Guest Experience Specialist
Four Seasons
Guest Experience Specialist
Four Seasons
Luxury hotel management with branded residences
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:
Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue – find the best of both big city adventure and a tropical getaway – arrive at our lifestyle-inspired lobby, savour the fun and flavourful dining experiences, and spend the day with a swim or sway in a hammock within our two-acre sun-kissed sanctuary. It’s all set against the Miami skyline overlooking the city’s fashionable art, dining, and entertainment scenes just minutes from our doorstep.About the position
The Guest Experience Specialist supports the Guest Experience Team in delivering personalized, memorable, and unique experiences to resort guests and residents, aimed at enhancing guest satisfaction and loyalty. This position focuses on assisting with guest interactions, addressing concerns, and ensuring the quality of amenities, services, and facilities. The Guest Experience Specialist works closely with the Front Office team and Hotel Assistant Managers to help maintain high service standards.
Guest Relations:
Develop and maintain strong, positive relationships with guests to ensure memorable experiences.
Anticipate guest needs and preferences, offering personalized recommendations and assistance.
Handle escalated guest concerns or complaints in a professional and empathetic manner, ensuring swift resolution.
Guest Experience Strategy:
Collaborate with the management team to design and implement strategies that enhance the overall guest experience.
Monitor guest satisfaction metrics, such as surveys and feedback, to identify trends and areas for improvement.
Operational Support:
Actively participates in the daily arrival process, by greeting and interacting with guests and being present in the lobby.
Review amenity traces and prepare special occasion amenities, personalized welcome letters for arriving guests.
Work with other departments (Housekeeping, Front Desk, Food and Beverage, etc.) to ensure seamless service delivery for guests.Including but not limited to, Arrival, Departure, Dining.
Walk all VIP rooms prior to arrival to ensure cleanliness, amenities and traces are placed.
Track guest feedback and implement systems to address recurring issues or opportunities for improvement.
Collaborate with GEM and reach out to VIP guests prior to arrival to introduce self to confirm transportation and offer to set up itinerary items while in house to personalize their stay
Review daily glitches, assign self and develop contact as Point of Contact for glitch guests
Meet and greet VIP curbside and limousine arrivals throughout the day
Maintains a high presence in guest areas i.e. Pools, Restaurants and Lounges ensuring that any issues raised are resolved
Ability to cover Front Desk Agent shifts as business requires, perform all functions of Front Desk Agent, such as Check-In, Out and Billing, but not limited to.
Expect to work weekends and holidays based on occupancy levels
Guest Experience Reporting:
Prepare regular reports on guest satisfaction, operational performance, and areas for improvement.
Provide insights and recommendations to management based on guest feedback and experience data.
Preferred Qualifications:
Knowledge of PMS systems and guest experience tracking tools.
Previousoperational experience in the Rooms or Food & Beverage Divisions.
Benefits Four Season Employees Enjoy
Luxury hotel management with branded residences
Four Seasons manages a global network of luxury hotels, resorts, and branded residences under the Four Seasons name, typically without owning the real estate. It earns mainly through management fees tied to hotel revenue and operating profit, plus licensing and fractional ownership fees. Its differentiator is a strict focus on quality, service, culture, and brand, with offerings like branded residences and Four Seasons Residence Clubs that blend hotel services with ownership. Its goal is to maintain leadership in luxury hospitality by delivering exceptional guest experiences, expanding premium properties globally, and offering distinctive ownership that ties guests to the Four Seasons lifestyle.
Explore more opportunities at Four Seasons