Guest Experience Agent

Four Seasons; Manzanillo; On-site; MXN 201,000 - 312,000; Full time

Benefits offered by this job

Employee meals

Discounted stays worldwide

Uniform dry cleaning

Job summary

Four Seasons Resort Tamarindo, México, seeks a Guest Experience Agent to elevate guest journeys from pre-arrival planning to departure. You will be the primary contact, delivering personalized, high-touch service and anticipating guest needs to create memorable experiences.

You will collaborate with multiple departments to ensure seamless delivery of luxury hospitality, build guest loyalty, and reflect Four Seasons standards in every interaction.

Qualifications

• Experience in luxury hospitality or guest-facing roles is preferred.
• Strong interpersonal and communication skills with a guest-first approach.
• Ability to anticipate needs and personalize service for high-end guests.

Responsibilities

• Create personalized and memorable guest experiences throughout the guest journey.
• Serve as a key contact for guests, handling requests with professionalism.
• Anticipate needs by reviewing preferences and past stays to tailor service.
• Coordinate guest experiences with resort departments to ensure seamless service.
• Maintain accurate guest profiles to support personalized interactions.
• Promote resort facilities, services, and special offerings to delight guests.

Skills

Guest relations

Luxury hospitality

Communication

Cross-cultural

Problem solving

Organization

English fluency

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.

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 the location:

An oceanfront resort on Mexico’s pacific, set within a private reserve. Escape to a secluded nature reserve in Mexico’s Tamarindo, the pristine coastline where verdant jungle meets the Pacific Ocean. With our unique location on a private peninsula, Four Seasons Resort Tamarindo, México, invites you to leave the world behind and explore this undiscovered region of Mexico – far from everything, yet remotely close. This particular topography, and the wildlife that calls it home, make the area a treasure to be protected. We provide a natural refuge for those who seek an authentic connection to Mexico, its biodiversity and culture. The best of Mexico has yet to be discovered.

About The Role

The Guest Experience Agent plays a key role in creating exceptional and memorable experiences for guests at Four Seasons Resort Tamarindo.

This position serves as a primary point of contact throughout the guest journey, from pre-arrival planning to departure, ensuring personalized service, anticipating guest needs, and delivering experiences aligned with Four Seasons standards of excellence.

The Guest Experience Agent works closely with all resort departments to provide seamless service, build meaningful guest connections, and maximize guest satisfaction and loyalty.

What You Will Do

• Create personalized and memorable guest experiences throughout all stages of the guest journey.
• Serve as a key point of contact for guests, responding to requests, inquiries, and special arrangements with professionalism and care.
• Anticipate guest needs by reviewing preferences, special occasions, and previous stay history.
• Coordinate guest experiences and activities with Resort departments including Concierge, Front Office, Housekeeping, Recreation, Spa, Food & Beverage, and Transportation.
• Handle guest concerns and service recovery opportunities promptly and effectively.
• Build genuine relationships with guests while maintaining the highest standards of luxury hospitality.
• Recognize opportunities to exceed guest expectations and create unique moments of surprise and delight.
• Maintain accurate guest profiles and preferences to support personalized service.
• Support arrival, departure, and in-house guest engagement activities.
• Actively promote resort facilities, services, experiences, and special offerings.
• Ensure all interactions reflect Four Seasons service culture and brand standards.

What You Bring

• One or more years of experience in luxury hospitality, guest relations, front office, concierge, or a similar guest-facing role preferred.
• Passion for delivering exceptional customer service and creating memorable experiences.
• Strong interpersonal, communication, and relationship-building skills.
• Excellent problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment while maintaining professionalism and composure.
• Cross-cultural sensitivity and the ability to interact confidently with guests from diverse backgrounds.
• Demonstrated ability to anticipate guest needs and personalize service.
• Strong organizational and multitasking skills.
• Proficiency in English required; additional languages are considered an asset.
• Knowledge of luxury hospitality standards and guest experience practices preferred.

What We Offer

• Competitive salary, wages, and comprehensive benefits package.
• Excellent training and career development opportunities.
• Employee discount for stays at any Four Seasons property worldwide.
• Complimentary dry cleaning for employee uniforms.
• Complimentary employee meals.
• Access to a dynamic and collaborative work environment within one of the world's leading luxury hospitality brands.
• Additional property-specific benefits as applicable.

Schedule & Hours

• Full-Time Position.
• Must be available to work flexible schedules, including mornings, evenings, weekends, and holidays as business levels require.

Key Competencies

• Guest Centricity
• Emotional Intelligence
• Personalization & Recognition
• Luxury Service Standards
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