Guest Experience Agent

Four Seasons; Philadelphia (Philadelphia County); On-site; USD 42,000 - 63,000; Full time

Benefits offered by this job

Complimentary employee meals

Uniform dry cleaning

Employee recognition programs

Access to global Four Seasons travel

Medical, Dental, Vision coverage

Parking and SEPTA access

City Fitness membership

Job summary

Four Seasons Hotel Philadelphia is seeking a Guest Relations Officer to deliver personalized, high-end guest experiences and anticipate needs. You will collaborate with multiple departments to ensure seamless arrivals, stays, and departures while upholding Four Seasons service standards.

The role emphasizes professionalism, discretion, and a passion for outstanding service in a luxury setting, with flexibility to cover peak hours and special events.

Qualifications

• Strong attention to detail and organizational skills.
• Excellent communication and interpersonal abilities.
• Passion for delivering exceptional guest service.
• Ability to manage multiple priorities in a fast-paced environment.
• Collaborative mindset with strong team player skills.
• Experience in hospitality or luxury service environments is an asset.

Responsibilities

• Respond to guest requests with professionalism, accuracy, and a personalized approach.
• Handle guest interactions, resolve concerns, and accommodate special requests whenever possible.
• Prepare for guest arrivals by reviewing preferences, coordinating with departments, and ensuring rooms meet the highest standards.
• Create memorable and personalized guest experiences, including VIP amenities and special occasion touches.
• Maintain and update guest profiles using hotel systems to ensure accurate tracking of preferences and requests.
• Collaborate with Housekeeping, Front Desk, Concierge, and other teams to ensure seamless guest experiences.
• Communicate with guests prior to arrival to arrange transportation, dining, and special services.
• Welcome and engage guests upon arrival, including supporting curbside check-ins and lobby interactions.

Skills

Attention to detail

Communication

Team player

Multitasking

Hospitality experience

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.

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:

Embark on a journey above the clouds to discover the modern lifestyle of Philadelphia’s first Forbes Travel Guide Five-Star Hotel. Feel the tranquility of healing crystals from the moment you arrive at the Five-Star Spa and immerse yourself in rejuvenating treatments as you float above the city in 57th-floor infinity-edge pool. Savour unparalleled fine-dining by Michelin-starred Chef Jean-Georges Vongerichten and inventive flavours by local James Beard Award-winner Chef Greg Vernick. Allow our team to curate your stay with the spirit of Brotherly Love.

About The Role

The Guest Relations Officer plays a key role in delivering exceptional, personalized experiences by responding to a wide variety of guest requests and anticipating their needs. This role partners closely with multiple departments to ensure seamless guest arrivals, stays, and departures while creating memorable moments that reflect Four Seasons service standards.

What You Will Do

• Respond to guest requests with professionalism, accuracy, and a personalized approach
• Handle guest interactions, resolve concerns, and accommodate special requests whenever possible
• Prepare for guest arrivals by reviewing preferences, coordinating with departments, and ensuring rooms meet the highest standards
• Create memorable and personalized guest experiences, including VIP amenities and special occasion touches
• Maintain and update guest profiles using hotel systems to ensure accurate tracking of preferences and requests
• Collaborate with Housekeeping, Front Desk, Concierge, and other teams to ensure seamless guest experiences
• Communicate with guests prior to arrival to arrange transportation, dining, and special services
• Welcome and engage guests upon arrival, including supporting curbside check-ins and lobby interactions

What You Bring

• Strong attention to detail and organizational skills
• Excellent communication and interpersonal abilities
• Passion for delivering exceptional guest service
• Ability to manage multiple priorities in a fast-paced environment
• Collaborative mindset with strong team player skills
• Experience in hospitality or luxury service environments is an asset

What We Offer

• Competitive salary and comprehensive benefits package
• Opportunities for career growth and development
• Complimentary employee meals
• Uniform dry cleaning
• Employee recognition and engagement programs
• Access to global Four Seasons travel opportunities

Discounted

• Medical, Dental, and Vision coverage
• Parking and Septa access
• City Fitness membership

Schedule & Hours

• Full-time position
• Requires flexibility to work mornings, evenings, weekends, and holidays

Four Seasons Hotel Philadelphia is committed to diversity and inclusion in the workplace.

Four Seasons is an Equal Opportunity, affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

Four Seasons is an Equal Opportunity, affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal