Guest Experience Coordinator
About The Position
The Guest Experience Coordinator is the warm, intuitive heartbeat of our guest journey—our primary host, storyteller, and ambassador. You will shape moments that matter, crafting seamless, personalized, and emotionally resonant experiences for our most valued VIP guests from the moment they begin dreaming of their stay until long after they return home. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding a personal recommendation and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ polices.
Requirements
- College Degree Preferred.
- Preferred experience in a luxury hotel in Front Office and/or Concierge or Guest Services
- Knowledge of Napa Valley and surrounding areas, highly desirable, however not required.
- Strong written and oral presentation skills.
- Ability to multi-task in a high volume and demanding environment.
- Strong computer skills.
- Previous sales experience (upselling), highly desirable.
- Strong problem-solving skills, ability to handle difficult situations and guests.
- This position is not eligible for work sponsorship/visa. Candidates must possess valid US work authorization.
Nice To Haves
- Knowledge of Napa Valley and surrounding areas, highly desirable
- Previous sales experience (upselling), highly desirable.
Responsibilities
- Serve as the guest’s warm and welcoming first point of contact, setting the tone for an extraordinary wine country escape.
- Curate guest preferences and personalize every detail from celebrations, amenities, housekeeping rhythms, bedding preferences, and beyond.
- Collaborate across all operational teams to prepare for a flawlessly orchestrated arrival.
- Build genuine excitement and connection before guests ever step onto the property.
- Serve as the go-to expert for spontaneous needs, bespoke recommendations, and insider guidance throughout Napa Valley.
- Plan and organize itineraries, coordinate transportation, and assist with elevated concierge level arrangements.
- Partner fluidly with Front Desk, Concierge, Housekeeping, F&B, Spa, Pool, and Residences to ensure harmonized, high touch service.
- Escort guests through the resort with confidence, warmth, and effortless hospitality.
- Champion a culture of guest recognition, ensuring continuity, personalization, and genuine care at every turn.
- Support accurate and timely billing, maintaining trust and transparency.
- Deliver heartfelt, personalized communication after departure, showing continued appreciation and care.
- Foster emotional loyalty by cultivating meaningful, lasting relationships with returning guests.
- Maintain accurate guest histories and thoughtfully record preferences to elevate future experiences.
- Serve as an ongoing point of connection and an advocate long after checkout.
Benefits
- Competitive Salary, wages, and a comprehensive benefits package
- Cigna medical and dental benefit options effective 30 days after employment
- 8 weeks of New Parental Leave Pay after one year of employment
- Excellent Training and Development opportunities
- Complimentary accommodations & employee discount for stays at other Four Seasons worldwide
- Complimentary Employee Meals
- 401k Retirement Plans
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
501-1,000 employees
