Global 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

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.