Communications Specialist (PBX)

About Four Seasons: 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.

About the location: Oceanfront elegance within an iconic social club setting. From the moment it first opened its doors on New Year’s Eve 1930, The Surf Club has hosted history. It is here that you will find Four Seasons Hotel at The Surf Club. An icon in the Miami Beaches, located near Sunny Isles, this beachside hotel brings a new era of luxury, with celebrated dining and a world-class spa, to its Surfside shores.

About the role: The Communications Specialist is an integral part of the Hotel Team whose main objective is to ensure our guests are well looked after from the start. You will provide exceptional quality service to our guests through our Chat messaging system, as well as the phone. You will ensure that all incoming chat messages and phone calls are answered or routed to the correct department, as well as handle additional administrative and reservations tasks throughout your shift. You should also be comfortable providing general information about the hotel in a detailed and informative manor.

What you will do:

• Manage Four Seasons chat and phone calls, responding to requests in a timely manner and assisting in connecting guests with necessary departments.
• Handles all guest inquiries and interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves guest complaints in accordance with Four Seasons policy and keep supervisors informed of potential problems for corrective action.
• Complete pre-arrival reservation detail process.
• Accepts and delivers wake up calls, messages, and faxes in a timely manner.
• Handle all overflow HOTSOS calls for Housekeeping, Engineering, Guest Services, Front Desk, IRD, etc.
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
• Answer incoming PBX calls in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions following proper transfer and hold procedures.
• Monitor and respond to hotel fire control panel and emergency safety situations in an efficient and professional manner. Respond according to the crisis management plan to any resort emergency or safety situation.
• Handle restaurant reservations with prompt and professional communication, following company standards, and collaborate with the restaurant team to appropriately assign seating for owned bookings. ​

What you bring:

• College education or equivalent experience
• 1-2 years of experience in an administrative setting, preferably within luxury hotels & resorts

What we offer:

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Employee Discount for stays at any Four Seasons worldwide
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals
• Complimentary Parking

Schedule & Hours:

• Full Time (early mornings, days, evenings weekends and holidays.)

Candidates must have valid work authorization for the U.S.

Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal