Overnight Communications Agent

Overnight Communications Agent

What you will do: The Overnight Communications Agent will oversee the day-to-day operation of the Communications function, supporting service delivery across multiple departments. You will be responsible for guest and internal communications, including calls, messages, and requests, are handled efficiently and in line with Four Seasons standards. This role requires strong communication, consistency, and the ability to maintain quality across a high volume. You will act as a key point of contact for operational communication, ensuring clarity, speed, and accuracy at all times.

• Oversee all incoming and outgoing guest and internal communications
• Maintain Four Seasons standards for telephone etiquette and communication quality
• Have warm and professional phone polish and demeanor
• Coordinate communication between hotel departments and across properties
• Manage escalations, guest concerns, and service recovery with professionalism
• Monitors incoming Chat Message via FS Messengers and reply or add other departments to the conversations when appropriate
• Respond swiftly and effectively in any hotel emergency or safety situation.
• This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends and holidays.
• Assisting in preparing the welcome letter for the arrival of VIP, Preferred Partner guests etc.
• Handle guest complaints in accordance with Four Seasons policy

What you bring: We are looking for individuals who have:

• Previous experience in a Communications, PBX, or Front Office role within a hotel
• Strong communication skills and confident, professional telephone manner
• Excellent organization skills and attention to detail
• Ability to remain calm and make decisions in a fast‑paced environment
• A proactive, solution‑focused mindset
• Confidence working across multiple systems and stakeholders
• Excellent communication skills
• Facilitation skills
• Strong analytical and critical thinking skills (i.e. ability to identify when training is the actual solution and provide it if required)
• Coaching & Influencing skills
• Fluency in reading, writing, and spoken English is required. 2nd language is an asset
• Excellent interpersonal and communication skills, both in person and by telephone.
• Excellent and unwavering customer service.

Schedule & Hours:

• Schedule & Availability: As our resort operates 24/7, 365 days a year, our Overnight Communications Agent are expected to maintain flexibility to work overnight shifts, including weekends and holidays, as needed.

What we offer

• Hourly Rate: $23.95
• Dynamic Employee Culture where you are encouraged to be your true self!
• Inclusive and diverse employee engagement events all year-round
• Competitive benefits (Medical, Dental, Vision, Employee Assistance Program, and 401k Retirement Plan) as well as Vacation & Holiday Pay
• Sick Pay, Disability Coverage and Life Insurance
• Exclusive discount and travel programs with Four Seasons Hotels and Resorts around the world
• Complimentary Employee Meals
• Comprehensive learning and development programs to help you elevate your craft.
• And so much more!

Join the iconic Four Seasons Resort The Biltmore Santa Barbara, a classic estate infused with modern luxury! Learn more about the American Riviera

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.