Guest Relations Agent Four Seasons Hotels and Resorts

Four Seasons Hotels and Resorts is presently accepting applications from suitable candidate for the job role of Guest Relations Agent. The selected candidate will manages the guest experience by addressing inquiries, resolving issues, ensuring satisfaction, and maintaining high standards of service and hospitality.

Responsibilities of Guest Relations Agent

• Respond to a wide variety of guest requests by accurately assessing the guest needs and request.
• Adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
• Supervises day-to-day performance of team by reporting to Guest Relations Manager.
• 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.
• Assures that Guest Relations & Concierge Staff knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing)
• Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
• Complies with Four Seasons’ Work Rules and Standards of Conduct as set forth in EmPact.
• Works harmoniously and professionally with co-workers.
• Works closely with Front Desk, Reservations, Door Staff, Bell Staff and Valet Parking to assure smooth handling of guest arrivals and departures.
• Works closely with the Food & Beverage team to coordinate any reservations/requests for hotel managed restaurants, bars and lounges as well as event space.
• Stores and retrieves guest packages.
• Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing.

What You’ll  Do More?

• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Bellstand, Business Center, Lobby coverage & Reception
• Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
• Works closely with Bell Staff & Reception to ensure smooth guest arrival & departure experience.
• The ability to know what activities are available in the city, ie. theater, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests.
• The ability to perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly.
• The ability to ensure the proper handling of guest messages, mail, faxes, telexes, packages, flowers, etc.
• The ability to work closely with the Valet Parking & Limo vendors to ensure the smooth handling of guest and patron vehicles.
• The ability to respond properly in any hotel emergency or safety situation.
• The ability to perform other tasks or projects as assigned by hotel management and staff.
• The ability to use hotel computer system and phone system.
• Manages the Elite Guest Program to ensure maximum recognition for our most frequent guests.
• Enhances the VIP Arrival & Departure Experiences and maximizes curbside/in-room check-in program.
• Coordinates Amenities program with the assistance of DoF&B and DoR.
• Facilitates special unscripted touches for guests
• Implements guardian angel program/guest experience program
• Has presence in lobby & outlets to connect with guests in meaningful ways

Requirements of Guest Relations Agent

• Diploma/ BS degree in hospitality management, business administration or related field.
• Minimum 2 years of relevant experience as Guest Relations or similar is an asset

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Tagged as: Guest Relation Agent