Agent(e) relations clients / Guest Relations Agent

Four Seasons Hotels and Resorts • Montreal, QC

3d • Onsite

About The Position

The Four Seasons Hotel Montreal is looking for someone who shares our passion for excellence and seeks to create a memorable experience for our employees and guests. We are looking for a person who has a strong work ethic, a high level of integrity, a concern for quality, a cultural sensitivity and a sense of customer service. Located in the heart of Montreal’s Golden Square Mile, Four Seasons Hotel Montreal offers more than just a stay — we deliver a luxurious lifestyle experience. From world-class dining at Marcus Restaurant to relaxation at our Forbes Five-Star Guerlain Spa, and exclusive access to Holt Renfrew Ogilvy, we are a vibrant hub of elegance, hospitality, and culture. The Guest Relations Agent ensures that the hotel guests’ expectations are fulfilled and personalizes the guest stay from pre-arrival, arrival, departure, post departure and during the guest stay. They 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.

Requirements

• Ability to communicate fluently in French and English, both orally and in writing (expert level); an advanced level of English is required to ensure oral and written communication with business partners, stakeholders, suppliers, and a predominantly international clientele.
• Have a good resistance to stress and manage it positively and effectively.
• Be comfortable in a fast-paced environment.
• Demonstrate a very good team spirit.
• Interest and ability to provide outstanding service to our internal, external customers and our suppliers.
• Have an excellent presentation and elocution, in French and English, and interpersonal skills to meet the expectations of a high-end clientele.
• Maintain a professional appearance and behave in a mature manner with integrity at all times.
• Attention to detail and ability to multitask in a dynamic environment.
• Be organized, meticulous and resourceful.
• Demonstrate creativity and initiative.
• Available to work evenings, holidays and weekends.
• Strong computer skills, including a working knowledge of MS Outlook, Word, Excel, Power Point, Adobe, Delphi and Opera.
• Minimum 3 years of experience in a management (operational) position in a luxury property.

Nice To Haves

• College degree preferred.

Responsibilities

• Support the daily operations of the Guest Recognition and Relations Program, ensuring seamless execution of all pre-arrival, in-stay, and post-departure initiatives.
• Ensure the application and consistency of all guest journey checklists (pre-arrival, arrival, stay, departure, post-departure) across Front Desk and Reservations teams.
• Coordinate the prioritization and classification of guest profiles with the Guest Relations Manager and Director of Operations, based on established recognition criteria.
• Manage pre-arrival communications through calls, emails, and Four Seasons Chat, ensuring timely and personalized contact with guests.
• Assign and monitor VIP levels in Opera, ensuring accurate usage by Reservations and Front Desk teams.
• Participate in daily briefings and morning meetings, providing updates on Elite guests, preferences, special arrangements, and previous feedback.
• Conduct daily inspections of VIP and Elite guest rooms, ensuring amenities and welcome cards meet brand standards.
• Welcome VIP guests upon arrival, perform check-ins and check-outs, and ensure personalized service throughout their stay.
• Coordinate pre-arrival activity and dining confirmations, creating customized itineraries for guests upon arrival.
• Maintain active guest engagement during the stay, ensuring daily contact as appropriate and seamless service coordination between departments.
• Oversee departure arrangements, including luggage collection, transportation confirmation, and final billing accuracy, while ensuring a warm farewell.
• Update guest preferences and notes in Golden to enhance recognition and personalization for future stays.
• Review arrival reports and ensure guest recognition directives are accurately shared during daily briefings and operations meetings.
• Collaborate closely with all operational departments (Front Desk, Housekeeping, Room Service, Laundry, Guest Services) to deliver a synchronized service experience.
• Uphold Four Seasons service standards and EmPact principles, maintaining professionalism, discretion, and attention to detail at all times.

Benefits

• Comprehensive health benefits (dental, vision, life insurance, prescriptions, etc.).
• Discounts at MARCUS Restaurant and the Guerlain Spa.
• Employee recognition programs (Employee of the Month, anniversary celebrations, etc.).
• Complimentary meals per shift at Café 1440.
• Employer-contributed retirement plan.
• Paid vacation plus two additional floating holidays per year.
• Strong training and development programs.
• Employee travel program, including complimentary stays at Four Seasons properties worldwide (based on tenure and availability).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree