CORE GRO

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:

Four Seasons Hotel Shenzhen is ideally located in the heart of the commercial district of Futian, across the Shenzhen Conference & Exhibition Center and a short walk from the Civic Center which houses the city’s Municipal Hall and Museum as well as near the famed Shenzhen Concert Hall and Library. The Hotel is surrounded by 3 modern shopping malls and is a few steps away from the subway metro station and 10-minute drive to 2 Hong Kong borders of Huanggang and Futian. Built along contemporary lines, the Hotel features 266 rooms inclusive of 32 suites, a Club Lounge, Business Centre, 4 food and beverage outlets, and a grand ballroom with 5 other function venues plus a unique outdoor multilevel Terraces.

About the location:

Four Seasons Hotel Shenzhen is ideally located in the heart of the commercial district of Futian, across the Shenzhen Conference & Exhibition Center and a short walk from the Civic Center which houses the city’s Municipal Hall and Museum as well as near the famed Shenzhen Concert Hall and Library. The Hotel is surrounded by 3 modern shopping malls and is a few steps away from the subway metro station and 10-minute drive to 2 Hong Kong borders of Huanggang and Futian. Built along contemporary lines, the Hotel features 266 rooms inclusive of 32 suites, a Club Lounge, Business Centre, 4 food and beverage outlets, and a grand ballroom with 5 other function venues plus a unique outdoor multilevel Terraces.

 

About the role

As the voice of the hotel, the Core Agent ensures that all communications through different channels, including telephone, digital platforms and other operating systems are flawless. While supporting hotel operations, handling enquiries and reservations for direct guests, business partners, wholesalers, travel advisors, and online travel agencies. The role is also responsible for coordinating guest requests, facilitates communication between guests and hotel departments, assist Front Office to manage reservations for hotel rooms, Spa, Restaurant & Bar and Room Service when relevant departments are off duty and deliver personalized service in line with Four Seasons Services Culture standards. Additional duties may be assigned based on business needs.

作为酒店酒店的声音，通讯中心专员客需确保所有通讯渠道（包括电话、数字平台及其他操作系统）的沟通运行畅通。本岗位需支援酒店日常营运，处理散客、商业合作伙伴、批发商、旅游顾问及线上旅游平台的谘询与预订。负责协调宾客需求，搭建宾客与酒店各部门之间的沟通桥梁；在相关部门下班后，协助前台承接客房订单、水疗、餐厅及酒吧等预订，并按照四季服务文化标准提供个性化服务。根据业务需要，可能会安排其他额外工作。

 

What you will do

• Answer all incoming calls and phone enquiries in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions. 以高效、友善的态度接听所有来电，在条件允许时称呼来电者姓名，并将电话转接至正确分机。
• Handles all guest interactions with the highest level of hospitality and professionalism. 以专业、最高标准的待客礼仪处理所有与宾客的沟通。Respond to all guest enquiries and requests for maintenance, housekeeping, spa and reservations accurately. 准确回应宾客各类咨询，以及维修、客房服务、水疗和预订相关需求。
• Assist guests in all enquiries in connection with high-speed Internet service, telephone and fax services, hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. 协助解答宾客关于高速网络、电话及传真服务、酒店各项设施、营业时间、酒店核心人员、店内活动、路线指引等相关咨询等等。
• To be familiar with hotel emergencies and safety procedures, respond to situations in an efficient and professional manner. (e.g.: Bomb threat, Guest trapped in the evaluator, Fire emergency) 熟悉酒店突发事件的紧急安全程序，高效专业地作出应对（例如：炸弹威胁、客人被困电梯、火警等）。
• When Reservation is off duty, Coordinate reservation-related calls and ensure proper follow-up including reservation confirmations, modifications and cancellations. Maintain accurate reservation records across hotel systems and coordinate with all stakeholders to facilitate a seamless reservation experience. To check each day’s arrival list to ensure all bookings are accurate. 协调与预订相关的来电及后续跟进工作，包括确认、更改及取消预订。确保所有酒店系统内的预订资料准确无误，并与各相关部门合作，提供流畅完善的预订体验。查看复查当日及次日抵店名单确认预订准确有效。

What you bring

• Reading, writing and oral proficiency in the English and Cantonese or Mandarin language. Fluency in other foreign languages is preferred. 良好英语、粤语或国语阅读、书写及会话能力，具备其他外语能力者优先考虑。
• Strong service orientation and a positive hospitality attitude. 有良好的服务意识和积极热情的对客态度。
• Attention to detail and accuracy, capable of managing multiple tasks and delivering quality results in a fast-paced environment. 注重细节及准确性，能在快速及繁忙的工作环境中有效处理多项工作。
• Knowledge of Opera PMS, ORS, Hotel PBX Systems and reservation systems preferred. 熟悉Opera PMS、ORS、电话交换系统(PBX)及酒店预订系统者优先考虑。

What we offer: 

• Competitive Salary, wages, and a comprehensive benefits package. 具有竞争力的薪酬、工资和全面的福利待遇 
• Excellent Training and Development opportunities. 优秀的培训和发展机会 
• Complimentary Accommodation at other Four Seasons Hotels and Resort. 全球任何四季酒店的员工折扣 
• Complimentary Dry Cleaning for Employee Uniforms. 免费干洗员工制服 
• Complimentary Employee Meals. 免费员工餐 
• Complimentary Employee Dormitory. 免费员工宿舍 
• Complimentary Employee Shuttle Bus. 免费员工班车 

 

Schedule & Hours:

• Forty hours over a five day period;  scheduled days and times may vary based on need. 5天内工作40小时；计划的日期和时间可能会根据需要而变化。