Job Description

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:

The vibrant new centrepiece of the city's Golden Square Mile. Chic and sleekly modern, Four Seasons Hotel Montreal forms the vibrant new epicentre of the Golden Square Mile. Dine at our stellar restaurants and shop at the luxurious Holt Renfrew Ogilvy. In this world capital of style and culture, Four Seasons savoir faire helps shine a fresh light on the city.

Agent(e) des reservations et des communications

Le Four Seasons Hotel Montreal est a la recherche d'une personne qui partage notre passion pour l'excellence et cherche a creer une experience memorable pour nos employes et nos invites. Nous recherchons une personne qui a une solide ethique de travail, un haut niveau d'integrite, un souci de qualite, une sensibilite culturelle et un sens du service client

A propos de Four Seasons Hotel Montreal

Situe au coeur du Golden Square Mile de Montreal, le Four Seasons Hotel Montreal offre bien plus qu'un simple sejour -- nous proposons une veritable experience de vie luxueuse. De la gastronomie de renommee mondiale au restaurant Marcus a la detente au spa Guerlain, classe cinq etoiles par Forbes, en passant par l'acces exclusif a Holt Renfrew Ogilvy, nous sommes un carrefour vibrant d'elegance, d'hospitalite et de culture.

A propos du role :

Responsable de vendre les services de l'hotel et de renseigner les invites potentiels. Saisir les ventes provenant des appels entrants et coordonner les details de chaque reservation pour s'assurer de satisfaire le client. Agir comme point de contact pour toutes les communications internes et externes a l'hotel.

Ce que vous ferez :

Saisir les ventes des appels de reservation entrants et coordonner les details de chaque reservation. Remplir les formulaires de reservation interne; Responsable des taches d'operateur telephonique ainsi que des reservations pour les chambres, le spa et les restaurants via differents canaux tels que le telephone, l'e-mail, le fax, les demandes internes des clients, le chat, etc. Responsable de la mise a jour du profil des clients, de la saisie des preferences afin d'assurer une arrivee et un sejour sans heurts et de permettre aux equipes operationnelles de depasser les attentes des clients. Respecter et terminer toutes les taches pendant le quart de travail pour les listes de controle assignees. Avoir l'esprit d'equipe, etre a l'aise avec les systemes informatiques et savoir communiquer par telephone. Capacite a travailler et a communiquer avec tous les services et les clients, selon les besoins, sur plusieurs plateformes, notamment Golden, KEY, Teams, HotSOS, Book for Time, par courriel, a la radio et en personne, afin de s'assurer que toutes les demandes et exigences specifiques sont satisfaites rapidement et avec precision. Faire la verification des reservations effectuees en ligne (OTA), sur le site web, par les agents de voyages et a l'interne pour assurer le controle des details et exactitude de toute information sur la reservation. Faire le suivi des reservations effectuees a la reception la nuit precedente, des no-shows ainsi que resoudre toute situation recurrente; Accepter et acheminer promptement les appels de reveil, les messages et les telecopies; Anticiper les besoins des clients, repondre en consequence aux demandes de renseignements ou aux problemes des clients. Traiter toutes les interactions avec les invites (courriels, telephone et autres types de messages electroniques) avec la plus grande hospitalite et le plus grand professionnalisme, en accommodant les demandes speciales quand c'est possible et en acheminant les demandes au service approprie; ainsi que de traiter les demandes/plaintes des invites conformement a la politique Four Seasons; Realiser toute autre tache ou tout autre projet comme demande par la direction de l'hotel. Respecter les regles de travail et les normes de conduite de categorie un et categorie deux Four Seasons, tel qu'enonce dans le manuel de l'employe (EmPact); Se conformer aux regles de travail et aux normes de conduite de Four Seasons; Travailler harmonieusement et professionnellement avec les collegues et les superviseurs. Doit atteindre et maintenir une moyenne de 80% sur les appels mysteres en tant que controle de la qualite.

Ce que vous contribuez :

Doit pouvoir travailler lors de tous les quarts, y compris le matin, l'apres-midi, les fins de semaine et les jours feries ; les besoins operationnels peuvent necessiter de travailler de nuit; Un niveau avance de francais et d'anglais est requis pour assurer des communications orales et ecrites avec les partenaires d'affaires, les parties prenantes, les fournisseurs et une clientele majoritairement internationale. Doit pouvoir analyser les situations dans lesquelles se trouvent les invites et faire des suggestions qui depassent les attentes de l'invite par rapport a l'hotel; Capacite d'analyser, de prioriser, d'organiser et de faire le suivi avec un grand sentiment d'urgence; Excellentes aptitudes interpersonnelles et de communication, en personne comme au telephone; Bonne maitrise fonctionnelle de l'informatique, notamment Windows et iOS; Aptitudes et capacites a apprendre et a maitriser plusieurs systemes de logiciels; Doit avoir de l'organisation et la faculte de travailler en mode multitaches; L'experience dans un poste aux reservations, a l'accueil ou aux ventes et marketing dans un hotel est un grand atout.

