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.
About the location :
A historic landmark with modern energy. History comes to life with modern energy at Four Seasons Hotel Madrid. In the very heart of the capital within walking distance of all the key attractions seven historic buildings have been transformed into one dynamic destination.
The Role of Guest Experience Agent :
We currently have an opportunity for a guest experience agent to join our team! Reporting to the Guest Experience Assistant Managers, as well as to the Front Office Manager, you will be responsible for responding to a wide variety of guest needs and requests adding your personal recommendations and touches to ensure that our guests receive the highest levels of service excellence.
The main duties to perform include :
Display, at all times, a friendly courteous and professional manner in all dealings with guests, visitors and other employees.
Assist in escorting all guests to their rooms in accordance with their requests and the Four Seasons standards.
Handle guest problems or complaints by understanding the problems with all aspects, following up the results and making sure to end the problems with 100% guest satisfaction.
Keep all support departments informed of necessary information or requests.
Handle hotel emergency procedures and situations with maturity and professionalism.
Perform tasks and projects as delegated by the Assistant Guest Experience Manager, Front Desk Manager or Front Office Manager.
Prioritize and handle multiple tasks ensuring accuracy and attention to detail is met.
Perform site inspection for both in-house and external guests.
Monitor processes and adjust schedule according to priorities; to understand the dynamics and be proactive in responding.
Ensuring courteous and professional pre-arrival contact (phone call / emails) to provide an exceptional experience and exceed guests' expectations.
Monitoring Guest Experience email inbox.
Be attentive to guests needs and to find pride and purpose in providing exceptional service and product; to anticipate guests personal preferences and the ability to exceed expectations.
Keep an organized and clean work space.
Know and apply the Core and Department Service Standards.
Remain calm and attentive, and displays concern regardless of the circumstances.
Know about services available in the hotel and the hours of operation (Restaurants, Spa, concierge, valet).
Greet, welcome and anticipate every guest, ensure proper communication between the guest experience team, reception, concierge, bell services, housekeeping and engineering.
Lobby and F&B outlets ambassador.
Accommodate all guest requests expediently and courteously. Follow-up with designated hotel personnel to ensure completion of requests.
Our Ideal Guest Experience Agent candidate will have :
Experience in luxury hospitality operations, a natural talent for ensuring our guests feel at home, have excellent interpersonal and relationship-building skills, and an exceptional eye for detail.
You must possess the legal right to work in Spain and have fluency in English and Spanish.
Four Seasons Hotels and Resorts can offer what many hospitality professionals dream of; the opportunity to build a life-long career with global potential and a real sense of pride in work well done.
As Four Seasons works towards phenomenal growth in the next decade, our most valuable partners continue to be our talent, with whom we have a strong relationship based on the Golden Rule.
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