Guest Experience Co-ordinator

Four Seasons Hotels and Resorts; England; On-site; GBP 24,000 - 32,000; Full time

Job summary

Join a dynamic team at a picturesque countryside retreat where exceptional service is at the heart of everything we do. As an Activities Reservation Agent, you will be the friendly voice helping guests book their experiences, ensuring their stay is memorable. With a commitment to luxury and a supportive work environment, this role offers excellent training and career development opportunities. Enjoy perks like complimentary hotel stays and a bonus scheme while being part of a team that values connection and genuine hospitality. This is a fantastic opportunity to grow your career in a renowned hotel chain.

Benefits

Excellent Training & Career Development

Annual Incentive Bonus

Hotel Service Charge

Complimentary Nights at Four Seasons

Free Meals on Duty

Shuttle Bus Service

Increased Holiday Entitlement

Bupa Dental Plan

Uniform Dry Cleaning

Employee Recognition Programmes

Qualifications

• Experience in customer service roles, preferably in hospitality.
• Strong communication skills and ability to multitask effectively.

Responsibilities

• Book hotel activities, spa, and restaurant reservations efficiently.
• Respond to guest inquiries and provide accurate information.

Skills

Customer Service

Multitasking

Problem-Solving

Communication

Education

High School Diploma

Hospitality Management Degree

Tools

HotSOS

FS Messenger

Microsoft Teams

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.

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:

Set in a restored 18th-century manor in the English countryside, just 40 minutes away from London, Four Seasons Hotel Hampshire offers a humble, comfortable and welcoming home away from home. With 500 acres of bucolic landscape, our hotel grounds allow you to enjoy an unrivalled sense of escape with unlimited access to nature, wildlife and unique outdoor experiences. Whether you're visiting with your loved one, family or pets, our facilities welcome you with seasonal food and drink options, spa treatments, pop-ups and event spaces with sustainable innovations throughout.

Join our small and busy Guest Experience team here at our Hampshire Countryside Retreat

The Four Seasons Hotel Hampshire is an intimate retreat steeped in history and set in picturesque countryside surroundings. Set within 500 acres of historic parklands and surrounded by 1,000 years of history, our Georgian Manor House has 134 bedrooms and suites and a beautiful award-winning Spa along with many outdoor activities.

The deeply instilled Four Seasons culture is personified by its employees – people who share a single focus and are inspired to offer exceptional service.

The Activities Reservation Agent will respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

Job Description

• Responsible for booking Hotel Activities, Spa and Restaurant reservations via phone, email requests, and guest in-house requests.
• Responsible for providing general information about the hotel and assisting callers as well as responding to emergencies by connecting the appropriate individuals by phone.
• Due to the central core nature of this position, the Core Agent also acts as the friendly and courteous voice of the operator.
• Oversees the entire sequence of service ensuring guest hotel activities, spa appointments and restaurant reservations, are correctly processed and carried out within the stated delivery time according to Four Seasons Standards.
• Offer professional and friendly service while multitasking, problem-solving, and ensuring all of the guest's needs are met.
• Be a willing team player, comfortable with computer systems as well as communicating over the telephone.
• Maintain the excellent personal presentation and interpersonal skills and will maintain a clear and pleasant voice along with a positive attitude
• Communicate with all departments as needed over multiple platforms including Teams, HotSOS, phone, email and in-person to ensure all specific requests and demands are met quickly and accurately.
• Communicate with guests on multiple platforms, including FS Messenger, phone, email and in-person.
• Handle hotel emergency procedures and situations with maturity and professionalism.
• Perform tasks and projects as delegated by the Core Assistant Managers, Core Manager, or Hotel/General Manager.
• Conduct self in a professional manner at all times. Adhere to the established standard of conduct and house rules, fire regulations, and department procedures and policies.
• Report to shift on time. Aware of schedule at all times and if unable to attend work, notify the Supervisor or Duty Manager in adequate time and according to policy.
• Ensure communication and follow-up on any problems, guest requests, special requirements, etc.
  
  

What We Offer

• Excellent Training & Career development opportunities.
• Annual Incentive Bonus scheme.
• Hotel Service Charge.
• Up to 20 complimentary nights at any Four Seasons Hotel or Resort around the world with years of service.
• Free meals at Henry's while on duty including fruits, coffee/tea available throughout the day.
• Shuttle bus service from the hotel between Fleet & Church Crookham.
• Holiday entitlement increases with years of service up to 33 days off.
• Bupa dental plan available after 6 months of service.
• Opportunities to build a successful career with global potential!!
• Free uniform dry cleaning available.
• Annual themed employee party and many social, charitable & sporting events throughout the year.
• Access to Wagestream - salary advance benefit.
• Employee recognition programmes.