Communications Specialist - PBX/Reservations Email Coordinator

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:

Here at Palm Beach Island’s only Five-Star, Five-Diamond resort, the feel is timeless, charming, and intimately connected to our private beachfront just steps beyond our front door. Every detail and memorable experience tells the story of the warmth and spirit of our iconic island. Dining at Four Seasons Resort Palm Beach is an experience in and of itself, with inspiration drawing from a Michelin star collaboration and the local elements. The crowning jewel of the Resort is Florie’s, the only restaurant and bar in the United States in partnership with Mauro Colagreco, recently recognized as Best of the Best in The World's 50 Best Restaurant awards. Write the next chapter of your career in an authentic Palm Beach paradise.

About the role: 

The Communication Specialist (PBX/Reservations Email Coordinator) is responsible for delivering exceptional guest engagement and revenue support for Four Seasons Hotel and Residences at The Surf Club. Serving as an extension of the Reservations, Sales, and Guest Experience teams, this role creates personalized guest interactions through timely and professional communication across email, chat, and telephone channels. 

This position plays a key role in driving revenue by converting inquiries into confirmed bookings, maximizing room and suite sales, and promoting ancillary experiences, including dining, spa, transportation, and resort activities. Through thoughtful communication and attention to detail, the Communication Specialist enhances the guest journey while upholding Four Seasons' commitment to personalized luxury service.  

This role is dedicated exclusively to Four Seasons Hotel and Residences at The Surf Club and is based at Four Seasons Resort Palm Beach. Reporting to the Senior Director of Reservations, the position operates primarily in an on-property office environment alongside the Sales and Marketing Team. Regular on-site presence is required to support training, collaboration, property immersion, and alignment with the evolving guest experience. 

What you will do: 

• Respond to guest inquiries through email, chat, and telephone in a professional, timely, and personalized manner 

• Convert reservation inquiries into confirmed bookings by identifying guest needs and presenting appropriate accommodations and experiences 

• Conduct pre-arrival outreach to confirm reservation details and personalize the guest experience 

• Promote and coordinate ancillary revenue opportunities, including dining reservations, spa appointments, transportation, celebrations, and resort activities 

• Manage inbound guest communications related to reservations, special requests, and resort services 

• Monitor and respond to guest inquiries across digital communication platforms 

• Process reservation requests received through online submissions, travel advisors, internal sales teams, and other booking channels 

• Maintain accurate guest profiles, reservation notes, communication records, and preferences within designated systems 

• Verify billing arrangements, guarantees, room preferences, and reservation details to ensure seamless guest arrivals 

• Resolve guest inquiries and concerns with professionalism, empathy, and appropriate follow-up 

• Assist with waitlisted reservations and special accommodation requests 

• Maintain comprehensive knowledge of accommodations, resort amenities, promotions, services, and local experiences 

• Collaborate closely with Sales, Marketing, and operational teams to support revenue generation and guest engagement initiatives 

• Participate in training sessions, departmental meetings, and property immersion activities to maintain product knowledge and service excellence 

What you bring: 

• College degree preferred or equivalent combination of education and relevant experience 

• Previous experience in luxury hospitality, reservations, guest services, contact centers, sales, or customer service preferred 

• Exceptional written and verbal communication skills 

• Strong guest service, relationship-building, and consultative sales abilities 

• Excellent organizational skills and attention to detail 

• Ability to manage multiple priorities in a fast-paced environment 

• Strong problem-solving and service recovery skills 

• Ability to maintain professionalism and composure under pressure 

• Proficiency in Opera PMS, Microsoft Office Suite, and guest communication systems preferred 

• Multilingual skills are highly desirable 

• Ability to work effectively with cross-functional teams and luxury clientele 

What we offer: 

• Competitive Salary & Wages 

• Comprehensive Benefits Package 

• 401(k) Retirement Plan 

• Excellent Training and Development Opportunities 

• Complimentary Accommodations at other Four Seasons Hotels and Resorts 

• Complimentary Dry Cleaning for Employee Uniforms 

• Complimentary Employee Meals 

Schedule & Hours: 

• Full-time schedule required 

• Flexibility to work rotating shifts, including evenings, weekends, and holidays as business needs require 

Work Authorization: 

• Candidates must have valid authorization to work in the United States at the time of application. 

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 - https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal