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.

• Handles all guest interactions with the highest level of hospitality and professionalism.
• Accommodating special requests whenever possible.
• Daily guest interactions and resolving glitches.
• Assists customers in all inquiries concerning hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Supporting the other departments during busy periods.

Daily duties include, but are not limited to:

•  Engage with guests through various communication channels, including in-person, phone, email, and Four Seasons Chat.
• Take a proactive role in driving guest-centric initiatives designed to elevate the guest experience and enhance the recognition of VIP guests.
• Collaborate with the team to ensure the timely and thoughtful placement of special occasion amenities (e.g., anniversaries, birthdays, honeymoons, etc.).
• Review daily arrivals to ensure proper management of Special Attention Guests, VIPs, Elite members, and high-return guests.
• Assist the Guest Experience team with courtesy calls to designated in-house VIPs and preparation of arrival welcome letters.
• Conduct detailed inspections of Top VIP rooms to confirm that all pending details are addressed, promptly reporting any issues to Engineering and Housekeeping management.
• Perform room inspections for VIPs to ensure that amenities, welcome cards, and special touches have been meticulously arranged.
•  Personally greet VIP guests upon arrival and provide in-room check-in and check-out services.
• Escort VIP guests to their transportation and offer a gracious farewell upon departure.

• A working knowledge of division operations, typically gained through on-the-job experience.
• Ability to operate computer equipment and other department systems.
• Proficiency in reading, writing, and speaking English and Russian

• More than one year of experience in related roles, with sufficient exposure to Rooms Division departments.
• Advanced computer skills, including experience with Opera systems, and strong guest service capabilities.

• Strong interpersonal skills, with a warm and welcoming approach to hotel guests.
• Provides exceptional, consistent service, adhering to the Golden Rule and maintaining guest satisfaction.

• Efficient in managing complaints and resolving issues, with creative and practical solutions to enhance service quality.
• Always maintains a positive attitude, even during challenging or busy periods.

• Demonstrates the ability to multi-task and work effectively with diverse individuals and groups to ensure top-quality service.
• Actively participates in operations and role models excellent service to both guests and employees.