Guest Recognition Coordinator

Four Seasons Hotels and Resorts•Beverly Hills, CA

1d•Onsite

About The Position

The Four Seasons Guest Recognition Coordinator is a critical role in our guest recognition effort and our ability to deliver exceptional levels of intuitive service with every guest, every stay, at every property. At Four Seasons, we show people that we know who they are, what is essential to them, and celebrate their individuality. This role is responsible for guest profile management on property, pre-arrivals, and non-guest profiles while upholding data privacy to the highest standards.

Requirements

Work authorization for this location is required.

Responsibilities

Maintain accurate, up-to-date guest profiles in compliance with Global Data Entry Standards.
Identify duplicate profiles in Opera and Golden and flag with the Corporate Guest Recognition Team for merging.
Manage guests' Essentials and subscriptions to Promotional Communications on their profiles.
Approve and/or modify any Global Essentials being entered on property.
Ensure the GRS Approval Report is cleared daily.
Assist with requests to modify guest profile information.
Manage Point of Contact assignments in Golden and ensure accurate updates and set ups in Opera.
Manage and support Target Guest List Program.
Prepare and send personalized pre-arrival emails to VIP guests as directed by the Guest Experience Team.
Attend daily PM huddles, implement necessary reservation updates, and ensure all changes are accurately reflected in the system.
Oversee HotSOS service order management.
Support the Guest Experience Team with administrative tasks.
Support Group Coordinator managing group profiles.
Ensure all employees and managers with Golden/Golden EXP access remain current on required training, certifications, and compliance requirements.
Manage Profile Completeness from KEY.
Review all guest reservations and profiles in Opera and Golden prior to arrival and ensure correct profiles are attached to reservations 7 days out.
Enhance guest profiles with available information (photo, job title, company, date of birth).
Coordinate with relevant departments to ensure guest Essentials and preferences are met, and input appropriate traces for a seamless arrival and stay experience.
Manage requests from guests wishing to conceal their identity through an alias or private registration.
Handle third-party requests regarding guest information in accordance with privacy standards.
Communicate with the Corporate Guest Recognition Team for profile-related issues via ServiceNow.
Ensure all employees with profile editing access in Golden are fully trained on profile standards.
Attend monthly Golden Hour calls.