Corporate Guest Recognition Specialist

Four Seasons; Singapore; On-site; SGD 45,000 - 73,000; Full time

Job summary

Four Seasons Singapore is seeking a Guest Recognition Specialist to support regional hotels with profile management, guest data accuracy and loyalty initiatives. You will collaborate with Front Office and Reservations teams to ensure high service levels.

The role emphasizes strong communication, problem solving and proficiency with PMS/ORS systems, Salesforce or Informatica a plus, and a proactive approach to guest information. Experience in hotel reservations is preferred.

Qualifications

• Hotel reservations and front office experience.
• Experience as a Guest Recognition Specialist preferred.
• 1-2 years’ experience utilizing guest reservations and operations software (PMS, ORS).
• Strong customer service skills that align with Four Seasons as a brand.
• Familiarity with Microsoft Office, Outlook, Opera ORS/PMS.
• Knowledge with Salesforce or Informatica is a bonus.
• Ability to communicate effectively at all levels.
• Self-starter with ability to manage competing priorities with minimal supervision.
• Proactive and takes initiative.
• Intuitive with all troubleshooting.
• Strong administrator with planning and organizational skills.

Responsibilities

• Ensure that all service levels are adhered to on a consistent basis.
• Monitor various queues to ensure adequate coverage.
• Communicate and support new policies and procedures for systems operation to hotels in region.
• Be open and accessible for the team and support your coworkers - foster two-way communication and attend engagement activities with the Corporate Guest Recognition Specialist Team at Singapore Corporate Office.
• Responding to hotel profile related tickets in adherence to the SLA timelines.
• Identify profile matches and process profile merges for individual guest profiles within the region; focus on guest knowledge for those traveling to multiple hotels within the region; adhere to SLA.
• Conduct pre-arrival checks to benchmark standard for properties with Guest Recognition services.
• Work with Manager, Guest Information and Recognition, to highlight hotel performance on Guest Recognition metrics.
• Act as a communication champion for the supported hotels for all policy and systems-related Guest Recognition activities.
• Provide Golden and systems integration support to hotel Guest Recognition Specialists, Front Office, and Reservations within the region.
• Act as a support specialist to Guest Recognition Specialists, Front Office and Reservations within the region.
• Identify issues and areas for improvement within the GRS and its systems (e.g. Golden) and elevate where appropriate.
• Collaborate with Toronto Corporate Guest Recognition Team when necessary.
• Act as a senior resource for hotel questions; document and upscale profile related issues as required.
• <b>Contingent upon demonstrated capability and seniority:</b> Identify and address profile misuses and mis-merges, investigating and correcting issues to minimize or prevent negative guest impact

Skills

Front office experience

Guest Recognition Specialist

Customer service

PMS/ORS software

Microsoft Office

Salesforce knowledge

Informatica knowledge

Communication skills

Multitasking

Tools

PMS/ORS

Salesforce

Informatica

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

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 130 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

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

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 130 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

What You’ll Be Doing

• Ensure that all service levels are adhered to on a consistent basis
• Monitor various queues to ensure adequate coverage
• Communicate and support new policies and procedures for systems operation to hotels in region
• Be open and accessible for the team and support your coworkers - foster two-way communication and attend engagement activities with the Corporate Guest Recognition Specialist Team at Singapore Corporate Office
• Responding to hotel profile related tickets in adherence to the SLA timelines
• Identify profile matches and process profile merges for individual guest profiles within the region. Focus will remain on an enhanced level of guest knowledge for those guests travelling to multiple hotels within the region, while adhering to SLA requirement timelines.
• Conduct pre-arrival checks to the benchmark standard for properties who have diverted Guest Recognition Specialist services
• Working with the Manager, Guest Information and Recognition, to highlight hotel performance on Guest Recognition metrics as it relates to hotel related training and support.
• Acting as a communication champion for the supported hotels for all policy and systems-related Guest Recognition activities
• Provide Golden and systems integration support to hotel Guest Recognition Specialists, Front Office, and Reservations within the region.
• Acting as a support specialist to Guest Recognition Specialists, Front Office and Reservations within the region
• Identify issues and areas for improvement within the GRS and its systems (e.g. Golden) and elevate where appropriate
• Collaborate with Toronto Corporate Guest Recognition Team when necessary
• Act as a senior resource for hotel questions; document and upscale profile related issues as required
• Contingent upon demonstrated capability and seniority: Identify and address profile misuses and mis-merges, investigating and correcting issues to minimize or prevent negative guest impact

What You Bring

• Hotel reservations and front office experience
• Experience as a Guest Recognition Specialist preferred
• 1-2 years’ experience utilizing guest reservations and operations software (PMS, ORS)
• Strong customer service skills that are aligned with Four Seasons as a brand
• Familiarity with Microsoft Office, Outlook, Opera ORS/PMS
• Knowledge with Salesforce or Informatica is a bonus
• Ability to communicate effectively at all levels
• Self-starter, ability to manage competing priorities with minimal supervision
• Proactive and takes initiative
• Intuitive with all troubleshooting
• Strong administrator with excellent planning and organizational skills