Guest Experience Coordinator

This individual will be at the forefront of providing seamless, personalized service to our guests. In this role, you’ll be responsible for handling all guest communications, managing hotel systems, and assisting with various administrative tasks to ensure an exceptional stay for our guests.

Responsibilities Include (but are not limited to):

• Answer incoming calls efficiently and professionally, using guest names when possible. Route calls to appropriate extensions following transfer and hold procedures.
• Manage the Four Seasons chat system, responding to guest requests in a timely and helpful manner, ensuring connections with relevant departments.
• Handle guest interactions with the highest level of hospitality and professionalism. Use hotel systems such as Messenger, Hotsos, Email, and Teams to accommodate special requests and resolve guest issues.
• Assist guests with inquiries regarding hotel services, hours of operations, local attractions, in-house events, and more.
• Provide administrative and clerical support to the Guest Experience Management team, including pre-arrival and post-departure communications, special touches, and more.
• Review and manage guest room assignments as necessary to ensure smooth arrivals.
• Maintain confidentiality of all guest information, protecting against security breaches.
• Follow wake-up call procedures and ensure timely, personalized service when delivering wake-up calls.
• Stay informed on daily arrivals, departures, in-house groups, and meeting room schedules.
• Support the Concierge, Front Desk, and Guest Services teams with guest requests as needed.
• Take In-Room Dining orders when required, be familiar with the menu, and provide accurate descriptions, including food allergy inquiries and wine recommendations.

Preferred Qualifications and Skills:

• Previous experience in a guest service, hospitality, or administrative role is preferred.
• Knowledge of Nashville and surrounding areas, highly desirable, however not required
• Must be flexible with schedule – able to work weekdays, weekends, and holidays shifts
• Excellent communication skills, with a focus on delivering personalized,
• https://careers.fourseasons.com/us/en/job/REQ10356757/Guest-Experience-Coordinator