Voice Lead Agent
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:
Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing.
Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.
We have an exciting opportunity for a Part-Time Lead Agent to join our Corporate Worldwide Reservations & Revenue Team.
Working with the Voice Supervisors and Lead Agent in the Worldwide Reservation Operations department. Working with the Voice Supervisors and Lead Agents, this role will contribute to the smooth daily operations and success of the Worldwide Reservations team. They will provide direct support to Four Seasons’ most valued guests via phone and email. In addition, this role will provide direct assistance to our Elite guests, including the preparation of hotel audits, and assist with maintaining email service levels, as required. This position will assist with special projects as assigned by the Contact Centre.
This role is a fully remote part-time position working a max of 20h per week – between the hours of, 4:00pm to 12pm, subject to change. This role be report to the Supervisor, Contact Centre. This role involves interactions with primarily internal stakeholders at various levels.
Key Activities/ What You’ll Be Doing
Sales & Customer Service :
- Provide prompt attention to communications received through various channels (from guests, their representatives, Four Seasons properties and other corporate divisions) regarding reservations, WRO operating systems and profile queries (Agent Profiles and Commission inquires for Travel Agents)
- Manage and serve our very best guests in a timely and professional manner, achieving defined service levels.
- Handle queries from WRO staff and Four Seasons Hotels about all information loaded in ORS for their respective properties.
- Provide feedback for properties on reservation related concerns as necessary.
- Update portal (Conversion results, break schedules, newsletter, information or attachments on properties etc.)
- Complete daily operational reporting updates for WRO Leadership and properties
- Assist new properties with reservations during pre-opening phase.
- Coordinate information with other departments within WRO (Distribution, Central Systems Support, CIS, OTA)
- Provide real-time feedback, coaching and support to team members as required
- Support WRO leadership with Emergency and Business continuity procedures as required.
- Assist with handling reservations and inquiries for Elite guest and Office of the President.
- Assisting with Mobile chat and Reservation Clean up.
Desired Skills/ Who You Are
- Ability to learn quickly and adapt to a fast paced and often changing environment
- Self-motivated and uses sound judgement when interacting with clients and colleagues
- Demonstrates a pleasant, courteous, efficient and professional manner in writing or on the telephone as needed
- Enthusiastic, positive, friendly attitude
- Reliable and flexible
- Excellent attendance and adherence to schedules
- Exceptional customer service skills
- Excellent interpersonal skills
- Superior written and verbal communication skills
- Skilled in use of computers and the Internet
- Efficient typing skills (minimum 30-40wpm)
- Proven consultative sales skills (including up selling and cross selling)
- Proven ability to overcome objections.
Experience, Education and Professional Qualifications / What You Bring
- High School graduate and some college or university courses completed
- Post-secondary diploma preferable
- 1 – 3 years leadership / real time management experience in Sales and Customer Service in an inbound Contact Centre or hotel reservations environment