وصف الوظيفة
Role Overview
Reservations & Communications Agent at Four Seasons in Kuwait City, Kuwait. This role manages guest reservations, communications, and front-desk phone operations for a Forbes Five-Star rated luxury hotel.
Company Overview
Four Seasons is powered by its people—a collective committed to becoming better, pushing to new heights, and treating each other with genuine care. Team members create exceptional experiences for guests, residents, and partners through luxury with heart. Four Seasons believes in recognizing familiar faces, welcoming new ones, and treating everyone as they wish to be treated, creating impressions that last a lifetime.
The Kuwait location is a resort-like sanctuary in the heart of Kuwait City, featuring contemporary Middle Eastern architecture, striking sculptures, traditional design, soaring rooftop restaurants, leisure facilities, and the city's largest guest rooms. The property offers an infinity pool with air-conditioned cabanas, a chic chocolate café (Al Soor/La Chocolaterie of Kuwait), a buzzing rooftop, and adjacent lush parkland, with easy access to the city's malls and souks.
Role Purpose
Deliver exceptional guest experiences by managing all reservations, guest communications, and incoming phone inquiries with professionalism, accuracy, and genuine care. Serve as the primary point of contact for pre-arrival information, booking coordination, and in-house guest requests.
Key Responsibilities
Reservations & Booking Management
- Capture sales from incoming calls related to room and restaurant reservation requests and accurately coordinate reservation details.
- Ensure all guest details and booking information are accurate and properly recorded.
- Confirm and/or guarantee non-guaranteed reservations and clear waitlisted reservations.
- Contact guests to obtain pre-arrival information.
- Contact guests or travel planners to clarify any discrepancies in their preferences or requests before arrival.
Guest Communications
- Answer phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions.
- Provide guests with clear information on room types, rates, availability, packages, and hotel services.
- Respond to all guest inquiries professionally and within established service standards.
- Manage the general reservations and guest communication email inboxes.
- Accept and deliver Answering Mobile (Hotel Chat) instant messages, wake-up calls, and facsimiles in a timely manner.
Guest Support & Services
- Receive in-house guest calls and assist with their requests for Housekeeping, Guest Services, Laundry, and Engineering by adding requests to the HotSOS system under the respective department.
- Offer assistance to guests with visa applications and airport Meet and Greet services.
- Handle guest complaints in accordance with Four Seasons policy.
Guest Recognition & VIP Services
- Assist GRS in guest recognition efforts by pre-clearing reservations to identify existing return guest profiles and acknowledge those requiring VIP or special attention.
- Ability to handle VIP and high-expectation guests.
Operations & Reporting
- Run daily reports for the department and operational departments.
- Perform installation and repairs of telephones.
Qualifications & Experience
- Minimum two years' experience working in a similar role in luxury five-star hotels.
Skills & Competencies
- Excellent communication skills, verbal and written, in both English and Arabic.
- Problem-solving ability.
- Strong organization and time management skills.
- Ability to work under pressure.
Additional Information
- Full-board shared living accommodation in a high-quality, well-resourced compound.
- Complimentary nights at Four Seasons hotels worldwide.
- Regular social and sporting events.
- Paid home leave tickets.
- Quality employee meals.
- Transportation to and from work.
- Free Wi-Fi in accommodation and on employee transportation buses.
- The hotel will apply for work authorization for the successful candidate.