Guest Experience Specialist

Guest Experience Specialist

About the role:

The Guest Experience Specialist supports the Guest Experience Manager in delivering personalized, memorable, and unique experiences to resort guests and residents, aimed at enhancing guest satisfaction and loyalty. This position focuses on assisting with guest interactions, addressing concerns, and ensuring the quality of amenities, services, and facilities. The Guest Experience Specialist works closely with the Front Office team and Resort Assistant Managers to help maintain high service standards.

What you will do:

Guest Relations:

• Develop and maintain strong, positive relationships with guests to ensure memorable experiences.

• Anticipate guest needs and preferences, offering personalized recommendations and assistance .

• Handle escalated guest concerns or complaints in a professional and empathetic manner, ensuring swift resolution.

Guest Experience Strategy:

• Collaborate with the management team to design and implement strategies that enhance the overall guest experience.

• Monitor guest satisfaction metrics, such as surveys and feedback, to identify trends and areas for improvement.

Operational Support:

• Actively participates in the daily arrival process, by greeting and interacting with guests and being present in the lobby.

• Review amenity traces and prepare special occasion amenities, personalized welcome letters for arriving guests.

• Work with other departments (Housekeeping, Front Desk, Food and Beverage, etc.) to ensure seamless service delivery for guests. Including but not limited to, Arrival, Departure, Dining.

• Walk all VIP rooms prior to arrival to ensure cleanliness, amenities and traces are placed.

• Track guest feedback and implement systems to address recurring issues or opportunities for improvement.

• Collaborate with GEM and reach out to VIP guests prior to arrival to introduce self to confirm transportation and offer to set up itinerary items while in house to personalize their stay

• Review daily glitches, assign self and develop contact as Point of Contact for glitch guests

• Meet and greet VIP curbside and limousine arrivals throughout the day

• Maintains a high presence in guest areas i.e. Pools, Restaurants and Lounges ensuring that any issues raised are resolved

• Ability to cover Front Desk Agent and/or concierge shifts as business requires , perform all functions of Front Desk Agent, such as Check-In, Out and Billing, but not limited to.

• Expect to work weekends and holidays based on occupancy levels

Guest Experience Reporting:

• Prepare regular reports on guest satisfaction, operational performance, and areas for improvement.

• Provide insights and recommendations to management based on guest feedback and experience data.
  

What you bring:

• A minimum of two years of relevant work experience in a similar position in a luxury hotel, including at least o ne year in the Rooms Division.

• Excellent personal presentation and interpersonal skills and proficiency in hotel property management systems .

• Able to work independently and under pressure in a fast pace working environment.

• Reading, writing and oral proficiency in the English language, multilingual abilities preferred .

• Excellent communication and interpersonal skills, with a focus on empathy and active listening.

• Strong problem-solving abilities and the ability to handle high-pressure situations with professionalism .

• Friendly disposition and positive attitude. Enjoys interacting with guests and the public.

• Fluency in English is required for this location and this job requires applicants to have current work authorization in the in the United States.

What we offer:

• Hourly Wage: $ 26.97 per hour plus commission

• Winter Season Lifestyle Benefit

• Merchant Pass and Eco Passes Available

• 401k participation with company matching program

• Competitive Benefits: Medical, Dental and Life Insurance

• Discounted travel with discounted F&B and Spa Services at Four Seasons Hotels and Resorts Worldwide.

• Employee Cafeteria available for meals.

• Complimentary dry cleaning of uniforms

• Be yourself and become a member of a work family that cares about you and invests in your development.

• Elevate your craft here and abroad!

• Employee engagement at all levels; w here your thoughts and ideas are not only heard but actioned.

Schedule & Hours:

• This is a full-time position.

• A successful candidate will have a flexible schedule, and the ability to work morning, afternoon and evening shifts, weekends, and holidays .
  

Learn more about what it is like to work at Four Seasons Resort and Residences Vail, visit us:

• http://fourseasons.com/vail/phots-and-videos//

• We Are Four Seasons Video

• http://jobs.fourseasons.com/

• https://www.linkedin.com/company/four-seasons-hotels-and-resorts

• https://www.facebook.com/FourSeasonsJobs

• https://twitter.com/FourSeasonsJobs