Communications Specialist

About the role:

The Communication Specialist 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.