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About the Role
As a Communications Agent, you will support guests and colleagues across Four Seasons Hotel London at Park Lane, Four Seasons Hotel London at Tower Bridge, and Four Seasons Hotel Hampshire, acting as a central point of contact for guest requests, enquiries, and internal communication. You will help deliver the seamless and personalised service for which Four Seasons is renowned.
Responsibilities
- Answer all incoming calls and enquiries professionally and efficiently
- Direct calls and requests accurately to the appropriate department or property
- Handle guest interactions with warmth, professionalism, and confidence
- Support guests with enquiries relating to hotel services, facilities, directions, and local information
- Manage wake up calls, guest messages, emails, and service requests
- Ensure all requests are accurately logged and communicated to the appropriate teams
- Monitor and update internal systems to ensure effective guest request follow up
- Support guests with basic telephone, internet, and in room technology assistance
- Work closely with operational departments across all three properties to ensure guest requests are completed promptly
- Uphold Four Seasons communications and telephone service standards at all times
Requirements
- Previous experience within Communications, Front Office, Guest Services, Reservations, or a similar role is preferred
- Experience handling a high volume of calls within a luxury hospitality environment is advantageous
- Excellent spoken and written English
- Professional, confident, and engaging telephone manner
- Strong organisational skills and attention to detail
- Ability to remain calm and effective in a fast paced environment
- Comfortable working as part of a close knit team
- Experience with Opera PMS, HotSOS, or similar systems is beneficial
- Additional language skills are advantageous but not essential
- Right to Work in the UK
Skills
- Communications
- Front Office
- Guest Services
- Reservations
- Opera PMS
- HotSOS
Location
- London, UK
Work Type
- Full-time
Experience Level
- Preferred previous experience in Communications, Front Office, Guest Services, Reservations, or similar roles
- Advantageous experience handling high volume calls in a luxury hospitality environment
Salary/Compensations
- £38,000 total compensation inclusive of salary and hotel service charge
Benefits
- Structured 40 hour working week
- Excellent training and clearly defined career development pathways
- Strong internal progression opportunities across London and the global Four Seasons portfolio
- Holiday entitlement increasing with service up to 33 days
- Company Sick Pay, increasing with service
- Life insurance while on duty
- Up to 20 complimentary nights at Four Seasons Hotels and Resorts worldwide, increasing with service, as well as heavily discounted rates at all properties
- 50% discount across UK Four Seasons food and beverage outlets from day one for up to four guests
- Complimentary meals while on duty in Zest, our staff cafeteria, with refreshments available throughout the day
- Access to Wellhub for fitness, mindfulness, therapy, nutrition, and sleep support
- Bupa Dental Cover or Bupa Cash Plan
- Enhanced maternity and paternity pay
- Uniform with complimentary professional dry cleaning from day one
- Season Ticket Loan and Cycle to Work scheme
- Access to Stream for greater pay flexibility and discounts
- Employee recognition programmes including monthly awards and events
- Annual themed team events plus regular social, charitable, and sporting activities
About the Company
- Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return.
- Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart.
- We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
- At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves.
- Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime.
- It comes from our belief that life is richer when we truly connect to the people and the world around us.
- Surrounded by the capital’s greenery and most coveted shopping streets, Four Seasons Hotel London at Park Lane seamlessly balances award-winning design with the city’s high notes.
- Take in views of Hyde Park from sun-drenched rooms and our rooftop spa, enjoy a leisurely meal on our one-of-a-kind al fresco terrace, then stroll to explore London’s famous sights.