Front Desk Agent

7 days ago


Kuwait City, Al Asimah Four Seasons Hotels Ltd Full time

About Our Team:

At Four Seasons Hotels Ltd, we believe in creating unforgettable experiences for our guests. As a key member of our hospitality team, you will play a vital role in ensuring that our guests feel valued and respected throughout their stay.

Your Key Responsibilities:

  • Respond to guest inquiries in a friendly and efficient manner, using guest names when possible and routing calls to the correct extensions.
  • Capture sales for incoming calls related to room reservations, spa bookings, restaurant requests, and in-room dining services, accurately coordinating the details of each reservation or request.
  • Prepare and review daily reports for the department, operational departments, Sales & Marketing, General Manager, and Department Head.
  • Manage the general reservations and guest communication email inboxes, responding promptly to guest inquiries.
  • Accept and deliver mobile instant messages, wake-up calls, messages, and facsimiles in a timely manner, ensuring that our guests receive their communications on time.
  • Handle guest complaints according to Four Seasons policy, providing fair and respectful solutions.
  • Contact guests to communicate and obtain pre-arrival information, ensuring that we understand their needs and preferences.
  • Confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations, and ensure that our guests' stays are seamless and enjoyable.
  • Review and analyze reports to identify areas for improvement, making recommendations to enhance our services.
  • Collaborate with other teams, such as Guest Recognition Services, to provide personalized attention to our guests.
  • Contact guests or travel planners to clarify any discrepancies in the preferences or requests before the guest's arrival, ensuring that we meet their expectations.
  • Monitor Front Desk and Central Team reservations made the night prior, addressing any recurring issues to maintain high levels of customer satisfaction.

About You:

  • You should have a minimum of one year's experience working in a similar position in five-star luxury hotels, preferably in Kuwait City.
  • You must possess excellent reading, writing, and oral proficiency in English and Arabic languages.
  • Strong computer literacy skills and previous administrative experience are highly desirable.
  • You should possess excellent customer service and communication skills, able to build strong relationships with our guests and colleagues.

Benefits:

  • Full board shared living accommodation in a high-quality, well-resourced compound.
  • Complimentary nights at FS Hotels worldwide.
  • Regular social and sporting events.
  • Paid home leave tickets.
  • Transportation to and from work.
  • Free Wi-Fi in accommodation and employee transportation buses.

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