Four Seasons Hotels
Guest Experience Specialist
The Guest Experience Specialist supports the Guest Experience Team in delivering personalized, memorable, and unique experiences to resort guests and residents, aimed at enhancing guest satisfaction and loyalty. This position focuses on assisting with guest interactions, addressing concerns, and ensuring the quality of amenities, services, and facilities. The Guest Experience Specialist works closely with the Front Office team and Hotel Assistant Managers to help maintain high service standards. Guest Relations
Develop and maintain strong, positive relationships with guests to ensure memorable experiences. Anticipate guest needs and preferences, offering personalized recommendations and assistance. Handle escalated guest concerns or complaints in a professional and empathetic manner, ensuring swift resolution. Guest Experience Strategy
Collaborate with the management team to design and implement strategies that enhance the overall guest experience. Operational Support
Actively participates in the daily arrival process, by greeting and interacting with guests and being present in the lobby. Review amenity traces and prepare special occasion amenities, personalized welcome letters for arriving guests. Work with other departments (Housekeeping, Front Desk, Food and Beverage, etc.) to ensure seamless service delivery for guests. Including but not limited to, Arrival, Departure, Dining. Walk all VIP rooms prior to arrival to ensure cleanliness, amenities and traces are placed. Track guest feedback and implement systems to address recurring issues or opportunities for improvement. Collaborate with GEM and reach out to VIP guests prior to arrival to introduce self to confirm transportation and offer to set up itinerary items while in house to personalize their stay. Review daily glitches, assign self and develop contact as Point of Contact for glitch guests. Meet and greet VIP curbside and limousine arrivals throughout the day. Maintains a high presence in guest areas i.e. Pools, Restaurants and Lounges ensuring that any issues raised are resolved. Ability to cover Front Desk Agent shifts as business requires, perform all functions of Front Desk Agent, such as Check-In, Out and Billing, but not limited to. Expect to work weekends and holidays based on occupancy levels. Guest Experience Reporting
Prepare regular reports on guest satisfaction, operational performance, and areas for improvement. Provide insights and recommendations to management based on guest feedback and experience data. Preferred Qualifications
Reading, writing and oral proficiency in the English language, multilingual abilities preferred. Excellent communication and interpersonal skills, with a focus on empathy and active listening. Strong problem-solving abilities and the ability to handle high-pressure situations with professionalism. Knowledge of PMS systems and guest experience tracking tools. Previous operational experience in the Rooms or Food & Beverage Divisions. Benefits Four Season Employees Enjoy
Competitive Employee Health, Basic Dental and Vision Insurance Complimentary Rooms Nights at Four Seasons Exclusive discount and travel programs with Four Seasons Vacation, Sick and Holiday Pay Paid Parental Leave 401k plan with match Energizing Employee Culture where you are encouraged to be your true self! Comprehensive learning and development programs to help you master your craft. Inclusive and diverse employee engagement events all year-round. And so much more! Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.
The Guest Experience Specialist supports the Guest Experience Team in delivering personalized, memorable, and unique experiences to resort guests and residents, aimed at enhancing guest satisfaction and loyalty. This position focuses on assisting with guest interactions, addressing concerns, and ensuring the quality of amenities, services, and facilities. The Guest Experience Specialist works closely with the Front Office team and Hotel Assistant Managers to help maintain high service standards. Guest Relations
Develop and maintain strong, positive relationships with guests to ensure memorable experiences. Anticipate guest needs and preferences, offering personalized recommendations and assistance. Handle escalated guest concerns or complaints in a professional and empathetic manner, ensuring swift resolution. Guest Experience Strategy
Collaborate with the management team to design and implement strategies that enhance the overall guest experience. Operational Support
Actively participates in the daily arrival process, by greeting and interacting with guests and being present in the lobby. Review amenity traces and prepare special occasion amenities, personalized welcome letters for arriving guests. Work with other departments (Housekeeping, Front Desk, Food and Beverage, etc.) to ensure seamless service delivery for guests. Including but not limited to, Arrival, Departure, Dining. Walk all VIP rooms prior to arrival to ensure cleanliness, amenities and traces are placed. Track guest feedback and implement systems to address recurring issues or opportunities for improvement. Collaborate with GEM and reach out to VIP guests prior to arrival to introduce self to confirm transportation and offer to set up itinerary items while in house to personalize their stay. Review daily glitches, assign self and develop contact as Point of Contact for glitch guests. Meet and greet VIP curbside and limousine arrivals throughout the day. Maintains a high presence in guest areas i.e. Pools, Restaurants and Lounges ensuring that any issues raised are resolved. Ability to cover Front Desk Agent shifts as business requires, perform all functions of Front Desk Agent, such as Check-In, Out and Billing, but not limited to. Expect to work weekends and holidays based on occupancy levels. Guest Experience Reporting
Prepare regular reports on guest satisfaction, operational performance, and areas for improvement. Provide insights and recommendations to management based on guest feedback and experience data. Preferred Qualifications
Reading, writing and oral proficiency in the English language, multilingual abilities preferred. Excellent communication and interpersonal skills, with a focus on empathy and active listening. Strong problem-solving abilities and the ability to handle high-pressure situations with professionalism. Knowledge of PMS systems and guest experience tracking tools. Previous operational experience in the Rooms or Food & Beverage Divisions. Benefits Four Season Employees Enjoy
Competitive Employee Health, Basic Dental and Vision Insurance Complimentary Rooms Nights at Four Seasons Exclusive discount and travel programs with Four Seasons Vacation, Sick and Holiday Pay Paid Parental Leave 401k plan with match Energizing Employee Culture where you are encouraged to be your true self! Comprehensive learning and development programs to help you master your craft. Inclusive and diverse employee engagement events all year-round. And so much more! Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.