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.
Ambassadeur(rice) de l'experience client
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 :
Le/La Ambassadeur(rice) de l'experience client est un element central de l'equipe de la reception. Son objectif principal est d'assurer une experience fluide lors de l'arrivee et du depart de nos invites. En tant que premiere et derniere impression de l'hotel, ce service de premiere classe a une responsabilite particuliere. La reception est egalement l'endroit ou les clients partagent naturellement leurs commentaires, leurs questions, leurs suggestions et leurs preoccupations.
Ce que vous ferez :
Accueillir et enregistrer les clients de l'hotel, fournir des explications sur les chambres et determiner le mode de paiement ou le montant du credit. Ils sont egalement responsables de preparer et d'expliquer la facture au moment ou les invites quittent l'hotel;
Repondre a une grande variete de demandes en evaluant correctement les besoins et les demandes de l'invite. Formuler des recommandations et ajouter sa touche personnelle pour satisfaire au mieux les invites tout en respectant les normes Four Seasons;
Recevoir les invites de maniere efficace et amicale, en les appelant par leur nom de famille lorsque possible. Assurer que l'invite est dirige vers le bon type de chambre et que les prix correspondants sont factures. Arranger la livraison des bagages a la chambre de l'invite et lui fournir les bonnes cles;
Regler les formalites de depart a la fin du sejour. Evaluer la satisfaction des invites, recuperer les cles, appliquer les frais de retard et presenter la facture a l'invite. Regler la facture correctement avec une carte de credit ou de l'argent comptant;
Maintenir un equilibre dans les comptes assignes par l'hotel. Faire de la monnaie, encaisser les cheques et convertir les devises etrangeres. Rapprocher toutes les transactions a la fin de chaque quart de travail;
Gerer toutes les interactions des invites avec le plus d'hospitalite et de professionnalisme possible, accommoder les demandes speciales lorsque c'est possible, resoudre les plaintes des invites, assister les invites dans toutes leurs demandes au sujet des services de l'hotel, les heures de service, le personnel principal, les evenements internes, les directions, etc.;
Repondre a toutes les demandes des invites rapidement et de maniere appropriee. Les interactions avec les invites doivent etre faites en personne, par courriel ou par telephone;
Utiliser de nombreux systemes informatiques differents pour accueillir les invites et gerer leur depart, emettre des rapports quotidiens et selectionner et reserver des chambres pour les invites qui arrivent;
Prendre en charge les reservations, les modifications et les annulations en l'absence du personnel du service des reservations;
Etre capable de repondre aux appels des invites et les diriger de maniere appropriee en l'absence d'un operateur de communication;
Effectuer toute autre tache connexe aux fonctions;
Ce que vous contribuez :
Excellente capacite de communication en francais a l'oral comme a l'ecrit ;
Une connaissance intermediaire de l'anglais est necessaire pour comprendre les besoins d'une clientele internationale, expliquer les services offerts, et assurer une experience personnalisee.
Experience de receptionniste dans un hotel de luxe preferable;
Excellentes capacites pour le service a la clientele et l'interaction avec les invites;
Les candidats doivent etre sociables et doivent aimer aider les autres;
Les candidats possedant un diplome en hotellerie, ou dans un domaine similaire, seront privilegies;
Capacite a etablir des relations positives rapidement;
Capacite de gerer le stress et de travailler dans un environnement ou le nombre de demandes est eleve;
Capacite de gerer plusieurs taches a la fois et de les accomplir en respectant les echeances;
Disponible pour travailler a n'importe quel quart de travail, y compris le matin, l'apres-midi, le soir et la nuit;
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 !
La liste des taches ci-dessus n'est pas exhaustive et peut evoluer selon les besoins de l'hotel et les situations operationnelles.
Notre organisation est un employeur engage en matiere d'equite et de diversite. Le masculin est utilise uniquement pour alleger le texte.
Guest Experience Ambassador
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:
The Guest Experience Ambassador is a central part of the Front Office Team whose main objective is to ensure our guests have a smooth arrival and departure experience. As the first and last impression of the Hotel, this high-profile department carries a special responsibility. The Front Office is also the natural place where guests direct their comments, questions, suggestions and concerns.
What you will do:
Welcome and register hotel guests, explaining the accommodations and establishing credit or method of payment. Agents will also check out guest, prepare and explain the bill;
Respond to a wide variety of guest requests by accurately assessing the guest needs and requests. Adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons' standards;
Check-in guest in an efficient and friendly manner, using the guest's name whenever possible. Assure that guest is assigned to the proper room type and the correct rate is charged. Arrange for luggage to be delivered to guest room and issue correct keys to the guest;
Check-out guest at end of stay. Ascertain guest satisfaction, collects keys, post late charges and present bill to guest. Settle bill accurately through credit card or cash transaction;
Maintain a balanced bank assigned by the hotel. Make change, cash checks and exchange foreign currency. Reconcile all transactions at the close of each shift;
Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolving customer complaints; assisting customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.;
Respond to all guest requests in an accurate and timely manner. Interaction with guest will be in person, electronic mail, and/or by phone;
Utilize a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests;
Accept reservations, changes and cancellations in the absence of Reservations Department Staff;
Ability to answer guest calls and direct the guest appropriately in the absence of a Communication Operator;
Perform any other related duties as required.
What you bring:
Excellent communication skills in French, both spoken and written;
An intermediate knowledge of English is necessary to understand the needs of international customers, explain the services offered, and ensure a personalized experience.
Previous luxury hotel front desk experience preferred;
Must have excellent customer service and guest contact skills;
Candidates must be outgoing and enjoy helping others;
Candidates with a degree in hospitality, or similar, are preferred;
Ability to quickly and positively establish rapport is required;
Above average communication skills - both written and oral - are required;
You must possess the ability to cope with stress and to work in a high-volume operation;
You must also be able to multi-task and complete tasks by established deadlines.
Available to work at any shift including, morning, afternoon, evening and overnight;
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!
The list of responsibilities above is not exhaustive and may evolve based on hotel needs and operational demands.
Four Seasons is an equal opportunity employer committed to diversity and inclusion. The masculine form is used only for ease of reading.

Skills Required