Residential Guest Relations Coordinator

Four Seasons; Toronto; Hybrid; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Four Seasons Hotels and Resorts in Toronto is seeking a Residential Guest Relations Coordinator to elevate the experience for our Residential Homeowners while they live and travel the brand. You will manage onboarding, profile enrollment in Salesforce, travel coordination, and provide monthly KPI reports.

The role is hybrid with 1 day in the corporate office weekly, and a base salary range of CAD 60,000–70,000 per year.

Qualifications

• Minimum 3 years of experience in a direct customer service role within the luxury industry with a strong focus on relationship building and direct sales.
• Hospitality Diploma / Degree or commensurate experience.
• Experience in a residential capacity is considered an asset.
• Thorough knowledge of Property Management System preferred.
• Familiarity with Microsoft Outlook, Microsoft Word, Excel and PowerPoint.

Responsibilities

• Residential Contact – Service, onboarding and welcome to the Service; profile creation and enrollment in Salesforce.
• Residential Travel – identify guests’ needs, upsell and cross-sell services, liaise with property teams, ensure enrollment and travel benefits.
• Profile Management and Support – audits and updates on Residential Profile initiatives; provide KPI reports to regional and corporate leaders.

Job description

About Four Seasons

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

About Four Seasons

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 130 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.

Residential Guest Relations Coordinator (2 Openings)

The Residential Coordinator plays an integral role in elevating the Four Seasons' experience for our Residential Homeowners as they live and travel the brand.

This role is responsible for fostering strong connections and building lasting relationships with our Residential homeowners. The position ensures a seamless travel experience from start to finish by leveraging various tools and platforms to create tailored proposals, confirm reservations, and coordinate additional bookings.

The RC will provide essential support to the Residential Supervisor by handling administrative responsibilities, including enrollments and removals, updating marketing subscriptions, assisting with global inquiries, and more. Additionally, the RC will monitor daily revenue and generate monthly data reports to maintain clean, accurate records in Salesforce. Strong interpersonal skills and the ability to cultivate positive guest relationships are critical, as the RC will deliver exceptional, start-to-finish service for our Residential homeowners.

Schedule

Opening 1: Monday to Friday 2pm - 10pm EDT

Opening 2: Sunday to Thursday 10am - 6pm EDT

What You'll Be Doing

Residential Contact

• Service – Having a clear and in depth understanding of brand expectations for Residential homeowners and beneficiaries.
• Homeowner Contact & Interaction– Performing new owner onboarding and welcome to the Service.
• Profile Creation & Enrollment – Create profiles, ensuring complete, accurate data, and enroll in Salesforce.

Residential Travel

• Use a consultative sales approach to identify/anticipate guests’ needs and make relevant recommendations.
• Actively seek opportunities to upsell and cross-sell additional services that add value to the guest experience.
• Liaise with property teams to flag guest arrivals, including pertinent information such as arrival time, flight info, transportation arrangements, meet & greet, local recommendations, and hotel information as needed.
• Ensure Residential homeowners and beneficiaries are accurately enrolled and receive the benefits of the service when traveling to other properties.
• Perform feedback debrief from homeowner and property after travel to identify opportunities, profile updates or any other areas for action.
• Regularly monitor for glitches and feedback.
• Respectfully and tactfully handle guest escalations.

Profile Management and Support for all Private Residents

• Review profiles to ensure Residential profile enrichment is being carried out by the local Residential teams.
• Lead periodic audits and updates on Residential Profile initiatives, including regular audits to ensure the correct homeowners are enrolled and removed.
• Support global Residential teams by auditing/updates upon request.
• Provide regional and corporate leaders with reports on KPIs, tracking and audit results.

What You Bring

• Minimum 3 years of experience in a direct customer service role within the luxury industry with a strong focus on relationship building and direct sales.
• Hospitality Diploma / Degree or commensurate experience.
• Experience in a residential capacity is considered an asset.
• Thorough knowledge of Property Management System preferred.
• Familiarity with Microsoft Outlook, Microsoft Word, Excel and PowerPoint.

Key Skills/Who You Are

• Relationship driven, ability to create trust and establish positive relationships with the different stakeholders (Residential teams on property, Homeowners, Corporate teams).
• Self-starter, patient, ability to manage competing priorities with minimal supervision.
• Intuitive with all troubleshooting.
• Proactive, takes initiative.
• Strong administrator with excellent planning and organizational skills.
• Creative thinker initiating new ideas and processes.
• Highly organized, detail oriented and process driven.
• Flexible and punctual with scheduling.
• Always maintains professionalism.
• Works well independently and in a team environment.
• Ability to adapt and respond quickly to a demanding environment that is subject to constant change
• Sound judgement skills.
• Strong customer service skills representing the Four Seasons brand at all times
• Demonstrate effective communication skills both written and verbal.
• Proven consultative sales skills.
• Strong conflict resolution skills and excellent interpersonal skills.
• Efficient typing skills.

Annual Base Salary Range

$60,000 - $70,000 CAD + additional rewards as part of the total compensation package.

This role will be a Hybrid working model, which will require 1 day per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario.

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.