Four Seasons Hotels and Resorts
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Guest Experience Specialist
role at
Four Seasons Hotels and Resorts
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 Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue – find the best of both big city adventure and a tropical getaway – arrive at our lifestyle-inspired lobby, savour the fun and flavourful dining experiences, and spend the day with a swim or sway in a hammock within our two-acre sun-kissed sanctuary. It’s all set against the Miami skyline overlooking the city’s fashionable art, dining, and entertainment scenes just minutes from our doorstep.
The Position 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.
Responsibilities
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; monitor guest satisfaction metrics, such as surveys and feedback, to identify trends and areas for improvement.
Operational Support: Actively participate in the daily arrival process, greet and interact with guests in the lobby; review amenity traces and prepare special occasion amenities and personalized welcome letters; coordinate with departments (Housekeeping, Front Desk, Food and Beverage) to ensure seamless service; walk VIP rooms prior to arrival to ensure cleanliness and amenity placement; track guest feedback and implement systems to address recurring issues; reach out to VIP guests prior to arrival to personalize their stay; serve as Point of Contact for glitches; greet VIP curbside and limousine arrivals; maintain high presence in guest areas to resolve issues; cover Front Desk Agent shifts as needed (Check-In, Check-Out, Billing, etc.); work weekends and holidays based on occupancy.
Guest Experience Reporting: Prepare regular reports on guest satisfaction, operational performance, and areas for improvement; provide insights and recommendations based on guest feedback and experience data.
Preferred Qualifications
Reading, writing and oral proficiency in English; 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 Seasons 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. To access the EEOC information poster, visit https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
Additional Details
Seniority level: Not Applicable
Employment type: Full-time
Job function: Customer Service
Industries: Travel Arrangements and Hospitality
Referrals increase your chances of interviewing at Four Seasons Hotels and Resorts by 2x. Get notified about new Customer Service Specialist jobs in Miami, FL.
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Guest Experience Specialist
role at
Four Seasons Hotels and Resorts
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 Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue – find the best of both big city adventure and a tropical getaway – arrive at our lifestyle-inspired lobby, savour the fun and flavourful dining experiences, and spend the day with a swim or sway in a hammock within our two-acre sun-kissed sanctuary. It’s all set against the Miami skyline overlooking the city’s fashionable art, dining, and entertainment scenes just minutes from our doorstep.
The Position 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.
Responsibilities
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; monitor guest satisfaction metrics, such as surveys and feedback, to identify trends and areas for improvement.
Operational Support: Actively participate in the daily arrival process, greet and interact with guests in the lobby; review amenity traces and prepare special occasion amenities and personalized welcome letters; coordinate with departments (Housekeeping, Front Desk, Food and Beverage) to ensure seamless service; walk VIP rooms prior to arrival to ensure cleanliness and amenity placement; track guest feedback and implement systems to address recurring issues; reach out to VIP guests prior to arrival to personalize their stay; serve as Point of Contact for glitches; greet VIP curbside and limousine arrivals; maintain high presence in guest areas to resolve issues; cover Front Desk Agent shifts as needed (Check-In, Check-Out, Billing, etc.); work weekends and holidays based on occupancy.
Guest Experience Reporting: Prepare regular reports on guest satisfaction, operational performance, and areas for improvement; provide insights and recommendations based on guest feedback and experience data.
Preferred Qualifications
Reading, writing and oral proficiency in English; 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 Seasons 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. To access the EEOC information poster, visit https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
Additional Details
Seniority level: Not Applicable
Employment type: Full-time
Job function: Customer Service
Industries: Travel Arrangements and Hospitality
Referrals increase your chances of interviewing at Four Seasons Hotels and Resorts by 2x. Get notified about new Customer Service Specialist jobs in Miami, FL.
#J-18808-Ljbffr