Communication Agent

Job Description

Answers phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions. (35%) 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. (20%) 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.  (10%) Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact. (10%) Work harmoniously and professionally with co-workers and supervisors. (10%) Monitors and responds to hotel fire control panel and emergency and safety situations in an efficient and professional manner. (5%) Accepts and delivers wake-up calls, messages and facsimiles in a timely manner. (5%) Performs installation and repairs of telephone, facsimile or high-speed Internet services in the guest room or public area meeting space. (5%).