Website Four Seasons
Four Seasons Serengeti
Job Opportunity: Guest Experience Agent – Four Seasons Hotels & Resorts
Employer: Four Seasons Hotels & Resorts
Department: Front Office / Guest Experience
Position Type: Full-time
About the Role
Four Seasons Hotels & Resorts is seeking a Guest Experience Agent to deliver intuitive, high-touch luxury service throughout every stage of the guest journey.
In this role, you will act as a warm and attentive host, ensuring guests feel recognized, valued, and cared for from pre-arrival through departure. You will manage check-ins, check-outs, guest communications, reservations, and special requests, acting as a key ambassador for the Four Seasons brand.
Key Responsibilities
-
Guest Check-In & Departure: Welcome and register guests warmly and efficiently, ensure correct room assignments and rates, and coordinate smooth departures while verifying total satisfaction.
-
Personalized Guest Journey: Assist with pre-arrival preparations, monitor guest communications (chat, email, and phone), handle special requests, and curate personalized itineraries and experiences.
-
In-Stay Engagement & Concierge Support: Interact with guests throughout property public areas, providing tailored recommendations, securing outlet/activity reservations, and assisting with concierge-related inquiries.
-
Profile Management & Preferences: Update and maintain guest preference profiles (Golden Profiles) in property management systems to ensure tailored service across the stay.
-
Service Recovery & Resolution: Address guest concerns with empathy and professionalism, take swift corrective action, and maintain seamless follow-up to ensure complete satisfaction.
-
Cross-Departmental Collaboration: Work closely with Rooms, Housekeeping, Food & Beverage, Spa, and Guest Services teams to ensure flawless operational coordination.
Qualifications & Requirements
-
Education: High school diploma or equivalent (Degree in Hospitality Management or related field is an advantage).
-
Experience: Minimum of 1 year of customer service or front office/reception experience, preferably within a luxury hotel, resort, or high-end hospitality environment.
-
Technical Skills:
-
Knowledge of hotel property management systems (e.g., Opera) and guest messaging systems (e.g., HotSOS) is preferred.
-
Proficiency in basic computer applications and Microsoft Office Suite.
-
-
Interpersonal Skills:
-
Exceptional verbal and written communication skills.
-
Strong emotional intelligence, cross-cultural sensitivity, and a passionate, customer-first mindset.
-
Excellent time management and organizational skills with the ability to multitask under pressure.
-
Multilingual capabilities are highly desirable.
-
What Is Offered
-
Competitive salary and comprehensive benefits package
-
Complimentary accommodation at Four Seasons Hotels and Resorts worldwide
-
Professional training and career development opportunities
-
Employee assistance programs and wellbeing perks
-
Complimentary meals and uniform dry cleaning services
How to Apply
To submit your application directly to Four Seasons, please visit the official job page:
To apply for this job please visit careers.fourseasons.com.