Guest Experience Host-1

Four Seasons Hotels and Resorts•Puerto Rico, TX

10d

About The Position

The Guest Experience Host supports the guest journey by anticipating guests’ needs and curating memorable moments throughout their stay. The role focuses on providing personalized experiences for VIP guests and serving as a direct link between guests and hotel departments. Hosts learn guest preferences through the Golden system and conversations, anticipating needs without being intrusive. They serve as a point of contact before and during a guest’s stay and provide visible, proactive assistance throughout the property.

Requirements

At least 2–3 years of relevant work experience in a luxury hotel.
Self-driven and a strategic resourcing professional.
Ability to work independently and under pressure in a fast-paced environment.
Good team spirit, cooperation, and strong communication and interpersonal skills.
Ability to multitask in a high-volume environment and use a variety of computer systems for check-in and check-out, daily reports, room selection and assignment for arriving guests, and restaurant, activity, and spa reservations.
Reading, writing, and oral proficiency in both Spanish and English.

Responsibilities

Provide personalized, individually curated experiences for VIP guests.
Learn guest preferences using Golden and conversation, and anticipate needs without being intrusive.
Serve as the point of contact for VIP guests, including sending a dedicated pre-arrival email and maintaining direct contact during their stay.
Handle guest interactions with hospitality and professionalism, accommodating special requests whenever possible.
Personally inspect VIP and Special Attention guestrooms and ensure they are ready for guests’ arrival.
Meet and greet arriving and departing guests, providing genuine hospitality and recognition.
Maintain visibility in the lobby and front desk area and proactively assist guests.
Resolve guest concerns and complaints promptly and efficiently, ensuring satisfaction and protecting the hotel’s and company’s reputation.
Keep management informed about guest incidents and represent senior management in their absence.
Maintain areas under supervision, conduct routine inspections of public areas and guest rooms, and proactively address shortcomings.
Screen next-day movements for special instructions to relevant departments.
Communicate pending follow-up actions to the next shift.
Assist the Concierge, Bell Staff, Guest Services, and lobby coverage teams when needed due to absence or high volume.
Work closely with Bell Staff to coordinate guest luggage, deliveries, and special requests.