Guest Recognition Specialist
Four Seasons
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Descripción de la vacante
Four Seasons Hotels and Resorts in Cabo San Lucas seeks a Guest Relations Specialist to manage guest profiles, pre-arrival preparation, and data privacy across the property and globally.
You will work with Reservations, Front Office, and Concierge to ensure accurate histories and special requests are captured, while upholding Four Seasons standards and delivering personalized service that reflects our luxury guest experience.
Formación
- Minimum 2 years in luxury hospitality service.
- Fluency in spoken and written English and Spanish.
- Experience with guest profile management in hotel systems.
- Prior experience in Reservations or Front Office.
- Strong attention to detail and cross-department collaboration.
Responsabilidades
- Review same-day arrivals and pre-arrivals to ensure profile completeness.
- Update Guest Recognition data and Essentials in systems.
- Identify duplicates and coordinate with Corporate GRS for resolution.
- Monitor ServiceNow tickets related to Guest Recognition.
- Collaborate with Reservations and Front Office to communicate guest preferences.
- Maintain and update GRS training materials and lead colleague training.
Conocimientos
Herramientas
Descripción del empleo
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. 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.
On the stunning southern coast of Mexico’s Baja peninsula, experience Cabo’s Golden Corridor with Mexican chic and a cool Mediterranean vibe. In the heart of all the action, the coveted community of Cabo Del Sol is home to our modern hacienda-style village, with sparkling ocean views throughout. Create magical memories as hearts beat to the rhythm of Mexican music, art and culture – embraced by the warmth of our Four Seasons “familia.”
The GRS is responsible for guest profile management both on property and globally, focusing on three key areas: profile management, pre-arrival preparation, and data privacy. Through careful auditing and updating of guest information, the GRS ensures that all departments have accurate, relevant, and timely data to deliver personalized service.
This role works closely with Reservations, Front Office, and Guest Relations and Concierge teams to ensure all arrivals are properly reviewed and that guest histories, preferences, and special requirements are captured and communicated according to Four Seasons standards.
- Experience: Minimum 2 years in luxury hospitality service.
- Strong attention to detail, organizational skills, and the ability to work collaboratively across departments.
- Proven experience with guest profile management in Golden, Opera, or similar hospitality systems is essential.
- Fluency in spoken and written English and Spanish
- Excellent communication skills, and discretion in handling confidential guest data are required.
- Prior experience in Reservations or Front Office is required.
- This position requires applicants to have valid work authorization in Mexico, and Spanishproficiencyis essential.
- Review same-day arrivals throughout the shift using the Golden Dashboard in KEY to identify any arrival not previously captured.
- Conduct Pre-Arrival reviews a minimum of two days in advance, using Golden and the Pre-Arrivals screen in Opera, to ensure profile completeness.
- Review Essentials submissions for Global, making edits, deletions, or approvals as required.
- Review Glitches and Qualtrics comments, updating the Golden profile with relevant Essentials.
- Identify duplicate profiles in Golden and submit tickets to the Corporate GRS Team for resolution.
- Monitor pending ServiceNow tickets related to Guest Recognition and respond as necessary.
- Track monthly Pre-Arrival progress in the Golden Dashboard to ensure departmental targets are met.
- Attend daily operational meetings and ensure operational teams are informed about any highlights or special requests.
- Communicate with relevant departments regarding global Guest Recognition initiatives and training needs.
- Review Golden Dashboards in KEY with Reservations and Front Office management to identify gaps and opportunities for improvement.
- Maintain and update the GRS Guide training manual to ensure new and backup GRS team members have clear reference materials.
- Support the training of colleagues in Reservations and Front Office on best practices for guest profile management and data accuracy.
- You will become part of a supportive team with a genuine family spirit, where your talent will be valued and recognized.
- Highlycompetitive salaries, with an attractive annual incentive plan for management and Department Head positions.
- Transportation servicefrom San Lucas and San José del Cabo to the resort.
- Uniform laundry service, ensuring comfort anda professionalappearance.
- Training programsand in-house workshops to support your professional development.
- A dynamic, diverse, and challenging work environment with close interaction with the leadership team.
- Recognition programsthat celebrate your achievements, including awards for years of service, Employee of the Month, and Employee of the Year.
Four Seasons Hotels and Resorts opened its first hotel in 1961, and its history has been one of continuous innovation, remarkable growth, and an unwavering commitment to the highest standards. Fornearly 50years, Four Seasons has transformed the hospitality industry by combining genuine care and efficiency with the finest traditions of international hospitality.Four Seasons Hotels and Resorts has been ranked EVERY YEAR as one of FORTUNE Magazine’s “100 Best Companies to Work For” since 1998 and has been named a Great Place to Work Legend, an honor currently held by only 12 companies worldwide.
Currentlyoperating120 hotels and resorts and 45 residential properties in major city centers and resort destinations across 47 countries, with more than 50 projects under planning or development, Four Seasons consistently ranks among the world’s finest hotels and most prestigious brands in reader surveys, traveler reviews, and industry awards. Our greatest asset—and the key to our success—is our people. We believe that each of us deserves a sense of dignity, pride, and satisfaction in what we do.
At Four Seasons, we guide all our actions by the Golden Rule:“Treat others as you would like to be treated.”Here, you will work on a team built on mutual respect, collaboration, exceptional service, and a passion for hospitality.As a luxury brand, your work will also be guided by the highest standards toensure exceptional quality and service at all times.Expect to work hard while having fun and learning along the way, taking your career, experience, and skills to the next level. As an added benefit, working with Four Seasons gives you the opportunity to build an international career and travel around the world while staying at incrediblepropertiesat no cost.
- Company Website:www.fourseasons.com
- Internal Careers:https://jobs.fourseasons.com/
- LinkedIn:https://www.linkedin.com/company/four-seasons-hotels-and-resorts
- Facebook:https://www.facebook.com/FourSeasonsJobs
- Twitter:https://twitter.com/FourSeasonsJobs
- Please note that due to thelarge numberof responses we receive, only candidates being considered for the above position will be contacted for aninterview.******
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