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About the Role

The Four Seasons Hotel New York Downtown is seeking a Guest Services Agent who embodies the company's values and possesses a passion for excellence. This role is crucial in shaping the client experience by providing exceptional service within a Forbes 5 Star and AAA 5 Diamond rated hotel. The Guest Services Agent will contribute to new ideas, offer solutions, and collaborate with all departments, playing a vital part in the hotel's operation.

Responsibilities

Welcome and register hotel guests, explaining accommodations and establishing credit or payment method.
Check guests out of the hotel, preparing and explaining the bill.
Respond to a wide variety of guest requests by accurately assessing needs and requests, adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
Check in guests efficiently and in a friendly manner, using the guest name whenever possible.
Assure guests are assigned their requested room type and the correct rate is charged.
Arrange for luggage to be delivered to the guest room and issue correct keys.
Check out guests at the end of their stay.
Ascertain guest satisfaction, collect keys, post late charges, and present the bill to the guest.
Settle bills accurately through credit card or cash transactions.
Maintain a balanced bank assigned by the hotel.
Make change, cash checks, and exchange foreign currency.
Reconcile all transactions at the close of each shift.
Handle all guest interactions with the highest level of hospitality and professionalism.
Accommodate special requests whenever possible.
Resolve customer complaints.
Assist customers with inquiries regarding hotel services, hours of operation, key hotel personnel, in-house events, and directions.
Respond to all guest requests accurately and in a timely manner, interacting in person and by phone.
Utilize various computer systems to check guests in and out, run daily reports, and select/block rooms for arriving guests.
Accept reservations, changes, and cancellations in the absence of CORE Department Staff.
Answer guest calls and direct them appropriately in the absence of a Hotel Communications Agent.
Quote and be familiar with room and rate availability for current and future dates.
Select and block rooms for arriving guests.
Pre-register individuals or groups as required.
Assist in escorting VIPs and return guests to their rooms as requested.
Work closely with Concierge staff to coordinate the efficient handling of guest luggage and follow up on guest inquiries.

Requirements

Work authorization for the location is required.
Knowledge of Front Desk Operations.
Good communication skills.
Physical mobility including lifting, walking, bending, and moving objects up to 50 lbs.
Speaking, writing, and reading English is required.
Positive attitude and willingness to learn.

Skills

Exceptional service
Inclusion & belonging
Collaboration
Mutual respect
Client obsessed
Enthusiastic
Optimistic
Passionate
Self-driven
Solution oriented
Team-oriented
Organized
Pro-active
Integrity

Location

New York Downtown

Work Type

Full-time

Experience Level

Not specified

Education Level

Not specified

Salary/Compensations

$30-$38 per hour

Benefits

Robust benefit plan

About the Company

Four Seasons is powered by its people, fostering a culture of continuous improvement and mutual respect. The company aims to create amazing experiences for guests, residents, and partners through a commitment to luxury with genuine heart. They believe in recognizing individuals and treating everyone with respect, aiming to create impressions that last a lifetime by fostering meaningful connections.
Four Seasons Hotel New York Downtown is an architectural icon in Lower Manhattan, located steps from authentic neighborhoods. It offers a globally inspired Spa with a heated indoor pool and dining by celebrity chef Wolfgang Puck.

Equal Opportunity

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.