Coordinator, Residential Guest Relations
Four Seasons Hotels
- Toronto, ON
- Permanent
- Full-time
- The successful candidate will work 5 consecutive days a week which includes 1 weekend day.
- Hours of work is 10am – 6pm EST.
- The Residential Coordinator is responsible for connecting with new and existing homeowners to establish a relationship and encourage them to travel the brand. They will support the Residential Supervisor and our global properties by performing all functions for new homeowners.
- Service – Having a clear and in depth understanding of brand expectations for Residential homeowners and beneficiaries.
- Homeowner Contact & Interaction– Performing new owner onboarding and welcome to the Service.
- Profile Creation & Enrollment – Create profiles, ensuring complete, accurate data, and enroll in Salesforce.
- The Residential Coordinator will utilize ORS to obtain rates and availability and to finalize travel bookings for homeowners, ensuring a high degree of accuracy when making reservations.
- Use a consultative sales approach to identify guests’ needs and make relevant recommendations.
- Actively seek opportunities to upsell and cross-sell additional services that add value to the guest experience.
- Liaise with property teams to flag guest arrivals, including pertinent information such as arrival time, flight info, transportation arrangements, meet & greet, local recommendations, and hotel information as needed.
- Ensure Residential homeowners and beneficiaries are accurately enrolled and receive the benefits of the service when traveling to other properties.
- Perform feedback debrief from homeowner and property after travel to identify opportunities, profile updates or any other areas for action.
- Regularly monitor for glitches and feedback.
- The Residential Coordinator will review and audit all aspects of Residential profiles, ensuring accurate data and providing relevant property support.
- Review profiles to ensure Residential profile enrichment is being carried out by the local Residential teams.
- Lead periodic audits and updates on Residential Profile initiatives, including regular audits to ensure the correct homeowners are enrolled and removed.
- Support global Residential teams by auditing/updates upon request.
- Provide regional and corporate leaders with reports on KPIs, tracking and audit results.
- Hospitality Diploma / Degree or equivalent experience
- Minimum 3 years in a direct customer service position with a focus on fostering relationships and direct sales. Experience in a Residential capacity is an asset.
- Strong customer service skills always representing the Four Season’s brand.
- Thorough knowledge of Property Management System preferred.
- Familiarity with Lotus Notes, Microsoft Word and Excel
- Demonstrate effective communication skills.
- Proven consultative sales skills.
- Strong conflict resolution skills, and excellent interpersonal skills
- Efficient typing skills
- Relationship driven, ability to create trust and establish positive relationships with the different stakeholders (Residential teams on property, Homeowners, Corporate teams)
- Excellent written and verbal communication skills
- Self-starter, patient, ability to manage competing priorities with minimal supervision.
- Intuitive with all troubleshooting
- Proactive, takes initiative.
- Strong administrator with excellent planning and organizational skills
- Creative thinker initiating new ideas and processes.
- Highly organized, detail oriented and process driven.
- Flexible and punctual with scheduling
- Always maintains professionalism and works well in a team environment.
- Ability to adapt and respond quickly to a demanding environment that is subject to constant change.