Guest Experience Agent

Four Seasons Hotels and Resorts•Westlake Village, CA

3d•Onsite

About The Position

Four Seasons Hotel Westlake Village is seeking a Guest Experience Agent who is passionate about delivering genuine, personalized service throughout every stage of the guest journey. This role supports pre-arrival preparation, in-stay engagement, and departure coordination while helping execute thoughtful activations and concierge services across the property. As a highly visible presence in guest areas, the Guest Experience Agent anticipates needs, collaborates across departments, and creates memorable experiences aligned with Four Seasons standards of authentic hospitality.

Requirements

High school diploma or equivalent preferred.
Previous customer-facing experience, preferably in a luxury setting or outlet.
Flexible schedule, including weekdays, weekends, evenings, and holidays.
Ability to stay organized and manage multiple tasks in a fast-paced environment.
Friendly, approachable, and comfortable speaking with guests of all ages with strong teamwork skills.
Ability to lift and carry up to 25 pounds safely and stand/walk for extended periods.
Successful candidate must possess legal work authorization in the United States

Responsibilities

Review daily arrivals and departures to ensure proper handling of VIP and return guests.
Update guest Golden Profiles with preferences and important details.
Follow up on VIP requests and preferences before arrival and during the stay.
Support concierge-related services, including guest inquiries, reservations, and itineraries.
Assist with guest outreach, including pre-arrival preparation, in-stay touchpoints, and departure coordination.
Collaborate with Rooms, Food & Beverage, Spa, and other departments to ensure seamless guest experiences.