Waiter/Waitress

Four Seasons Hotels and Resorts

New York, NY, USA

Published: 6/14/2022

Job Description

Four Seasons Hotel New York Downtown

OUR VISION:

We are New York’s Luxury Lifestyle Icon.

OUR MISSION:

To inspire meaningful connections…
To curate exceptional experiences…
To deliver passionate service…

…with kindness, care and a commitment to excellence

Our value proposition is to provide our guests with a catalog of experiences for a life well lived, in addition to the Four Seasons service excellence promise.

OUR PURPOSE:

To Enrich the Lives of Employees, Guests and the Community around us

OUR VALUES:

We think differently
We are client obsessed
We have passion
We own it
We truly care about each other
We have integrity

Join Our Team

The Four Seasons Hotel New York Downtown is looking for a Guest Services Agent who fully embodies our values, shares a passion for excellence, and infuses enthusiasm into everything they do. As Guest Services Agent you will be accountable for shaping the client experience by providing exceptional service in support of our world-renowned hotel. FSNYD is recognized as a Forbes 5 Star Hotel; Forbes 5 Star Spa and AAA 5 Diamond Hotel.

This position reports to the Front Office Manager. Work authorization for the location is required.

Four Seasons Hotel New York Downtown is diverse, inspiring and vibrant. As Guest Services Agent, you will be part of a team that prides itself on excellent service, driving inclusion & belonging, working collaboratively, demonstrating mutual respect and having a passion for providing exceptional client experiences. Your role is vital to the success of Four Seasons New York Downtown. You will be able to shape your work environment by contributing to new ideas, offer solutions and find ways to collaborate with all departments being at the heart of the operation. In return you will be provided with the same level of care that we expect to be shared with our employees and all backed by our impressive Employee Value Proposition.

In this position you will report to the Front Office Manager.

Work authorization for the location is required.

AWARDS

Forbes 5 Stars Hotel & 5 Stars Spa
Forbes employee of the year 2020
AAA 5 Diamonds
Virtuoso Best New Comer 2017

WHO YOU ARE:

You are enthusiastic, optimistic and passionate. You are self-driven and solution oriented. You are invested in your team, you listen, care about their development and celebrate your team’s success. You set expectations and know to ‘inspect what you expect’. You foster inclusion and embrace diversity. You take feedback as an opportunity to help you grow. You work smart, you are organized and have a strategy to achieve your goals. You plan your tasks carefully, you are pro-active and organized ensuring you’re effective. You are client obsessed and create opportunities to connect in meaningful ways, building lasting relationships. You have integrity and your actions match your words.

BASIC PURPOSE: The Guest Services Agent welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

ESSENTIAL FUNCTIONS:

Checks in guest in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction. Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, exchanges foreign currency. Reconciles all transactions at the close of each shift. Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone. Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. Accepts reservations, changes and cancellations in the absence of CORE Department Staff. Can answer guest calls and direct them appropriately in the absence of a Hotel Communications Agent. Ability to quote and be familiar with room and rate availability for current and future dates. Ability to select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested. Ability to work closely with the Concierge staff to coordinate the efficient handling of guest luggage and follow up on guest inquiries.

QUALIFICATIONS AND SKILLS

We are looking for individuals who have a knowledge of Front Desk Operations with good communication skills. Applicants are required to have physical mobility as lifting, walking, bending and moving objects up to 50 lbs. Speaking, writing and reading English is required. Positive attitude and willing to learn is must. This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends and holidays.

WHAT TO EXPECT:

The 3 C’s are the defining characteristics of our brand and drive everything we do and say:

We foster connections to people and place. We cultivate craftsmanship and mastery. We celebrate character and personality.

We are powered by people and our culture enables everything we do.
Four Seasons opens a career like no other – experience exceptional people, places, and development that help you reach your potential.
Four Seasons is the place to grow craftsmanship, develop personal excellence, and nurture a love of hospitality.

Our people don’t just report to their jobs – they show up for their passions
You will be part of a team with a clear Vision, a solid Purpose and where our Values drive everything we do
You will be able to indulge your passion for excellence and have the ability to impact people’s lives for the better and truly make a difference
A place where you can achieve your potential and become the best version of you – with leaders who are invested in your career with future opportunities across the Four Seasons brand
A place where you can truly be you
Where your opinion matters and your voice will be heard
Where you can influence your work environment and shape the journey to realizing our Vision
Where you can join employee led committees focused on Elevating our Product and Driving Revenue
Where we appreciate your hard work and commitment and recognize this through a competitive reward program, a robust benefit plan and delivering on our Employee Value Proposition

We look forward to receiving your application.

******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. ******

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf