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:
Here at Palm Beach Island’s only Five-Star, Five-Diamond resort, the feel is timeless, charming, and intimately connected to our private beachfront just steps beyond our front door. Every detail and memorable experience tells the story of the warmth and spirit of our iconic island. Dining at Four Seasons Resort Palm Beach is an experience in and of itself, with inspiration drawing from a Michelin star collaboration and the local elements. The crowning jewel of the Resort is Florie’s, the only restaurant and bar in the United States in partnership with Mauro Colagreco, recently recognized as Best of the Best in The World's 50 Best Restaurant awards. Write the next chapter of your career in an authentic Palm Beach paradise.Four Seasons Resort Palm Beach is seeking a Guest Recognition Specialist to join our exciting Reservations team. Don't miss this unique opportunity to be part of our award winning team, while beginning your career with the world's leading luxury hotel company!
This hybrid role is part of the Shared-Services ResCom Department and is primarily responsible for the functions of Guest Recognition Specialists for Four Seasons Resort Palm Beach (PBF). Four Seasons Resort Palm Beach will be your home hotel, however, the ability to travel and work on-site at any of the South Florida properties as required with notice is essential. This role reports to the Director of ResCom (based in Palm Beach) with dotted lines to the Revenue Manager and Front Desk Manager at PBF.
Four Seasons Hotel & Residences Fort Lauderdale is part of a shared services collection with shared ownership that encompasses Four Seasons Hotel and Residences at The Surf Club and Four Seasons Hotel and Residences Fort Lauderdale. The ability to embrace, collaborate and support the “Shared-Services Model” while aligning efficiencies within the hotel cluster is crucial.
Guest Recognition Specialists (GRS):
The Guest Recognition Specialist (GRS) is an integral role in our Guest Recognition effort and our ability to deliver exceptional levels of intuitive service with every guest, every stay at every property. This global focus positions Four Seasons as the brand that knows our guests best and is the leader for delivering exceptional guest experiences through personalized service.
Essential Functions
Review all guest reservations and profiles daily to prepare for arrivals, using the pre-arrival screen in Opera and Golden. Arrival's preparation lead time is a minimum 2 days ahead of arrival date. Review includes:
Essentials and preferences which may have been updated by another hotel and need to be incorporated for this stay-
Pictures must be added to as many profiles as possible to push recognition.
Action preferences by creating departmental notes and traces to notify the department.
Action guest preferences for Incognito or PR profiles ensuring proper profile management of the of the corresponding PR/Incognito profile.
Merge duplicate profiles for arriving guests ensuring the Webmaster profile is maintained as the primary when applicable.
Check for Same-day arrivals throughout the shift using Golden Dashboard in Key to assist with identifying any arrival that was not captured,
Profile Updating
Co-ordinate the review of glitch and Medallia databases and ensure updates of guest profiles. (The responsibility of this process may vary from hotel to hotel, the GRS needs to ensure it is being done)
Liaise with Guest Relations manager to ensure a connection in made between the guest’s information and the guest’s experience at all stages of their stay (pre arrival, stayover, and post departure)
Liaise with F&B and Spa systems (i.e., Open Table, Book4Time) to ascertain preferences and populate where applicable.
Guest Profile/Preference Expert/Champion
The Guest Recognition Specialist is the guest profile and preference expert, fully trained and familiar with all aspects of profile management.
Thorough knowledge of Golden
Fully trained on all central training courses with a minimum passing grade of 80%
Ensures that all front desk agents and reservations are trained, understand processes, and follow profile integrity essentials in their daily jobs. - Specifically Golden.
Spot check/audit front desk to ensure proper adherence to profile standards.
Approve essentials pending Golden Review.
Send service now tickets to WRO Guest Recognition to merge profiles if duplicated found.
Communication and Training
As the expert for guest profiles and preferences, provide ongoing communication to key departments on audit results, upcoming programs/initiatives, and training.
Working in conjunction with the hotel Learning Manager, Director of Rooms, Front Office Manager, ensure that all new and existing employees are fully trained on their role in Golden.
Participate in daily pre-arrival meeting to ensure all next day reservations are cleaned properly.
KPI’s
Monitor Key Reports in Golden to ensure Pre-arrival checks are completed daily.
Ensuring e-mail addresses and mobile phone numbers are being captured and updated by Reservations and Front Desk
Golden Global Lookup – follow up/re-train agents when their central look up scores appear to vary from standard expectations.
Liaise with the front office team and other departments to drill down on the brand vision question, “Felt recognized and customized during my stay” to identify processes for improvement.
In addition to your responsibilities as Guest Recognition Specialist you will also be expected to perform ResCom responsibilities.
What to Expect
Competitive Salary & Wages
Complimentary Employee Benefits
401(k) Retirement Plan
Excellent Training and Development opportunities
Complimentary Accommodation at other Four Seasons Hotels and Resorts
Complimentary Dry Cleaning for Employee Uniforms
Complimentary Employee Meals
… and so much more!
Learn more about what it is like to work at Four Seasons, visit us:
http://jobs.fourseasons.com/
https://www.linkedin.com/company/four-seasons-hotels-and-resorts
https://www.facebook.com/FourSeasonsJobs