Core Agent

About Four SeasonsFour 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:A secluded oasis at the edge of an idyllic lagoon! On the east coast of Mauritius, lapped by turquoise waters perfect for water sports, our relaxing Resort is filled with lush greenery and dramatic views everywhere you turn. Each stylish villa and residence feature its own private garden and pool – just like the home for the Resort’s resident giant tortoises. After a day exploring the Indian Ocean or playing unlimited golf at both our Ernie Els-designed course and Bernhard Langer signature course, unwind at our award-winning Spa and raise a glass at one of our exciting dining venues. Mauritius is teeming with opportunities for your next day’s adventures. This beautiful resort opened in October 2008, and has 90 one-bedroom villas, 1 Presidential Suite, 45 two-to-five-bedroom residential villas, 5 stunning Food and Beverage venues in addition to managing an off-property beach bar/restaurant, an award-winning over water Spa, 2 tennis courts and a fitness center.PurposeTo courteously answer in-coming calls, assist with guests’ requests and to handle messages accurately and in a timely manner.Job ResponsibilitiesGeneralExecutes all tasks assigned by his/her superiors Demonstrates a high degree of standards awareness; promotes teamwork and acts as role model Attends all scheduled training sessions Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule Adheres to the hotel's code of conduct and grooming & hygiene standards Is seen as working hands-on, assists colleagues in crunch times; Walks the talk Actively participates in briefings and meetings Maintains a clean and orderly work area and promotes a safe working environment Performs any cognate duties as and when required. DepartmentalHighly motivated to interact with a discriminating clientele to exceed guest expectations, focused on meeting Four Seasons standards of excellence and achieving defined results Provides general information and inquiries to all callers and is familiar with all Resort services, hours of operation, key hotel personnel, daily activities, special function, etc Is proficient with telephone switchboard, the hotel computer system and facsimile machines. Answers all incoming calls promptly with a pleasant tone of voice, using names when possible, and routes calls to proper extensions. Accepts and places wake-up calls for hotel guests Prepares and updates the telephone extension directory as required Ensure accurate preparation and posting of charges for operator assisted calls Respond properly in any hotel emergency or safety situation. Assist with "Do Not Disturb" requests, screening calls, busy extensions, transferring calls, call forwarding, call holding, call pick-up, call waiting, three-way conversations, collect calls, visitors, and paging equipment Report and log all telephone maintenance and operational problems, ensure follow- up on a continuous basis Review telephone bills, resolve discrepancies, monitor call accounting system and interface with computer system to maximize revenues Assist the manager/supervisor in the reconciliation of monthly telephone bills Maintain record of existing equipment, changes, additions and deletions Ensure messages are handled accurately and in a timely manner Maintain upkeep of phone equipment and headsets, handle telephone change orders and reconcile invoices for servicing of the equipment Coordinate all special telephone requests for guests in meeting or guest rooms Assists the Reservations department as needed. Ensure Fax received for internal and external guests should be delivered promptly. Ensure that All Four Seasons Chats should be acknowledged before 90 seconds. Answer and follow-up all guests requests through Four Seasons Chats as per FS Chat Standards Coordinate all buggy entries and requests. Pre-arrival chat message to be sent to guests. Perform any other cognate duties as and when required. Special RequirementsHolds a diploma in Hospitality and/or 1 -2 years of relevant experience in 5 star hotels/resorts. Fluent in both English and French, an additional third language beneficial Possesses excellent math and psychometric abilities. Possesses business acumen, well-developed guest skills and personal flair. Computer literate and working knowledge of Opera/ PMS. Compliance PoliciesGrooming PolicyConfidentiality AgreementPolicy Against HarassmentElectronic Systems PolicyCode of Business Conduct and EthicsEmployee Handbook Acknowledgement Form