Guest Experience Coordinator

Four Seasons Hotels Ltd.•Las Vegas, NV

66d

About The Position

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. A non-gaming oasis on the iconic Las Vegas strip. Located adjacent to Mandalay Resort & Casino, discover one of the only non-gaming and non-smoking hotels on the Las Vegas Strip. Four Seasons Las Vegas is a tranquil Five Diamond oasis with a Forbes Five-Star Spa and offers the best of both worlds: serenity in a resort-like setting paired with the energy and nightlife of one of the greatest entertainment destinations. Just outside the city, experience close-by natural wonders, including the Grand Canyon and Red Rock National Conservation Area. At Four Seasons, Corporate Values are much more than a program or a policy; they define who we are and inform the decisions we make. The company's guiding principle is the Golden Rule, and such Four Seasons strives to have a long-lasting, positive influence on the communities where we operate and the people we employ and serve around the world. On the iconic Las Vegas strip, luxurious Four Seasons Hotel Las Vegas, the first AAA Five-Diamond property in Las Vegas reflects the energy and excitement of one of the world's most vibrant cities. The Guest Relations Specialist handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services. Develops new programs and ideas to improve the guest satisfaction i.e. children's program. Work closely with Room Service, Housekeeping, Laundry, Front Desk, Concierge, Reservations, Door Staff, Bell Staff and Valet Parking to assure smooth handling of in-house guests, arrivals and departures. Utilizes a variety of software programs (i.e. Opera, Hotsos, Golden, Key, Chat) to accurately input special arrangements the guest has made and to assure proper billing. Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons' policies.

Requirements

Hotel Management School or equivalent
Minimum of 1 year in Rooms division department
Opera

Responsibilities

Preparation of the guest arrival
Contact guests at least three days prior to their arrival to obtain the arrival time and offer our airport transfer service and any other reservations for spa or restaurants.
Look for all opportunities to create a more personalized stay, or to be able to create any WOW's for guest.
Ensure that all relevant departments are advised of the guest's history requests/preferences prior to arrival.
For VIP, extended stay and special occasion guests, choosing the appropriate amenity to be placed in the room.
Inspect rooms on arrival and reporting any issues to be raised to the relevant departments; Housekeeping/Amenities/Minibar/Engineering.
Welcome VIP Guests
Greet VIP guests on arrival (Elite Guests, HRG, Specialty Suite bookers and long stay guests).
Ensure that all Elite guests have been met by necessary management.
Assist with reservations, in room and at the desk upon request.
Inspect VIP rooms in house and report any issues to be raised to the relevant departments; Housekeeping/Amenities/Minibar/Engineering.
Create ways to surpass guest expectations (such as setting up rooms for any special occasion).
Contact long stay guest on the second day to ensure the guest is satisfied.
Update and maintain guest profiles in opera and accurate guest history records, including the recording of guest information received from other FS Hotels or departments and the guest's preferences.
Manage glitches, coordinating with all departments.
Meet VIP guests upon checkout.
Other tasks
Help our VIPs with any requests related to FS worldwide.
Act as the main point of contact for all Elite guests; responding to emails within 4 hours, assisting them with all upcoming local reservations, assisting with all upcoming Four Seasons worldwide reservations.
Meet everyday guests at Veranda, Press, pool and share information about their stay on Teams chat & pass on for the day.
Send departure emails for HRG guests.
Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and Planning Committee. Respond according to the crisis management plan to any resort emergency or safety situation. Comply with Four Seasons Work Rules and Standards of Conduct as set forth in EmPact.
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Front Desk, Concierge, Guest Services, Housekeeping, Room Service and Lobby coverage.