Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing.
Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.
The Corporate Guest Recognition Specialist is responsible for maintaining and managing accurate guest profiles to support the guest experience for Four Seasons Hotels and Resorts.
Key Activities
Under the guidance of the Manager, Guest Information and Recognition:
- Ensure that all service levels are adhered to on a consistent basis.
- Monitor various queues to ensure adequate coverage.
- Communicate and support new policies and procedures for systems operation to hotels in region.
- Be open and accessible for the team and support your coworkers - foster two-way communication and attend engagement activities with the Corporate GRS Team at Singapore Corporate Office.
- Respond to hotel profile related tickets in adherence to the SLA timelines.
- Identify profile matches and process profile merges for individual guest profiles within the region. Focus will remain on an enhanced level of guest knowledge for those guests travelling to multiple hotels within the region, while adhering to SLA requirement timelines.
- Conduct pre-arrival checks to the benchmark standard for properties who have diverted Guest Recognition Specialist services.
- Work with the Manager, Guest Information and Recognition, to highlight hotel performance on Guest Recognition metrics as it relates to hotel related training and support.
- Act as a communication champion for the supported hotels for all policy and systems-related Guest Recognition activities.
- Provide Golden and systems integration support to hotel Guest Recognition Specialists, Front Office, and Reservations within the region.
- Act as a support specialist to Guest Recognition Specialists, Front Office and Reservations within the region.
- Identify issues and areas for improvement within the GRS and its systems (e.g. Golden) and escalate where appropriate.
- Collaborate with Toronto Corporate Guest Recognition Team when necessary.
- Act as a senior resource for hotel questions; document and escalate profile related issues as required.
- Contingent upon demonstrated capability and seniority: Identify and address profile misuses and mis-merges, investigating and correcting issues to minimize or prevent negative guest impact.
Position Schedule
Mondays - Thursdays: 12pm – 9pm.
Sundays: 9am – 6pm.
Education and Experience
- Minimum High School Diploma. Post-Secondary Degree / Diploma preferred.
- Hotel reservations and front office experience, experience as a Guest Recognition Specialist preferred.
- 1-2 years’ experience utilizing guest reservations and operations software (PMS,ORS).
Technical Skills and Knowledge
- Strong customer service skills that are aligned with Four Seasons as a brand.
- Familiarity with Microsoft Office, Outlook, Opera ORS/PMS.
- Knowledge of Salesforce or Informatica is a bonus.
- Ability to communicate effectively at all levels.
Key Behavioural Competencies
- Self-starter, ability to manage competing priorities with minimal supervision.
- Proactive and takes initiative.
- Intuitive with all troubleshooting.
- Strong administrator with excellent planning and organizational skills.
Key Functional Competencies
- Flexible and punctual with scheduling.
- Maintain professionalism at all times and works well in a team environment.
- Ability to adapt and respond quickly to a demanding environment that is subject to constant change.
- Sound judgement skills.
