Chat Communication Agent

Chat Communication Agent Location: Seoul 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 Hotel Seoul is located in the heart of Seoul, offering world-class customized services and sophisticated features based on its craft and expertise. The Hotel, standing tall with 29 glittering stories, is meant to look like an ancient Korean palace of old, but stylized and brought into the 21st century. Classic Korean nature motifs and modern aesthetics adorn the décor, reflecting the surrounding mountain backdrop and views of Gyeongbokgung and Changdeokgung Palaces. The Hotel features 8 distinct restaurants and bars, including award-winning Yu Yuan and the secret speakeasy Charles H., ranked as the Best Bar in Korea and one of the Asia's 50 Best Bars. The rest of the hotel is equally stunning with the works of over 130 Korean artists featured throughout the establishment. From contemporary art and pottery pieces in the rooms and halls to the intricate three-dimensional Korean ship created out of hundreds of ivory-colored buttons by Ran Hwang, Four Seasons Hotel Seoul has held the top spot as Seoul’s leading luxury hotel and rightfully so. Chat Agent Full time Position: Line Staff Four Seasons Hotel Seoul Responsible for managing the FS chat, from the initial greetings, handling the basic inquiries, and assisting in-house guest requests with Hotsos usage, Escalates or coordinates with relevant departments as needed and sends alerts when appropriate. Monitor all inquiries to ensure timely and proper handling, with a focus on guest satisfaction. Closes chats once the conversation is complete, or hand-over when further follow is required. Preferred Qualifications and Skills College degree Computer literate (Knowledge of Microsoft is an asset) Proficient in speaking, written in English & Korea Keep calm and pleasant attitude under high pressure environment Previous experience at the Front desk or Reservations in luxury hotel an advantage. Good organization, communication skill and business mindset Flexibility to work early mornings, days, evenings, weekends, and public holidays Responsibilities FS Chat Be the first point of contact for incoming FS chat with Initial Greetings within Four Seasons Time standards. Assist guests inquiries with hotel information, product knowledge with the personalized support. Assist the guest In-house requests and send the order through Hotsos. Upon receiving the wake up call, input the information in opera and set the alarm in phone, hand over to the next shift. Include other department related to the guest inquiries and ensure it is followed up in timely manner. Alert the department when needed. For the chat alert by guest updating the app or auto pre-arrival emails such as reason for stay or estimated hotel arrival time, update in Opera accordingly Close the chats once the conversation is complete, or leave a internal note or directly hand over when it needs to wait for guest response In case of any special attention required requests or guests, report to the Manager Follow emergency communication procedures through the chat with confidence and professionalism. Administrative Support Make a sharer reservation for next day arrival, according to the RES trace For Groups and Blocks with rooming list, assist in creating the guest profiles in Golden according to standard and download them in PMS Run the daily WRO report and assist cleaning each bookings with finding appropriate profile, guest preference, input the RES comments Visa Requirements Must already possess valid work authorization in South Korea. We look forward to receiving your application!