Guest Services Representative

hace 2 semanas

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

About Four Seasons:

Four Seasons thrives on the dedication of our team members. We are a diverse group of individuals committed to personal growth, striving for excellence, and treating each other with respect and kindness. Our staff across the globe creates unforgettable experiences for our guests, residents, and partners through a commitment to luxury and heartfelt service. We understand that empowering our employees to deliver exceptional guest experiences begins with fostering a world-class workplace culture.

At Four Seasons, we prioritize recognizing familiar faces, welcoming newcomers, and treating everyone we encounter with the same respect we wish to receive. Whether you are part of our team, staying with us, or exploring our offerings, we aim to create lasting impressions that enrich your life. This stems from our belief that life is more fulfilling when we genuinely connect with those around us.

About the Location:

Experience a historic landmark infused with contemporary vibrancy. Four Seasons Hotel Madrid stands in the heart of the city, within walking distance of major attractions. Seven historic buildings have been transformed 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 sunlit pool terrace. Four Seasons is elevating luxury and service for both locals and visitors alike.

Role Overview:

We are currently seeking a Guest Experience Agent to join our dedicated team. Reporting to the Guest Experience Assistant Managers and the Front Office Manager, you will be instrumental in addressing a variety of guest needs and requests, adding your personal touch to ensure the highest standards of service excellence. Key responsibilities include:

  • Always maintaining a friendly, courteous, and professional demeanor in all interactions with guests, visitors, and colleagues.
  • Assisting in escorting guests to their accommodations as per their requests and adhering to Four Seasons standards.
  • Effectively resolving guest issues or complaints by understanding the situation thoroughly, following up on resolutions, and ensuring complete guest satisfaction.
  • Keeping relevant departments informed of necessary information or requests.
  • Managing hotel emergency procedures and situations with professionalism and composure.
  • Completing tasks and projects as assigned by the Assistant Guest Experience Manager, Front Desk Manager, or Front Office Manager.
  • Prioritizing and managing multiple tasks while ensuring accuracy and attention to detail.
  • Conducting site inspections for both in-house and external guests.
  • Monitoring processes and adjusting schedules according to priorities, demonstrating proactivity in response.
  • Ensuring courteous and professional pre-arrival communication (phone calls/emails) to provide an exceptional experience and exceed guest expectations.
  • Overseeing the Guest Experience email inbox.
  • Being attentive to guest needs and taking pride in delivering exceptional service; anticipating personal preferences and exceeding expectations.
  • Maintaining an organized and tidy workspace.
  • Understanding and applying Core and Department Service Standards.
  • Remaining calm and attentive, displaying concern regardless of circumstances.
  • Being knowledgeable about hotel services and their hours of operation (Restaurants, Spa, concierge, valet).
  • Greeting, welcoming, and anticipating every guest, ensuring effective communication among the guest experience team, reception, concierge, bell services, housekeeping, and engineering.
  • Acting as an ambassador for the lobby and food & beverage outlets.
  • Promptly and courteously accommodating all guest requests, following up with relevant hotel personnel to ensure completion.

Ideal Candidate Profile:

Our ideal Guest Experience Agent will possess experience in luxury hospitality operations, a natural ability to make 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 crafting memorable experiences for our guests.

Note: You must have the legal right to work in Spain and be fluent in both English and Spanish.

Four Seasons Hotels and Resorts offers what many hospitality professionals aspire to; the chance to build a fulfilling career with global opportunities and a genuine sense of pride in delivering exceptional service. We seek individuals who embody the Golden Rule – those 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 asset remains our talent, with whom we cultivate a strong relationship grounded in the Golden Rule. This partnership is reflected in the numerous awards received year after year by Four Seasons on both a corporate level and at our hotels, resorts, and residences worldwide, establishing us as a premier employer in the industry.

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