Four Seasons

Publiée

Guest Experience Specialist

À propos du poste

Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact while working harmoniously and professionally with co-workers and supervisors

Utilizes a variety of software programs (Keys & Shopping Cart) to accurately input special arrangements the guest has made and to assure proper billing while ensuring concierge database is updated regularly and "insightful" information is keyed in accurately and in a timely manner.
Review transportation requirements on a daily basis and ensure cars and drivers are scheduled accordingly and planned efficiently, ensuring smooth check-in and check-out of all guests
Ensure assistance is provided to the Guest Experience Manager/ Front Office Manager in forecasting and budgeting of revenues and expenses for all areas under control.
Reviewing daily arrivals (including VIPs, special guest requests, group needs) and assigning rooms

Coordinating with respective departments especially Housekeeping/F&B to ensure all guest requests are met.
Personally managing and making personal contact with all VIP, suite guests and frequent return guests
Ensuring all front of house departments are complying with Four Seasons Core / Culture Standards and develop periodic training programs for various jobs under areas of responsibility.
Be able to handle guest complaints, resolve them, work closely with Hotel Assistant Managers and raise glitch records. Handling all guest complaints and keeping management informed when necessary while ensuring all glitches are reported in a timely manner and addressed accordingly.
All VIP and Suite room guest's amenities, special requests and welcome cards are in order prior to arrival and must be checked. IRC for all Limo check ins.
Assistant Managers and Guest Experience staff to be actively present and hands-on in the day to day operations of the hotel by making their presence felt in the lobby
The DOR/FOM/GEM must be kept informed of all activities of Front Office departments (Guest Services, Front Desk, Concierge and Transportation). All activities must be communicated/reported and solution/alternative on any problems, guest requests, special requirements are to be shared and followed upon.
Work closely with the Assistant Managers on room availability and maximize Rooms Upsell Revenue.
Yearly performance reviews to be conducted for reporting employees as scheduled and perform any other tasks and duties as directed by the management of the hotel.
To ensure that the guest experience team are highly motivated and outings are organized once every quarter for them to experience restaurants, places of interest, tours etc.
Actively monitors chat (Messenger), Keys and other mobile applications to ensure timely action.

Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Bell Desk, Front Desk, Lobby Coverage and drive way management. Be able to provide basic trouble-shooting support for in-room services such as Internet, TV, Movies, Board Games, Web service and equipment rental.
Assist with all Front Office related activities as and when required.