SUMMARY OF POSITION

The position of the Communications Guest Relations Officer is considered the employee line level of Front Office Department. It provides spontaneous services and handles all guest services activities in the Communications in accordance with objectives, performance and core standard established by Four Seasons Hotels.

Answers and directs phone calls request and faxes in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying

with all Four Seasons’ policies.

TASKS / RESPONSIBILITIES

Answers phone inquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions.

Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints.

To be knowledgeable of customers in all inquiries in connection with high-speed Internet service, telephone and facsimile services, hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.

Utilizes and ensures proper working condition of the telephone switchboard, the hotel computer systems (e.g. property management system, Hotsos systems), Internet system and facsimile machines.

Comply with Four Seasons’ Work Rules and Standards of Conduct as set forth in Employee Pact.

Work harmoniously and professionally with co-workers and supervisors.

Monitors and responds to hotel fire control panel and emergency and safety situations in an efficient and professional manner.

Accurately record all request for wake-up calls and ensures they are handled correctly.

Takes message and receiving fax for all guest efficiently.

Contacts Concierge to deliver messages/faxes to the guest immediately whenever received in Communications.

To be skillful to handle installation and repairs of telephone, facsimile or high-speed Internet services.

To be skillfully to assist with “Do Not Disturb” requests, “Privately Registered ,screening calls, “No Information” calls, busy extension, transferring calls, call forwarding, call holding, call pick-up, call waiting, three-way conversations, trunk queuing, collect calls, visitors, and paging / radio equipment.

To report and log all telephone maintenance and operational problems.

To perform other task or projects as assigned by manager.

To maintain upkeep of phone equipment and headsets

To handle and channel any request by employee or guest through Hotsos.

Updates and reads the daily information on the operation white board.

Checks the log printers at regular intervals to ensure that the interface system is in working order.

Attends briefings, as required.

Actively participate in departmental training sessions and hotel related employee programs.(e.g. employee activities)

To greet with a smile all the time, colleagues or guests anywhere in the hotel.

Demonstrates a positive posture and manner at all times.

Always thanks and farewell guests conveying anticipation for their next visit over the phone conversation.

Ensures that shift reports are printed and traces are followed up accordingly.

To be familiar with hotel emergency procedures.(eg: Bomb threat, Guest trapped in the evaluator, Fire emergency )