Hospitality Engagement Agent
hace 2 meses
About Four Seasons:
Four Seasons thrives on the dedication of our team members. We are a diverse group of individuals who strive for excellence, pushing boundaries and treating one another with respect and kindness. Our staff across the globe crafts unforgettable experiences for our guests, residents, and partners through a commitment to luxury and heartfelt service. We understand that empowering our people to deliver exceptional guest experiences starts with fostering a world-class employee experience and nurturing company culture.
At Four Seasons, we cherish recognizing familiar faces, welcoming newcomers, and treating everyone we encounter with the utmost respect. Whether you collaborate with us, stay with us, or explore with us, our mission is to create lasting impressions that resonate for a lifetime. This stems from our belief that life is enriched when we genuinely connect with the people and the world around us.
About the location:
A historic site infused with contemporary vibrancy. At Four Seasons Hotel Madrid, history merges with modernity in the heart of the capital – conveniently located near all major attractions. Seven historic structures have been reimagined into a vibrant destination featuring rooftop dining by renowned Spanish chef Dani García, Asian-Mediterranean cuisine at our acclaimed cocktail bar and restaurant Isa, and a comprehensive Wellness Centre complete with a sun-drenched pool terrace, elevating luxury and service for both locals and visitors alike.The Role of Guest Services Specialist:
We are currently seeking a guest services specialist to join our esteemed team. Reporting to the Guest Experience Assistant Managers and the Front Office Manager, you will be tasked with addressing a diverse range of guest needs and requests, adding your personal touch to ensure our guests receive unparalleled service excellence. Key responsibilities include:
Always exhibit a friendly, courteous, and professional demeanor in all interactions with guests, visitors, and colleagues. Assist in escorting guests to their accommodations in accordance with their preferences and Four Seasons standards. Address guest concerns or complaints by thoroughly understanding the issues, following up on resolutions, and ensuring complete guest satisfaction. Keep all relevant departments informed of necessary information or requests. Manage hotel emergency procedures and situations with composure and professionalism. Execute tasks and projects as assigned by the Assistant Guest Experience Manager, Front Desk Manager, or Front Office Manager. Prioritize and manage multiple tasks while ensuring accuracy and attention to detail. Conduct site inspections for both in-house and external guests. Monitor processes and adjust schedules according to priorities, demonstrating proactivity in response. Ensure courteous and professional pre-arrival communication (phone calls/emails) to provide an exceptional experience and exceed guest expectations. Oversee the Guest Experience email inbox. Be attentive to guest needs, taking pride in delivering exceptional service and products; anticipate personal preferences and strive to exceed expectations. Maintain an organized and tidy workspace. Familiarize yourself with and apply the Core and Department Service Standards. Remain calm and attentive, demonstrating concern regardless of the circumstances. Be knowledgeable about the services available in the hotel and their operating hours (Restaurants, Spa, concierge, valet). Greet, welcome, and anticipate every guest, ensuring effective communication between the guest experience team, reception, concierge, bell services, housekeeping, and engineering. Act as an ambassador for the lobby and F&B outlets. Expedite and courteously accommodate all guest requests. Follow up with designated hotel personnel to ensure completion of requests.Our Ideal Guest Services Specialist candidate will possess:
Experience in luxury hospitality operations, a natural aptitude for making guests feel at home, excellent interpersonal and relationship-building skills, and a keen eye for detail.
We seek a unique individual who shares our passion for excellence and delights in curating special experiences and memories for our guests.
You must possess the legal right to work in Spain and have fluency in English and Spanish.
Four Seasons Hotels and Resorts offers what many hospitality professionals aspire to; the chance to build a lifelong career with global potential and a genuine sense of pride in a job well done. We seek talent who embody the Golden Rule – individuals who inherently believe in treating others as they wish to be treated. As Four Seasons aims for remarkable growth in the coming years, our most valuable partners remain our talent, with whom we cultivate a strong relationship grounded in the Golden Rule. This relationship is reflected in the numerous awards received year after year by Four Seasons on a corporate level, as well as by our hotels, resorts, and residences worldwide, solidifying our status as an undisputed "employer of choice."
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