Guest Experience Coordinator

Four Seasons Hotels and Resorts•Fort Lauderdale, FL

About The Position

The Guest Experience Coordinator proactively seeks opportunities for guest-centric experiences, working closely with all departments to ensure VIP guests receive exceptional, personalized service prior to, during, and following their stays. This position maintains a high level of knowledge about the hotel, reviews key guest satisfaction metrics and assists in the development and implementation of strategic action plans to enhance guest experiences, and champions internal quality assurance initiatives.

Requirements

At least 1 year of hospitality experience, preferably in a guest-facing role in a luxury hotel or resort.
Excellent personal presentation and interpersonal skills.
Strong time management skills: ability to multi-task, set priorities, and adjust to changing conditions. Willing to work in a fast-paced environment.
Ability to operate all computer equipment necessary to perform the job; knowledge of Microsoft Office Suite and Opera preferred/is a plus.
Excellent communication and interpersonal skills; ability to work closely with other departments and communicate clearly and effectively with colleagues and guests.

Responsibilities

Coordinate correspondence with guests pre-and post-stay. Coordinate pre‑arrival outreach for VIPs and special segments (e.g., couples floor), confirming preferences, arrival times, and special occasions; update profiles in Opera PMS.
Prepare and deliver personalized amenities as needed; conduct/assist with pre‑arrival room inspections to ensure standards and personalization are met.
Support curbside check‑in logistics by liaising with Front Drive, Valet, Bell/Door, and Front Office to execute seamless arrivals.
Monitor and action guest feedback; log “glitches,” assist with recovery, and follow through on resolutions and post‑stay communications.
Run or contribute to daily VIP briefings across shifts; ensure departmental handoffs are accurate and timely.
Coordinate Experience Assistant assignments and tasks; ensure cross‑departmental execution of itineraries and in‑stay experiences.
Track key guest experience metrics; assist with weekly reporting, trend analysis, and follow‑up actions to improve satisfaction.
Maintain lobby presence during peak periods; greet and engage guests, anticipate needs, and resolve issues promptly.
Assist with group coordination (luggage handling schedules, amenity deliveries, meeting requests) as directed by Front Office leadership.
Proactively seek new and innovative ways to enhance the guest experience and provide anticipatory service.
Support internal quality assurance initiatives and standards testing; perform spot checks and communicate opportunities to elevate service.