Guest Experience Agent

hace 1 mes

Madrid, Madrid, España Four Seasons Hotels and Resorts A tiempo completo
About Four Seasons Hotels and Resorts

Four Seasons Hotels and Resorts is a world-renowned hospitality company that prides itself on delivering exceptional guest experiences. With a commitment to luxury and genuine heart, our team members around the world create unforgettable moments for our guests, residents, and partners.

About the Role

We are seeking a highly skilled and dedicated Guest Experience Agent to join our team. As a Guest Experience Agent, you will be responsible for responding to a wide variety of guest needs and requests, adding your personal recommendations and touches to ensure that our guests receive the highest levels of service excellence.

Main Responsibilities
  • Display a friendly, courteous, and professional manner in all dealings with guests, visitors, and other employees.
  • Assist in escorting guests to their rooms in accordance with their requests and the Four Seasons standards.
  • Handle guest problems or complaints by understanding the problems with all aspects, following up the results, and making sure to end the problems with 100% guest satisfaction.
  • Keep all support departments informed of necessary information or requests.
  • Handle hotel emergency procedures and situations with maturity and professionalism.
  • Perform tasks and projects as delegated by the Assistant Guest Experience Manager, Front Desk Manager, or Front Office Manager.
  • Prioritize and handle multiple tasks ensuring accuracy and attention to detail is met.
  • Perform site inspection for both in-house and external guests.
  • Monitor processes and adjust schedule according to priorities; to understand the dynamics and be proactive in responding.
  • Ensure courteous and professional pre-arrival contact (phone call/emails) to provide an exceptional experience and exceed guests' expectations.
  • Monitor Guest Experience email inbox.
  • Be attentive to guests' needs and to find pride and purpose in providing exceptional service and product; to anticipate guests' personal preferences and the ability to exceed expectations.
  • Keep an organized and clean work space.
  • Know and apply the Core and Department Service Standards.
  • Remain calm and attentive, and displays concern regardless of the circumstances.
  • Know about services available in the hotel and the hours of operation (Restaurants, Spa, concierge, valet).
  • Greet, welcome, and anticipate every guest, ensure proper communication between the guest experience team, reception, concierge, bell services, housekeeping, and engineering.
  • Lobby and F&B outlets ambassador.
  • Accommodate all guest requests expediently and courteously. Follow-up with designated hotel personnel to ensure completion of requests.
Requirements
  • Experience in luxury hospitality operations.
  • Natural talent for ensuring our guests feel at home.
  • Excellent interpersonal and relationship-building skills.
  • Exceptional eye for detail.
  • Fluency in English and Spanish.

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