Overnight Communications Agent

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.

We are looking for a passionate and driven Overnight Communications Agent to join our team and significantly contribute to reopen our newly remodeled resort in the American Riviera, Santa Barbara!

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 

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 & 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.