Guest Experience Agent Full Time

About the role

The Guest Experience Agent reports to the Guest Experience Manager and assists in overseeing the hotel lobby and arrival/departure experience of the respective hotel.

What you will do

Main Duties/Responsibilities:

• Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
• Supervises day-to-day performance of team by reporting to Guest Experience Manager.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
• Assures that Guest Experience & Concierge Staff knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing)
• Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
• Complies with Four Seasons’ Work Rules and Standards of Conduct as set forth in EmPact.
• Works harmoniously and professionally with co-workers.
• Works closely with Front Desk, Reservations, Guest Service Agents and Valet Parking to assure smooth handling of guest arrivals and departures. Works closely with the Food & Beverage team to coordinate any reservations/requests for hotel managed restaurants, bars and lounges as well as event space.
• Stores and retrieves guest packages.
• Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing.
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Bellstand, Business Center, Lobby coverage & Reception
• Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
• Works closely with Bell Staff & Reception to ensure smooth guest arrival & departure experience.
• The ability to know what activities are available in the city, ie. theater, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests.
• The ability to perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly.
• The ability to ensure the proper handling of guest messages, mail, faxes, telexes, packages, flowers, etc.
• The ability to work closely with the Valet Parking & Limo vendors to ensure the smooth handling of guest and patron vehicles.
• Handling of groups, VIPs, return guests, etc.  Establishes rapport with frequent visitors; keeps hotel operating departments well-informed about guests’ preferences.
• The ability to resolve guest complaints, keeping Guest Experience Manager, Front Office Manager or senior management well informed as to the problems and actions taken.
• The ability to maintain the guest relations & concierge desk and storage areas in an orderly manner.
• The ability to respond properly in any hotel emergency or safety situation.
• The ability to perform other tasks or projects as assigned by hotel management and staff.
• The ability to use hotel computer system and phone system.
• Manages the Elite Guest Program to ensure maximum recognition for our most frequent guests.
• Enhances the VIP Arrival & Departure Experiences and maximizes curbside/in-room check-in program.
• Coordinates Amenities program with the assistance of Guest Experience Manager, Assistant Director of Rooms/ Hotel Manager.
• Facilitates special unscripted touches for guests
• Implements guardian angel program/guest experience program
• Has presence in lobby & outlets to connect with guests in meaningful ways

Standard Duties:

• To provide a friendly and professional service that always exceeds guests’ expectations.
• To ensure you read the hotel’s employee handbook and have an understanding of and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
• To undertake other duties and responsibilities which, while outside the normal routine, are within the overall scope of the position.
• To report for duty punctually wearing professional attire.
• To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department personal appearance standards.
• To comply with local legislation as required.
• To maintain good working relationships with your colleagues and all other departments through working by The Golden Rule.
• To respond to any changes in the division as dictated by the needs of the industry, company or hotel.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• Conduct and attend training sessions as outlined.
• Perform other tasks or projects as assigned by the Guest Experience Manager or Assistant Director of Rooms.