Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.
CRITICAL TASKS
Guest Relations
§ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific St. Regis process to resolve issues, delight, and build trust.
§ Address guests’ service needs in a professional, positive, and timely manner.
§ Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
§ Assist other employees to ensure proper coverage and prompt guest service.
§ Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
§ Thank guests with genuine appreciation and provide a fond farewell.
§ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
§ Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.
§ Communicate recommendations in a way that builds excitement and interest among guests and associates.
§ Perform other reasonable duties as requested.
Check-in/Check-out
§ Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
§ Organize and coordinate check-in/pre-registration procedures for arriving groups.
§ Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest’s stay.
This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.
Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service […]
A Front Desk Agent (Rececionista) provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. What will I be doing? As Front Desk Agent (Rececionista), you will provide reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and […]
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 […]
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 […]
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 […]
Subscribe to Hospitality Jobs newsletter to get the latest hospitality news around the world.
