Guest Experience Specialist

Four Seasons Hotels and Resorts • Miami, FL

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About The Position

The Guest Experience Specialist supports the Guest Experience Team in delivering personalized, memorable, and unique experiences to resort guests and residents to enhance guest satisfaction and loyalty. The role assists with guest interactions, addresses concerns, and helps ensure the quality of amenities, services, and facilities. The specialist works closely with the Front Office team and Hotel Assistant Managers to maintain high service standards.

The role includes building positive guest relationships, anticipating guest needs, offering personalized recommendations, and resolving escalated concerns empathetically. The specialist contributes to guest experience strategies, monitors guest feedback and satisfaction metrics, supports arrivals and VIP experiences, coordinates with other departments, and prepares reports and recommendations for management. The position may also cover Front Desk Agent shifts and perform front desk functions as business requires.

Requirements

• Proficiency in reading, writing, and speaking English.
• Excellent communication and interpersonal skills, with an emphasis on empathy and active listening.
• Strong problem-solving abilities and the ability to handle high-pressure situations professionally.
• Knowledge of PMS systems and guest experience tracking tools.

Nice To Haves

• Multilingual abilities.
• Previous operational experience in the Rooms or Food & Beverage Divisions.

Responsibilities

• Develop and maintain strong, positive relationships with guests to help ensure memorable experiences.
• Anticipate guest needs and preferences, and offer personalized recommendations and assistance.
• Handle escalated guest concerns or complaints professionally and empathetically, ensuring swift resolution.
• Collaborate with the management team to design and implement strategies that enhance the overall guest experience.
• Monitor guest satisfaction metrics, including surveys and feedback, to identify trends and areas for improvement.
• Participate in the daily arrival process by greeting and interacting with guests and maintaining a lobby presence.
• Review amenity traces and prepare special occasion amenities and personalized welcome letters for arriving guests.
• Coordinate with Housekeeping, Front Desk, Food and Beverage, and other departments to ensure seamless guest service, including arrivals, departures, and dining.
• Walk VIP rooms before arrival to check cleanliness and confirm amenities and traces are in place.
• Collaborate with GEM to contact VIP guests before arrival, introduce oneself, confirm transportation, and offer to arrange itinerary items.
• Review daily glitches, assign oneself as appropriate, and serve as the point of contact for guests affected by glitches.
• Meet and greet VIP curbside and limousine arrivals throughout the day.
• Maintain a visible presence in guest areas, including pools, restaurants, and lounges, and resolve issues raised.
• Cover Front Desk Agent shifts as business requires and perform front desk functions, including check-in, check-out, and billing.
• Prepare regular reports on guest satisfaction, operational performance, and areas for improvement.
• Provide management with insights and recommendations based on guest feedback and experience data.
• Work weekends and holidays based on occupancy levels.

Benefits

• Competitive employee health, basic dental, and vision insurance.
• Complimentary Four Seasons room nights.
• Exclusive Four Seasons discount and travel programs.
• Vacation, sick, and holiday pay.
• Paid parental leave.
• 401(k) plan with match.
• Employee culture that encourages employees to be their true selves.
• Comprehensive learning and development programs.
• Inclusive and diverse employee engagement events throughout the year.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed