Core Agent

About Four Seasons Hotel Abu Dhabi at Al Maryah Island
In a vibrant urban community right on the water, Four Seasons Hotel Abu Dhabi
at Al Maryah Island welcomes guests with bright, open spaces, embracing
expansive views of the city skyline and the sparkling waves of the Arabian
Gulf. On dynamic, upscale Al Maryah Island - Abu Dhabi's business and
lifestyle destination - Four Seasons is located within a ‎34-storey glass
tower, both high-tech and environmentally advanced. Sophisticated new concepts
throughout the Hotel define Four Seasons as Abu Dhabi's most exciting
waterfront location. Blending urban chic and understated luxury, we offer ‎200
light-filled accommodations, including ‎38 suites - all with water views. With
six creative restaurants and lounges, this is Al Maryah Island's premier
location for stylish entertaining. All venues open to outdoor waterfront
terraces and most include private dining rooms. Relaxation awaits in the
radiant The Pearl Spa and Wellness Abu Dhabi - with separate fitness and
treatment facilities for men and women. Our expansive swimming pool offers a
cool social scene with skyline views. With two bright, airy ballrooms that
open onto the water, Four Seasons is Abu Dhabi's most desirable address for
meetings, social events and weddings. Every moment is elevated by thoughtful
Four Seasons service, anticipating each guest's unique personal needs -
whether the goal is relaxing on vacation or staying efficient for business.
Main Responsibilities
The Reservations and Core Agent will poses high skills to handle the newly
developed core department functions. This include room reservations, PBX, and
restaurant reservations. The purpose of this department is to enhance the
guest experience and eliminate the many touch points between guests and the
various departments of the hotel:
BASIC PURPOSE:
* To answer all incoming calls from the outside and channel them as appropriate.
* To reply to all guests' inquiries for accommodation and restaurants availability.
* To articulate the description of the hotel and explain the features to maximize finalizing the booking.
* Thereafter register all the pertinent information within the right systems and follow up thoroughly to make sure the guests satisfaction and smooth operation.
* Coordinate all guests' requirements pertaining to wake up calls, housekeeping orders, chat messages and maintenance requests.
* Maintain the phones of the Hotel
ESSENTIAL FUNCTIONS:
* To handle incoming and In-house calls
* To capture sales from in-coming reservations calls and coordinate details of each reservation.
* To answer General Reservations e-mail, retrieve and distribute mail
* To inform Manager of any Special Attention, VIP guests and assist in obtaining arrival times for VIPs or Special Attention guests.
* To ensure to complete the checklist pertaining to Core on daily basis: Rooms, PBX, Restaurants
* To keep the daily information sheet and board updated at all times, ensuring that relevant information is handed over to all team members.
* To contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests' arrival.
* To update OpenTable whenever required.
* To be able to carry out wake-up call procedures.
* To be fully conversant with the operation of the PBX, DND or call diversion on any room/extension, Speed Dial, Guest & Residences phone issues as required and maintaining appropriate records.
* To maintain inventory of the PBX related materials (telephones, cables, face plates. etc.)
* To answer chat messages on due time following standards & etiquette.
* To be fully aware of the need for discretion in relation to hotel clients and employees, never giving out unauthorized information.
* To comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
* To handle guest complaints in accordance with Four Seasons policy.
* To be well versed in general hotel information, selling techniques, hotel facilities, services, hours of operations, key personal, special activities and Four Seasons information
* To be flexible with schedule and proficient in carrying out a night shift.
* Periodically assist other departments in crunch times.
* To perform other tasks or projects as assigned by hotel management.
STANDARD DUTIES:
* To be fully aware of Four Seasons core standards and service culture at all times.
* To report to duty punctually wearing uniform. To maintain high standard of appearance and hygiene and adhere to the hotel and department personal appearance standards.
* To provide a friendly and professional service that always exceeds guests' expectation
* To attend training session as outlined
* To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments if required, to meet business demands and guest service needs.
* To respond to any changes in the division as dictated by the needs of the industry, company or hotel
* To maintain a good working relationship with your colleagues and all departments working by the Golden Rule.
* To comply with local legislation
* To comply Hotel Fire and Emergency Procedures at all time
* To comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in Employee Handbook.