Guest Experience Agent

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:

Beachfront relaxation on north Africa’s Mediterranean coast. In the heart of Tunisia’s vibrant and exotic capital city, our modern Mediterranean oasis offers a calm, laid-back beachfront escape alongside this bustling business hub. Relax at our Spa and pools, stay connected with state-of-the-art business services, or take a step back in time – more than 3,000 years of ancient civilization are at your fingertips.

Job Description Position: Guest Experience Agent Department: Guest Experience / Rooms Division Job Summary The Guest Experience Agent is responsible for delivering exceptional, personalized service throughout all stages of the guest journey—pre-arrival, arrival, in-house, and departure. This role ensures consistent engagement with guests, manages service recovery, supports internal recognition initiatives, and enhances overall guest satisfaction in alignment with company standards. Core Responsibilities

🔹 Guest Experience Operations • Oversee the daily operations of the Guest Experience function to ensure seamless and consistent service delivery. • Handle guest correspondence including emails for special requests, VIP bookings, and pre-arrival communications. • Write personalized VIP welcome cards and conduct daily VIP room inspections for amenity placement and presentation. 2 • Manage the hotel’s amenity program, ensuring quality standards are met while controlling expenses.

🔹 Guest Engagement • Actively engage with in-house guests across all areas of the hotel including F&B outlets, Spa, and Events spaces. • Log and track both positive and constructive guest interactions using internal systems, ensuring appropriate follow-up and accurate contact details. • Serve as the primary point of contact for assigned guests, managing their needs from arrival through departure. • Conduct Curbside Check-in, orientation tours, and personal escort to rooms when required.

🔹 Guest Recovery and Quality Assurance • Monitor and act on guest glitches in real time, ensuring timely and appropriate resolution at the correct level of escalation. • Own the ‘Own a Guest’ initiative by assigning guests to relevant colleagues and following up on interactions logged across departments. • Work closely with the Quality Assurance team to maintain updated action assignments and close Medallia alerts.

🔹 Administration and Reporting • Ensure timely completion of all administrative duties, including: o Logging interactions o Updating guest profiles and preferences o Creating and managing Opera alerts o Updating Medallia feedback o Maintaining Own a Guest program records Guest Journey Responsibilities Pre-Arrival • Make pre-arrival phone calls and send welcome emails to gather preferences and introduce self. • Run and evaluate the Enhanced Arrival Report; ensure recognition and personalization steps are communicated to relevant departments. Arrival • Confirm all dining/activity requests are finalized and provide a personalized itinerary 3 to the guest. • Meet guests upon arrival, hand over business card or mobile contact, and perform Curbside Check-In where applicable. • Ensure the welcome amenity and card are placed before guest arrival. During Stay • Personally manage all guest requests and preferences from start to finish. • Touch base with guests at least once during their stay; attend the beginning of scheduled activities when possible. • Ensure cross-department coordination to fulfill guest expectations. • Track and update all notes using the GEX Interaction Sheet and add them to the guest profile. Departure • Confirm transportation and luggage handling is arranged. • Personally bid farewell to guests, especially those engaged during the stay or with service recovery cases. • Add yourself as the assigned Experience Manager in the Opera guest profile. • Send a personalized follow-up email after departurehttps://careers.fourseasons.com/us/en/job/REQ10351106/Guest-Experience-Agent