Communications Specialist

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 role: 

The Communications Specialist is responsible for managing guest communications, reservation inquiries, service requests, and pre-arrival interactions across multiple communication channels. This role supports the Shared Services model serving Four Seasons Resort Palm Beach, Four Seasons Hotel and Residences at The Surf Club, and Four Seasons Hotel and Residences Fort Lauderdale. Working closely with Reservations, Sales, Front Office, and operational teams, the Communications Specialist ensures timely, accurate, and personalized communication while maintaining Four Seasons standards of excellence. 

This position is based at Four Seasons Resort Palm Beach and reports to the Director of Reservations. The ability to travel and support other South Florida properties as business needs require is essential. 

What you will do: 

• Respond to guest inquiries, reservation requests, and service requests via email, chat, and telephone in a timely and professional manner 

• Utilize a consultative sales approach to identify guest needs and provide personalized recommendations 

• Promote resort experiences, accommodations, dining, transportation, spa services, and other amenities to enhance the guest journey 

• Accurately process reservations while explaining rates, availability, policies, and cancellation terms 

• Maintain exceptional quality standards while meeting established productivity and performance goals 

• Support communication efforts across the Reservations and Communications Center, ensuring service standards are consistently achieved 

• Monitor and manage shared email inboxes, prioritizing guest requests and urgent communications 

• Ensure all guest correspondence is answered within established response time standards 

• Utilize approved templates while personalizing communications to create meaningful guest interactions 

• Coordinate guest requests with operational departments to ensure seamless service delivery 

• Liaise with Reservations, Front Office, Housekeeping, Food & Beverage, Sales, and other teams on behalf of guests 

• Resolve guest concerns and service recovery situations with professionalism and empathy 

• Follow up with guests as needed to ensure satisfaction and resolution 

• Assist with coaching, mentoring, and supporting Communications Center team members 

• Support quality assurance initiatives by conducting audits of guest communications and identifying opportunities for improvement 

• Maintain accurate records of guest interactions, communications, and follow-up actions 

• Prepare reports related to communication performance, guest feedback, response times, and service standards 

• Identify trends and recommend improvements to enhance guest satisfaction and operational efficiency 

What you bring: 

• 1–2 years of experience in hospitality, reservations, guest services, customer service, or administrative support 

• Previous luxury hospitality experience preferred 

• Excellent verbal and written communication skills 

• Strong guest service and relationship-building abilities 

• Ability to analyze guest situations and provide solutions that exceed expectations 

• Strong organizational, multitasking, and follow-up skills with attention to detail 

• Positive attitude and professional demeanor 

• Strong computer proficiency including Microsoft Office and Opera PMS 

• Ability to learn and navigate multiple software systems simultaneously 

• Strong time-management and prioritization skills 

• Ability to work independently while collaborating effectively within a team environment 

• Fluency in reading, writing, and spoken English 

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 mornings, evenings, weekends, and holidays based on business needs 

• Ability to support any of the South Florida Shared Services properties as required 

Work Authorization: 

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