Guest Service Officer - Mandarin Speaking

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 Front Desk Receptionist welcomes guests to the property, providing an exceptional guest experience at check-in, during the guest’s stay and on departure. This role works to achieve the highest level of guest satisfaction during their arrival and departure, plus responding to a wide variety of guest requests, assessing guest needs, adding personal recommendations, and aligning with Four Seasons service standards. This role is part of the Front Office, reporting into the Front Office Manager.

• →Handle guest check-in and check-out processes with the highest level of hospitality and professionalism.
• →Assist guests with inquiries regarding resort facilities, services, operating hours, in-house events, transportation arrangements, directions, and local information.
• →Communicate effectively with Mandarin-speaking guests and provide personalized assistance to ensure a seamless guest experience.
• →Ensure compliance with all Front Desk policies and procedures, including credit card handling and PCI compliance standards.
• →Maintain and balance the assigned cashier bank, process cash transactions, exchange foreign currencies, cash checks where applicable, and reconcile all transactions at the end of each shift.
• →Handle safety deposit box requests, including issuance, guest access, documentation, and closing procedures in accordance with resort policies.
• →Utilize various hotel systems, including Opera, Golden, FS Chat, and telephone systems.
• →Assist with reservations, modifications, and cancellations when required, and maintain up-to-date knowledge of room availability, room types, and applicable rates.
• →Answer guest calls promptly and professionally, directing inquiries to the appropriate department when necessary.
• →Respond to guest requests and concerns accurately, efficiently, and in a timely manner through in-person interactions, telephone calls, and digital communication platforms.
• →Handle guest complaints, service recovery situations, and emergency procedures with professionalism.
• →Serve as a language resource for Mandarin-speaking guests by providing translation assistance and facilitating communication between guests and resort departments when needed.
• →Collaborate effectively with colleagues and supervisors across all departments to deliver exceptional guest experiences and uphold Four Seasons service standards.

• Previous experience in Front Office, Guest Services, or a related position within a luxury hotel or resort environment is preferred.
• Fluent in Mandarin and English, with excellent verbal and written communication skills. Proficiency in additional foreign languages is an advantage.
• A genuine passion for delivering personalized, intuitive, and exceptional guest experiences.
• Strong interpersonal, communication, and problem-solving skills, with the ability to build rapport with guests from diverse cultural backgrounds.
• Professional appearance, positive attitude, and confidence in a guest-facing role.
• Ability to work efficiently in a fast-paced environment while maintaining exceptional attention to detail.
• Knowledge of hotel operating systems and Microsoft Office applications is advantageous.
• Flexibility to work rotating shifts, weekends, and public holidays as required by business needs.
• Diploma or equivalent qualification in Hospitality, Tourism, or a related discipline.