Ce que nous offrons :

Couverture maladie complementaire (dentaire, vision, assurance vie, medicaments, etc.) Rabais au restaurant MARCUS et au spa Journees de reconnaissance (employe du mois, anniversaires, annees de service, etc.) Repas offerts sur place (Cafe 1440) Regime de retraite avec contribution de l'employeur Conges payes incluant 2 jours feries flottants par an Programme de formation et de developpement Programme de voyage pour employes incluant des nuitees gratuites dans d'autres etablissements Four Seasons (selon anciennete et disponibilite) Et plus encore !
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La liste des taches ci-dessus n'est pas exhaustive et peut evoluer selon les besoins de l'hotel et les situations operationnelles.

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Notre organisation est un employeur engage en matiere d'equite et de diversite. Le masculin est

utilise

uniquement pour alleger le

texte.

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Reservations & Communications Agent

Four Seasons Hotel Montreal is seeking an individual who shares our passion for excellence and is committed to creating memorable experiences for both our employees and our guests. We are looking for someone with a strong work ethic, high integrity, attention to detail, cultural awareness, and a guest-centric mindset.

About Four Seasons Hotel Montreal:

Located in the heart of Montreal's Golden Square Mile, Four Seasons Hotel Montreal offers more than just a stay -- we deliver a luxurious lifestyle experience. From world-class dining at Marcus Restaurant to relaxation at our Forbes Five-Star Guerlain Spa, and exclusive access to Holt Renfrew Ogilvy, we are a vibrant hub of elegance, hospitality, and culture.

About the role:

Responsible for selling the hotel and providing information to prospective guests. To capture sales from the incoming calls and coordinate details of each reservation to ensure the guest's satisfaction. Acts as the point of contact for all external and internal communications at the hotel.

What you will do:

Enter sales from incoming reservation calls and coordinate the details of each booking. Complete internal reservation forms. Responsible for telephone operator tasks as well as reservations for rooms, spa, and restaurants through various channels such as phone, email, fax, internal guest requests, chat, etc. Responsible for updating guest profiles, recording preferences to ensure a smooth arrival and stay, and enabling operational teams to exceed guest expectations. Complete and adhere to all tasks during the shift according to assigned checklists. Demonstrate team spirit, be comfortable with computer systems, and communicate effectively by phone. Ability to work and communicate with all departments and guests as needed across multiple platforms, including Golden, KEY, Teams, HotSOS, Book for Time, email, radio, and in person, to ensure all requests and specific requirements are fulfilled promptly and accurately. Verify reservations made online (OTA), through the website, travel agents, and internally to ensure accurate details and information for each booking. Follow up on reservations made at the front desk the previous night, no-shows, and resolve recurring situations. Promptly accept and route wake-up calls, messages, and faxes. Anticipate guest needs and respond accordingly to inquiries or issues. Handle all guest interactions (emails, phone calls, and other electronic messages) with the highest level of hospitality and professionalism, accommodate special requests when possible, and route requests to the appropriate department; also handle guest requests/complaints in accordance with Four Seasons policy. Perform any other tasks or projects as requested by hotel management. Adhere to Four Seasons work rules and Category One and Two conduct standards, as outlined in the Employee Handbook (EmPact). Comply with Four Seasons work rules and conduct standards. Work harmoniously and professionally with colleagues and supervisors.

What you bring:

Must be able to work all shifts, including mornings, afternoons, weekends, and holidays; operational needs may require overnight shifts. An advanced level of French and English is required to ensure oral and written communication with business partners, stakeholders, suppliers, and a predominantly international clientele. Must be able to analyze guest situations and make suggestions that exceed guest expectations of the hotel. Ability to analyze, prioritize, organize, and follow up with a strong sense of urgency. Excellent interpersonal and communication skills, both in person and by phone. Solid computer proficiency, especially in Windows and iOS. Ability and willingness to learn and master multiple software systems. Strong organizational skills and ability to multitask. Experience in reservations, front office, or sales and marketing in a hotel setting is a strong asset.

What we offer:

Comprehensive health benefits (dental, vision, life insurance, prescriptions, etc.). Discounts at MARCUS Restaurant and the Guerlain Spa. Employee recognition programs (Employee of the Month, anniversary celebrations, etc.). Complimentary meals per shift at Cafe 1440. Employer-contributed retirement plan. Paid vacation plus two additional floating holidays per year. Strong training and development programs. Employee travel program, including complimentary stays at Four Seasons properties worldwide (based on tenure and availability). And more!
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The list of responsibilities above is not exhaustive and may evolve based on hotel needs and operational

demands.

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Four Seasons is an equal opportunity employer committed to diversity and inclusion. The masculine form is used only for ease of reading.