at $27.31 per hour, comprehensive benefits including medical, dental, and vision insurance, retirement plans with company matching, paid time off, and perks such as complimentary stays worldwide and free employee meals. Working at Four Seasons Hotel Silicon Valley promises a supportive team environment with ample opportunities to build a rewarding and globally recognized career in luxury hospitality.