Guest Relations Specialist

Guest Relations Specialist

Requirements

• Education: Hotel Management School or equivalent
• Experience: Minimum of 1 year in Rooms division department

Responsibilities

• Handle 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.
• Develop new programs and ideas to improve guest satisfaction i.e. children’s program.
• Work closely with Room Service, Housekeeping, Laundry, Front Desk, Concierge, Reservations, Door Staff, Bell Staff and Valet Parking to assure smooth handling of in-house guests, arrivals and departures.
• Utilize a variety of software programs (i.e. Opera, Hotsos, Golden, Key, Chat) to accurately input special arrangements the guest has made and to assure proper billing.
• Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
• Contact guests at least three days prior to their arrival to obtain the arrival time and offer our airport transfer service and any other reservations for spa or restaurants.
• Look for all opportunities to create a more personalized stay, or to be able to create any WOW’s for guest.
• Ensure that all relevant departments are advised of the guest’s history requests/preferences prior to arrival.
• For VIP, extended stay and special occasion guests, choosing the appropriate amenity to be placed in the room.
• Inspect rooms on arrival and reporting any issues to be raised to the relevant departments; Housekeeping/Amenities/Minibar/Engineering.
• Greet VIP guests on arrival (Elite Guests, HRG, Specialty Suite bookers and long stay guests).
• Ensure that all Elite guests have been met by necessary management.
• Assist with reservations, in room and at the desk upon request.
• Inspect VIP rooms in house and report any issues to be raised to the relevant departments; Housekeeping/Amenities/Minibar/Engineering.
• Create ways to surpass guest expectations (such as setting up rooms for any special occasion).
• Contact long stay guest on the second day to ensure the guest is satisfied.
• Update and maintain guest profiles in opera and accurate guest history records, including the recording of guest information received from other FS Hotels or departments and the guest’s preferences.
• Manage glitches, coordinating with all departments.
• Meet VIP guests upon check out.
• Help our VIPs with any requests related to FS worldwide.
• Act as the main point of contact for all Elite guests; responding to emails within 4 hours, assisting them with all upcoming local reservations, assisting with all upcoming Four Seasons worldwide reservations.
• Meet everyday guests at Veranda, Press, pool and share information about their stay on Teams chat & pass on for the day.
• Send departure emails for HRG guests.
• Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and Planning Committee.
• Respond according to the crisis management plan to any resort emergency or safety situation.
• Comply with Four Seasons Work Rules and Standards of Conduct as set forth in EmPact.

Preferred Qualifications

No preferred qualifications provided.