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Guest Experience Agent
hace 2 meses
About Four Seasons:
At Four Seasons Hotels and Resorts, we believe in creating unforgettable experiences for our guests. Our team members around the world share a passion for delivering exceptional service and exceeding expectations.
About the Role:
We are seeking a skilled Guest Experience Agent to join our team. As a key member of our front office team, you will be responsible for providing personalized service to our guests, responding to their needs and requests, and ensuring that their stay with us is nothing short of exceptional.
Main Responsibilities:
- Display a friendly, courteous, and professional manner in all interactions with guests, visitors, and colleagues.
- Assist with escorting guests to their rooms, ensuring a seamless and welcoming experience.
- Handle guest complaints and issues with professionalism and empathy, striving for 100% guest satisfaction.
- Communicate effectively with support departments to ensure seamless service delivery.
- Participate in 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 manage multiple tasks with accuracy and attention to detail.
- Conduct site inspections for both in-house and external guests.
- Monitor processes and adjust schedules as needed to ensure exceptional service delivery.
- Provide pre-arrival contact to guests, exceeding their expectations and setting the tone for an exceptional stay.
- Monitor the Guest Experience email inbox and respond promptly to guest inquiries.
- Anticipate guests' needs and preferences, taking pride in providing exceptional service and exceeding expectations.
- Maintain a clean and organized workspace.
- Apply the Core and Department Service Standards to ensure exceptional service delivery.
- Remain calm and attentive, displaying concern and empathy in all interactions.
- Know and communicate hotel services and hours of operation to guests.
- Greet, welcome, and anticipate every guest, ensuring seamless communication between the guest experience team, reception, concierge, bell services, housekeeping, and engineering.
- Act as a lobby and F&B outlets ambassador, providing exceptional service and exceeding expectations.
- Accommodate all guest requests promptly and courteously, following up with designated hotel personnel to ensure completion.
Requirements:
We are looking for a skilled and experienced Guest Experience Agent who shares our passion for delivering exceptional service and exceeding expectations. The ideal candidate will possess:
Experience in luxury hospitality operations, a natural talent for ensuring our guests feel at home, excellent interpersonal and relationship-building skills, and an exceptional eye for detail.
We are committed to creating a workplace culture that values diversity, equity, and inclusion. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.
