Guest Experience Agent

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

A historic landmark with modern energy. History comes to life with modern energy at Four Seasons Hotel Madrid. In the very heart of the capital – within walking distance of all the key attractions – seven historic buildings have been transformed into one dynamic destination. With rooftop dining by Spanish celebrity chef Dani García, Asian-Mediterranean cuisine at our award-winning modern cocktail bar and restaurant Isa, and a four-level Wellness Centre with a sun-splashed pool terrace, Four Seasons is bringing a new level of luxury and service to locals and guests alike.

About the role

We currently have an opportunity for a guest experience agent to join our team Reporting to the Guest Experience Assistant Managers, as well as to the Front Office Manager, 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.

What you will do

• Display, at all times, a friendly courteous and professional manner in all dealings with guests, visitors and other employees.
• Assist in escorting all 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.
• Ensuring courteous and professional pre-arrival contact (phone call/emails) to provide an exceptional experience and exceed guests' expectations.
• Monitoring 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.

What you bring

Experience in luxury hospitality operations, a natural talent for ensuring our guests feel at home, have excellent interpersonal and relationship-building skills, and an exceptional eye for detail.

We are looking for a special individual who shares our passion for excellence and who delights in the magic of 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.

What we offer:

• Competitive Salary, wages, and a comprehensive benefits package .

• Excellent Training and Development opportunities .

• Complimentary Accommodation at other Four Seasons Hotels and Resort (Employee Travel Program) .

• Complimentary Dry Cleaning for Employee Uniforms .

• 50 natural days of vacation, and the day of the birthday free .

• Complimentary Private He alth insurance .

• Complimentary Employee Meals .

Schedule & Hours:

This is a full-time position .

This role might operate on a rotating shift basis , covering morning and evening shifts throughout the week, including weekends.