Guest Experience Agent (Front Desk)

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.

•   Check in guests in an efficient and friendly manner, assuring that guest is assigned type of room requested and the correct rate is charged.

•   Check out guest at end of stay, ascertaining guest satisfaction, collecting keys, posting late charges and settling bill accurately.

•   Assist with pre-arrival emails, monitor all Chat messages for Concierge, Guest Relations and FD, write special occasion card/notes, and assist with special occasion set up.

•   Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolve customer complaints; assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.

•   Utilize a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.

•   Accept reservations, changes and cancellations in the absence of Reservations Department Staff.  Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Guest Relations, Guest Services, and lobby coverage.

•    At least 1 year of hotel front desk/reception experience, preferably in a luxury hotel or resort.

•    Excellent personal presentation and interpersonal skills.

•    Strong time management skills: ability to multi-task, set priorities, and adjust to changing conditions. Willing to work in a fast-paced environment.

•    Ability to operate all computer equipment necessary to perform the job; knowledge of Microsoft Office Suite, Opera, and HotSOS preferred/is a plus.

•    Excellent communication and interpersonal skills; ability to work closely with other departments and communicate clearly and effectively with colleagues and guests.