Guest Experience 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.

 The Guest Experience Agent is a key element for the success of the guest journey whose main objective is to recognize, meet & greet and anticipate the guest´s needs throughout their stay while curating memorable moments for them. 

Must be able to accommodate any reasonable guest request either personally or through the pertinent departments utilizing approved communication channels to ensure efficiency within the process. Will act as point of contact for VIP´s and special attention guests assigned by management team throughout their stay. 

• At least 2~3 years of relevant work experience in Luxury Hotel.    

• Self-driven and a strategic resourcing professional.    

• Able to work independently and under pressure in a fast pace working environment.    

• Good team spirit, cooperative with good communication and interpersonal skills.    

• Ability to multi-task in a high-volume environment, utilizing a variety of computer systems to check in and out, run daily reports, select/assign rooms arriving guests, and restaurant/activity/spa reservation systems.

• Reading, writing and oral proficiency in both Spanish and English language 

• Able to multitask and prioritize workload and projects simultaneously and efficiently. 

• Prepares and sets up “Welcome Experience” for every guest arrival in coordination with the rest of the Front Office Team (welcome beverage, cold oshi-bouri, etc.) 

• Is able to perform a check in personalizing each interaction. 

• Prepares and sets up “Farewell Experience” for guest´s departure in coordination with the rest of the Front Office Team.

• Connects with guests assigned on a daily basis, anticipates and coordinates any transportation need, restaurant reservation, etc.

• Plans and executes special and meaningful tokens/experiences for guests assigned throughout their stay utilizing approved vendors and budget.  

• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interactions with guest will be in person, phone, FS Chat and by email. 

• Utilizes a variety of computer systems to communicate with guests, run reports, etc. 

• Communicates with internal personnel and departments via radio, Hotsos, Teams, and phones. Chat guests via messenger application and utilize Four Seasons guest recognition program.  

• Works harmoniously and professionally with co-workers and supervisors. 

• Assists with responsibilities and duties in the absence of or due to heavy volume in areas of Guest Services and lobby coverage. 

• Works closely with Guest Service staff to ensure smooth handling of guest luggage, guest escorts, deliveries and special requests.  

• Perform other tasks or projects as assigned by management. 

Four Seasons Hotels and Resorts opened its first hotel in 1961, and its history has been one of continuous innovation, remarkable growth, and an unwavering commitment to the highest standards. For nearly 50 years, Four Seasons has transformed the hospitality industry by combining genuine care and efficiency with the finest traditions of international hospitality. Four Seasons Hotels and Resorts has been ranked EVERY YEAR as one of FORTUNE Magazine’s “100 Best Companies to Work For” since 1998 and has been named a Great Place to Work Legend, an honor currently held by only 12 companies worldwide. 

Currently operating 120 hotels and resorts and 45 residential properties in major city centers and resort destinations across 47 countries, with more than 50 projects under planning or development, Four Seasons consistently ranks among the world’s finest hotels and most prestigious brands in reader surveys, traveler reviews, and industry awards. Our greatest asset—and the key to our success—is our people. We believe that each of us deserves a sense of dignity, pride, and satisfaction in what we do.  

At Four Seasons, we guide all our actions by the Golden Rule: “Treat others as you would like to be treated.” Here, you will work on a team built on mutual respect, collaboration, exceptional service, and a passion for hospitality. As a luxury brand, your work will also be guided by the highest standards to ensure exceptional quality and service at all times. Expect to work hard while having fun and learning along the way, taking your career, experience, and skills to the next level. As an added benefit, working with Four Seasons gives you the opportunity to build an international career and travel around the world while staying at incredible properties at no cost.  

Company Website: www.fourseasons.com   
Internal Careers: https://jobs.fourseasons.com/   
LinkedIn: https://www.linkedin.com/company/four-seasons-hotels-and-resorts   
Facebook: https://www.facebook.com/FourSeasonsJobs   
Twitter: https://twitter.com/FourSeasonsJobs