Guest Experience Agent

Four Seasons Hotels Limited; Tamarindo; On-site; MXN 300,000 - 420,000; Full time

Benefits offered by this job

Employee discount for stays at FourSe​

Dry cleaning for employee uniforms

Employee meals

Training and development opportunities

Collaborative work environment

Job summary

Four Seasons Resort Tamarindo in México seeks a Guest Experience Agent to deliver personalized luxury service from pre-arrival to departure. You will collaborate with Concierge, Front Office, Housekeeping, Spa, F&B to create memorable experiences and exceed guest expectations.

Fluency in English is required; strong cross-cultural sensitivity, attention to detail, and a passion for exceptional service are essential for success in this role.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Luxury hospitality

Guest relations

Communication skills

Problem solving

Multitasking

Cross-cultural sensitivity

Personalization

Organization

English proficiency

Luxury service standards

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:
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
• Problem Resolution
• Communication Skills
• Teamwork & Collaboration
• Attention to Detail
• Adaptability
• Cultural Awareness

Four Seasons is dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, ensuring that every guest interaction creates lasting impressions and exceptional memories.