Guest Experience Coordinator

Four Seasons Hotels and Resorts • Nashville, TN

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About The Position

We are seeking a Guest Experience Coordinator , an exciting opportunity to be part of Four Seasons Hotel and Private Residences Nashville! This individual will be at the forefront of providing seamless, personalized service to our guests. In this role, you'll be responsible for handling all guest communications, managing hotel systems, and assisting with various administrative tasks to ensure an exceptional stay for our guests.

Requirements

• Must be flexible with schedule - able to work weekdays, weekends, and holidays shifts
• Excellent communication skills, with a focus on delivering personalized, professional service
• Strong multitasking abilities, with attention to detail in handling guest requests

Nice To Haves

• Previous experience in a guest service, hospitality, or administrative role is preferred.
• Knowledge of Nashville and surrounding areas, highly desirable, however not required
• Proficiency in hotel systems such as Messenger, Hotsos, Email, and Teams is an advantage

Responsibilities

• Answer incoming calls efficiently and professionally, using guest names when possible.
• Route calls to appropriate extensions following transfer and hold procedures.
• Manage the Four Seasons chat system, responding to guest requests in a timely and helpful manner, ensuring connections with relevant departments.
• Handle guest interactions with the highest level of hospitality and professionalism.
• Use hotel systems such as Messenger, Hotsos, Email, and Teams to accommodate special requests and resolve guest issues.
• Assist guests with inquiries regarding hotel services, hours of operations, local attractions, in-house events, and more.
• Provide administrative and clerical support to the Guest Experience Management team, including pre-arrival and post-departure communications, special touches, and more.
• Review and manage guest room assignments as necessary to ensure smooth arrivals.
• Maintain confidentiality of all guest information, protecting against security breaches.
• Follow wake-up call procedures and ensure timely, personalized service when delivering wake-up calls.
• Stay informed on daily arrivals, departures, in-house groups, and meeting room schedules.
• Support the Concierge, Front Desk, and Guest Services teams with guest requests as needed.
• Take In-Room Dining orders when required, be familiar with the menu, and provide accurate descriptions, including food allergy inquiries and wine recommendations.

Benefits

• Dynamic Employee Culture where you are encouraged to be your true self!
• Inclusive and diverse employee engagement events all year-round
• Competitive wages and benefits (Medical, Dental, Vision, Employee Assistance Program, and 401k Retirement Plan) as well as Vacation & Holiday Pay
• Sick Pay, Disability Coverage and Life Insurance
• Exclusive discount and travel programs with Four Seasons Hotels and Resorts
• Complementary Uniforms and uniform care
• Complementary Employee Meals
• Comprehensive learning and development programs to help you master your craft.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees