Guest Experience Agent

About the role:

The Guest Experience Agent is responsible for creating exceptional and memorable experiences for guests throughout their stay. Working closely with the Guest Experience Manager and operational teams, this role serves as a key ambassador of the hotel, ensuring every guest receives personalised service from arrival to departure. The Guest Experience Agent proactively engages with guests, anticipates their needs, and collaborates with departments across the hotel to deliver seamless and unforgettable experiences that align with Four Seasons service standards. This role is part of the Rooms Division Department, reporting to the Guest Experience Manager.
 

What you will do:

• Welcome and engage with guests throughout the hotel, ensuring a warm, personalised, and memorable experience from arrival through departure.
• Act as a Lobby Ambassador, proactively assisting guests with requests, recommendations, and enquiries to maximise guest satisfaction.
• Collaborate with Front Desk, Concierge, Guest Services, Housekeeping, Food & Beverage, and other departments to ensure a seamless guest journey.
• Identify opportunities to personalise guest interactions and create unique experiences that exceed guest expectations.
• Resolve guest concerns and service challenges efficiently, ensuring positive outcomes and lasting impressions.
• Build meaningful relationships with guests and recognise special occasions, preferences, and opportunities to enhance their stay.
• Support the planning and execution of guest engagement initiatives, experiences, and special requests.
   

What you will bring:

• A genuine passion for hospitality and creating exceptional guest experiences.
• The ability to think creatively and proactively to enhance guest satisfaction and resolve challenges.
• Strong problem-solving skills and the ability to remain calm and professional under pressure while managing multiple priorities.
• Exceptional verbal and written communication skills, with strong knowledge of local attractions, dining venues, and events.
• A warm, engaging, and guest-focused personality with a natural ability to build rapport.
• Excellent organisational and time management skills.
• Previous experience in guest services, hospitality, luxury hotels, customer service, or a similar guest-facing role is highly regarded.
• Professional presentation and attention to detail at all times.
• Flexibility to work a rotating roster including weekends, evenings, and public holidays.
   

What we offer:

• Competitive wages and a comprehensive benefits package.
• Excellent Training and Development opportunities.
• Complimentary Accommodation at other Four Seasons Hotels and Resorts.
• Complimentary Dry Cleaning for Employee Uniform.
• Complimentary Employee Meals.