Exceptional Guest Service Ambassador

hace 1 día


Madrid, Madrid, España Four Seasons Hotels And Resorts A tiempo completo

About Four Seasons: A leader in luxury hospitality, we strive to create unforgettable experiences for our guests. Our team is passionate about delivering exceptional service and exceeding expectations.

Job Title: Exceptional Guest Service Ambassador

We are currently seeking an experienced Guest Experience Agent to join our team at Four Seasons Hotel Madrid. Reporting to the Guest Experience Assistant Managers, as well as the Front Office Manager, you will be responsible for ensuring that our guests receive the highest levels of service excellence.

Main Duties:

  • Display a friendly, courteous, and professional manner when interacting with guests, visitors, and other employees.
  • Assist in escorting guests to their rooms according to their requests and Four Seasons standards.
  • Handle guest problems or complaints by understanding the issues, following up on results, and ensuring 100% guest satisfaction.
  • Keep 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.
  • Perform site inspections for both in-house and external guests.
  • Monitor processes and adjust schedules according to priorities, understanding the dynamics and being proactive in responding.
  • Ensure courteous and professional pre-arrival contact (phone calls/emails) to provide an exceptional experience and exceed guests' expectations.
  • Monitor the Guest Experience email inbox.
  • Be attentive to guests' needs and find pride in providing exceptional service and product; anticipate guests' personal preferences and the ability to exceed expectations.
  • Keep an organized and clean workspace.
  • Know and apply the Core and Department Service Standards.
  • Remain calm and attentive, displaying concern regardless of the circumstances.
  • Know about services available in the hotel and their operating hours (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 promptly and courteously, following up with designated hotel personnel to ensure completion of requests.

Our Ideal Candidate:

  • Has experience in luxury hospitality operations.
  • Displays a natural talent for making guests feel at home.
  • Has excellent interpersonal and relationship-building skills.
  • Posesses an exceptional eye for detail.
  • Must possess the legal right to work in Spain and have fluency in English and Spanish.

Benefits:

The successful candidate will enjoy a competitive salary range of €45,000 - €60,000 per annum, depending on experience, plus benefits including health insurance, paid time off, and opportunities for career growth within Four Seasons Hotels and Resorts.



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