Guest Experience Coordinator

Four Seasons Hotels and Resorts • Nashville, TN

2d

About The Position

At Four Seasons Nashville , we are dedicated to delivering legendary service and creating memorable experiences for every guest. The Guest Experience Coordinator plays a critical role at the center of hotel operations, serving as the primary point of contact for guest communications while supporting seamless service delivery across departments. This role is essential to ensuring a personalized, efficient, and anticipatory guest experience from pre-arrival through post-departure.

Requirements

• Previous experience in a luxury hotel, hospitality, or customer service environment preferred.
• Strong verbal and written communication skills, with a professional and service-oriented demeanor.
• Ability to multitask and remain calm and organized in a fast-paced environment.
• Proficiency with hotel systems and technology, or the ability to learn quickly.
• High attention to detail, discretion, and a commitment to confidentiality.
• Authorization to work in the United States is required for this role
• Flexibility required; shifts may include early mornings, evenings, weekends, and holidays

Responsibilities

• Answer incoming guest calls promptly and professionally, using guest names whenever possible and following established transfer and hold procedures.
• Manage the Four Seasons chat and messaging platforms, responding to guest requests efficiently and coordinating with appropriate departments to ensure resolution.
• Deliver exceptional guest service by handling inquiries, requests, and concerns with professionalism, discretion, and attention to detail.
• Utilize hotel systems such as Messenger, HotSOS, email, and Microsoft Teams to document, communicate, and follow up on guest needs.
• Provide accurate information regarding hotel services, hours of operation, amenities, local attractions, and in-house events.
• Support the Guest Experience Management team with administrative and clerical tasks, including pre-arrival preparations, post-departure follow-ups, and special guest touches.
• Review and manage guest room assignments when required to support smooth arrivals and operational flow.
• Maintain strict confidentiality of guest information and adhere to all data protection and security standards.
• Execute wake-up call procedures accurately and deliver personalized service when required.
• Stay informed on daily arrivals, departures, in-house guests, group movements, and meeting room schedules.
• Collaborate with Concierge, Front Desk, Guest Services, and other operational teams to assist with guest requests.
• Take In-Room Dining orders as needed, demonstrating full knowledge of the menu, including ingredients, allergy considerations, and wine recommendations.
• Assist Front Desk Agents with processing guest letters and in-room communications, as needed.

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
• Complimentary 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