Guest Experience Coordinator- Four Seasons Hotel Madrid

Four Seasons; Madrid; Presencial; EUR 28.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Complimentary Accommodation at other 四

Descripción de la vacante

Four Seasons Hotel Madrid is seeking a passionate Guest Experience Coordinator to support the Guest Experience team in preparing arrivals, particularly VIP and repeat guests, before the arrival date. You will handle administrative tasks to anticipate and tailor guest stays, while building personalized relationships throughout their experience.

The role requires a degree in Hospitality or related field, experience in luxury hospitality, fluent English and Spanish, and strong communication and

Formación

• Degree in Hospitality, Tourism, Business Administration, or related field.
• Experience in customer service, preferably in luxury hotels.
• Fluency in English and Spanish.
• Solid understanding of hotel operations and service standards.
• Proficiency in communication channels (phone, email, chat).
• Experience using hotel management systems (PMS) is a plus.

Responsabilidades

• Contact guests prior to their stay.
• Verify arrival times and transportation methods of guests.
• Gather information about guests’ itineraries during their stay.
• Monitor Executive Office arrivals in cooperation with management.
• Implement guest welcome procedures (welcome cards, amenities, welcome gifts, etc.).
• Contribute to the creation of personalized guest attentions.
• Assist all other departments during peak activity periods.
• Manage email correspondence for Guest Experience and related inboxes.
• Follow and execute all instructions regarding tasks, discipline, and working hours.
• Have comprehensive knowledge of all departments, including opening hours and pricing of all outlets and services offered to guests.
• Provide operational support to the Guest Experience team during busy periods; presence in the lobby when necessary.
• Train interns when necessary.

Descripción del empleo

Guest Experience Coordinator- Four Seasons Hotel Madrid

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:

A historic landmark with modern energy. History comes to life with modern energy at Four Seasons Hotel Madrid. In the very heart of the capital – within walking distance of all the key attractions – seven historic buildings have been transformed into one dynamic destination. With rooftop dining by Spanish celebrity chef Dani García, Asian‑Mediterranean cuisine at our award‑winning modern cocktail bar and restaurant Isa, and a four‑level Wellness Centre with a sun‑splashed pool terrace, Four Seasons is bringing a new level of luxury and service to locals and guests alike.

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:

A historic landmark with modern energy. History comes to life with modern energy at Four Seasons Hotel Madrid. In the very heart of the capital – within walking distance of all the key attractions – seven historic buildings have been transformed into one dynamic destination. With rooftop dining by Spanish celebrity chef Dani García, Asian‑Mediterranean cuisine at our award‑winning modern cocktail bar and restaurant Isa, and a four‑level Wellness Centre with a sun‑splashed pool terrace, Four Seasons is bringing a new level of luxury and service to locals and guests alike.

About the role
Four Seasons Hotel Madrid is seeking a passionate Guest Experience Coordinator. The Guest Experience Coordinator supports the Guest Experience team in preparing arrivals, particularly those of VIP and repeat guests before the arrival date. He/she handles administrative tasks related to anticipating and preparing guest stays, while creating a privileged and personalized relationship with guests throughout their experience with us.

What you will do

• Contact guests prior to their stay.

• Verify arrival times and transportation methods of guests.

• Gather information about guests’ itineraries during their stay.

• Monitor Executive Office arrivals in cooperation with management.

• Implement guest welcome procedures (welcome cards, amenities, welcome gifts, etc.).

• Contribute to the creation of personalized guest attentions (“Employee Stories ”).

• Assist all other departments during peak activity periods.

• Manage email correspondence for Guest Experience (clients, intermediaries, and internal requests), Spain Journey and Elite Guest inbox.

• Follow and execute all instructions regarding tasks, discipline, and working hours.

• Have comprehensive knowledge of all departments, including opening hours and pricing of all outlets and services offered to guests.

• Follow all instructions from Management regarding task execution, discipline, and working hours. Perform any other duties as assigned.

• Provide operational support to the Guest Experience team during busy periods; presence in the lobby when necessary.

• Train interns when necessary.

• Assist all other departments during peak activity periods.

• Have in-depth knowledge of the company’s IT and telephone systems.

• Ensure the safety of property and people within the company, and act with authority, judgment, and efficiency in applying all emergency, safety, and evacuation procedures, in coordination with security and maintenance teams in the absence of management.

The above list of duties is not exhaustive; your role will require constant adaptation to high‑activity situations and specific guest relationship management.

What you bring

• Degree in Hospitality, Tourism, Business Administration, or a related field.
• Previous experience in customer service, preferably in luxury hotels or the hospitality sector.
• Knowledge of service standards in high-end hotels.
• Solid understanding of hotel operations.
• Proficiency in communication channels (phone, email, chat).
• Experience using hotel management systems (PMS) is a plus.
• Fluency in English and Spanish.
• Excellent verbal and written communication skills.
• Ability to build strong relationships with VIP and high‑profile guests.
• Empathy, professionalism, and problem‑solving attitude.
• Strong organizational and time‑management skills.
• Ability to coordinate multiple tasks and departments simultaneously.
• High attention to detail and commitment to excellence.
• Proactive mindset with the ability to anticipate guest needs.
• Team player with strong collaboration skills.

What we offer:

• Competitive Salary, wages, and a comprehensive benefits package.

• Excellent Training and Development opportunities.

• Complimentary Accommodation at other Four Seasons Hotels and Resort (Employee Travel Program).

• Complimentary Dry Cleaning for Employee Uniforms.

• 50 natural days of vacation, and the day of the birthday free.

• Complimentary Private Health insurance.

• Complimentary Employee Meals.

Schedule & Hours:

This is a full‑time position.

This role might operate on a rotating shift basis, covering morning and evening shifts throughout the week, including weekends.