Guest Experience Officer

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:

Pagoda-style pavilions rise amidst exquisite gardens and ponds. With personalised hospitality, Four Seasons provides an unrivalled experience of China’s timeless beauty. Four Seasons Hotels and Resorts is a world-leading luxury hotel management group. As a key member of the group, Four Seasons Hotel Hangzhou at West Lake has been awarded the great honor of a five- star hotel in Forbes Travel Guide 2016 to 2022. As the ancient saying goes, “In the universe, there is heaven; on earth, there is Hangzhou.” Set along the banks of the fabled West Lake, our hotel is a tranquil enclave woven with ponds, courtyards surrounding picturesque Chinese gardens, willow trees and mist-covered lagoons. Wake to views of mountain peaks, ancient temples rising from the greenery or the very waters that have enchanted poets, explorers and emperors for centuries. Start with a cup of Longjing tea in our Lobby Lounge before picking up your bicycles and heading out to explore the city, then come back for a soothing treatment in our chinoiserie-filled Spa, followed by dinner in one of Jin Sha’s private-dining rooms.

About the role: 

Assists guest with luggage during arrival and departure, makes necessary deliveries to and pick up from guest rooms, transports guest and hotel packages and parcels. 

What you will do: 

• Greet guests and escort them to their rooms.  Delivers luggage to room upon check-in and picks up luggage from room upon departure, moving the luggage to storage or the Front Drive.  Maintains proper records of deliveries and pick-ups.  

• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints, assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.  

• Greet all guests passing through the lobby and offer them assistance.  

• Complies with Four Seasons Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.  

• Works harmoniously and professionally with co-workers and supervisors.  

• Performs errands for guests and the hotel that may require local travel off the hotel property.  

• Take inventory and maintain bicycle and helmets. 

• Guest activities, transportation arraignment with E-mail & Messager reply during operation. 

What you bring: 

• One year experience working within a luxury hotel or similar environment is considered an asset 

• Excellent interpersonal skills and communication skills 

• Cross cultural sensitivity, and customer service orientation  

• Guest centricity and understanding the importance of guest preferences. 

• Mandarin speaking is required. 

What we offer: 

• Competitive Salary, wages and benefits  

• Excellent Training and Development opportunities 

• Complimentary Accommodation at other Four Seasons Hotels and Resort 

• Complimentary Dry Cleaning for Employee Uniforms 

• Complimentary Employee Meals 

• Employee activities 

Schedule & Hours: 

• This is a full-time position 

• The working hours will primarily be early mornings and days, during weekdays and weekends. 

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