Guest Experience Specialist

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:

In the heart of Worli – the business hub of India’s largest city and close to the entertainment and commercial district of Lower Parel, Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand’s first hotel in India, Four Seasons Hotel Mumbai echoes ‘Powerhouse Luxury’ in the city that never sleeps. Known for unparalleled food & beverage options such as those at AER Mumbai, an award-winning rooftop bar, as well as San:Qi, a city-favourite pan-Asian restaurant with wine bar, private dining rooms, four open-style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.

Basic Function:

• Reporting to the Guest Experience Manager, this vital role forms part of the Front Office team and respond to a wide variety of guest requests by accurately assessing the guest needs, requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. Seek out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.

Role and Responsibilities

• Trains and schedules the Guest Experience Staff. Supervises day-to-day performance of the staff. Coaches staff to achieve Core and Service Culture standards. Disciplines staff as needed.
• Works with Departmental Managers and Learning & Quality Assurance Manager to put processes in place to ensure that these opportunities are executed by all employees. Develop new/innovative ways to provide anticipatory (intuitive) service.
• Set up processes to gain valuable insight Pre (Pre Arrival Meetings), Post (Departure Email/Mesg) and during guest stay to create lasting experiences.
• Identify all experience assistance required guests (Ex -Glitch Guests) and offer recovery.  Coordinate among all departments for seamless execution of service to ensure complete turnaround of glitch guests.
• Measures results (challenges, successes, etc.) and communicates on a weekly basis to the GE team and in other meetings (Medallia) as required. Consistently driving the team to achieve high guest experience scores on Medallia, Trip Advisor etc.

• Oversee and implement Hotel Guest Experience initiatives and ideas shared at Global Level. Work with Guest Experience Manager to learn from other’s successes and opportunities and develop a consistent product worldwide.
• https://careers.fourseasons.com/us/en/job/REQ10355146/Guest-Experience-Specialist