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The Four Seasons Hotel Hangzhou at West Lake is looking for CORE GRO who share a passion for excellence and who infuse enthusiasm into everything they do.

We hire motivated people who we train to perform superbly, while we create an environment where they can flourish. Ultimately, our culture breeds success, and rewards it in many different ways. We encourage and expect all of our employees to behave consistently in a manner which demonstrates:

  • Commitment to supportive teamwork and open communication
  • Responsibility for ongoing enhancement of their skills and performance
  • Recognition of personal accountability for their own actions and the outcomes of those actions
  • An understanding of the effect of their behavior on our guests, their fellow employees and the reputation of the Company
  • Plan, organize, direct and control the work of employees in the Banquet while ensuring exceptional service and attention to guests

ESSENTIAL FUNCTIONS核心职责

  • The Core GRO is responsible for providing general information about the hotel and assisting callers as well as responding to emergencies by connecting the appropriate individuals by phone. 
  • Due to the central core nature of this position, the Core GRO also acts as the friendly and courteous voice of Housekeeping Team when Housekeeping Coordinator is not available.
  • The Core GRO oversees the entire sequence of service ensuring guest accommodations calls and housekeeping requests are correctly processed and carried out within the stated delivery time according to Four Seasons Standards.
  • We are looking for an individual who poses an affinity for guest service! You will be an experienced customer service professional with excellent phone skills, ability to multitask, problem solve, and have a passion for hospitality service. 
  • You will be a willing team player, comfortable with computer systems as well as communicating over the telephone.
  • We are looking for candidates who have excellent personal presentation and interpersonal skills. The ideal candidate will also have a pleasant voice and a positive attitude.
  • This position involves a heavy volume of guest contact and fluency in reading, writing, and spoken English is required. The ability to assume responsibility of the department in absence of a manager is essential.
  • This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends and holidays.
  • Responsible for incoming calls to the mainlines and transfer the calls to the respective departments. 
  • Responsible for HSKP, Laundry and Emergency calls from the guest room and satisfy guest’s inquiries with related departments by communication via Hotsos. 
  • Be able to use the Hotsos and communication should be done correctly. 
  • Responsible for Wake-up call request for in house guests. 
  • Handle the incoming messages and fax for in house guest & internal guests. 
  • Ensure to answer the calls for 24/7 and provide Four Seasons experience to the guest. 
  • Handle the voice message system. 
  • Handle the hotel’s telephone directory. 
  • Capture sales from in-coming reservations calls and coordinate details of each reservation. 
  • Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head
  • Answer General Reservations e-mail, retrieve and distribute mail. 
  • Handle guest complaints in accordance with Four Seasons policy. 
  • Process WRO, Trust, Internal Reservations, and FIT reservations 
  • Call to confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations. 
  • Run appropriate reports checking for special requests and hard blocking any rooms that are not hard blocked for special requests, inform Manager of any Special Attention, VIP guests and assist GRS in obtaining arrival times for VIPs or Special Attention guests. 
  • Monitor Front Desk reservations made night prior, address any reoccurring issues. 
  • Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival.
  • Process Employee Comp requests, handle Friends & Family requests with guidance from Department Head or Manager.
  • Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee. 
  • Respond according to the crisis management plan to any resort emergency or safety situation. 
  • Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact. 

OTHER其他

  • To perform other tasks or responsibilities assigned by superiors.

完成上级分配的其他任务和职责。

KNOWLEDGE AND SKILLS任职要求

  • Exceptional communication skills and command of English language
  • Additional language a definite asset for career growth
  • Completion of Post-Secondary Education in Hospitality or related field.
  • Previous Experience in Reservations and/or Front Office on High Volume Call Center
  • Strong Customer Service, Multi-tasking, and Communication Skills.
  • Knowledge of Opera Property Management System

Join us and enjoy…

  • An opportunity to build a life-long career with global potential and a real sense of pride in work well done
  • Best-in-industry training
  • Complimentary stays at Four Seasons properties (based on availability) with discounted meals
  • Incentive bonus/ competitive salaries
  • Employee service awards
  • Annual employee party/ social and sporting events

Learn more about what it is like to work at Four Seasons – Visit us:

http://jobs.fourseasons.com/

https://www.linkedin.com/company/four-seasons-hotels-and-resorts

Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview

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Confirmed an hour ago. Posted 30+ days ago.

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