Guest Experience Coordinator

Four Seasons Hotels and Resorts; Boston (MA); On-site; USD 37,000 - 51,000; Full time

Benefits offered by this job

Hourly Rate: $32.22

Complimentary room program

Medical, Dental and Vision Insurance

401(k) Retirement Matching Plan

Educational assistance programs

In-house training workshop for all</

Complimentary Life insurance

Vacation & Paid Sick Time Off

Complimentary Employee Meals

Job summary

Four Seasons Hotel One Dalton Street, Boston is seeking a Guest Experience Coordinator to join the Rooms Division (Rescom). You will manage pre-arrival outreach, learn guest preferences, and customize experiences for each stay in Boston.

In this role you will coordinate dining, activities, and transportation, working closely with hotel departments to fulfill requests and maintain city partner relationships. Visa and work authorization for the United States are required.

Qualifications

• College degree in hospitality preferred.
• 1 year of luxury hotel experience.
• Computer literate.
• Ability to read and write in English.
• Visa sponsorship is not available. Must be legally permitted to work in the United States.

Responsibilities

• Conducts all prearrival outreach for incoming guests via email, chat and phone calls.
• Communicate with guests directly, travel agents or executive assistants of our guests.
• Actively books dining reservations and all activities for guests prior to arrival.
• Assists with transportation needs whether rental cars or private limo services.
• Works closely with all departments within the hotel to ensure all guest requests are communicated and fulfilled.
• Maintains relationships with city partners to ensure the hotel is connected and prioritized.
• Coordinates unique experiences to differentiate from competitors.
• Answers internal phone calls from in-house guests seeking Concierge assistance.
• Display a high level of integrity and professionalism at all times with guests and employees.
• Perform all reasonable services a guest may require and anticipate requests.
• Assists other departments as required in resolving problems.
• Proficient in Opera, Golden, and Key systems.
• Performs other tasks or projects as assigned by hotel management and staff.

Skills

Computer literate

English language

Guest service mindset

Education

College degree in hospitality

Tools

Opera

Golden

KEY

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:

Located in the heart of the Back Bay, Four Seasons Hotel One Dalton Street, Boston’s glass skyscraper soars above the city as the third tallest building in Boston. The Hotel’s 215 spacious guest rooms and suites feature floor-to-ceiling windows with views across the city. Other amenities include The Wellness Floor, a five-star urban spa destination; chic restaurants including brunch hotspot One+One; Trifecta, the stunning restaurant and cocktail lounge featuring Boston’s best cocktails and delicious New England fare; and more than 10,000 square feet of dedicated meeting and event space. One Dalton is also home to 160 beautifully designed private residences that boasts unobstructed views of the city, Charles River, Boston Harbor and out to the Berkshire Mountains and shores of Cape Cod.

THE OPPORTUNITY:

Four Seasons Hotel One Dalton Street, Boston is currently looking for a Guest Experience Coordinator.

The Guest Experience Coordinator role is part of the Rooms Division team (Rescom) and assists in planning a guests’ stay prior to arrival. In this role you will correspond with guests or travel agents via phone, email or Four Seasons chat to learn about their interests, understand their preferences and then customize an experience for their trip to Boston. With a well-planned itinerary our guests will arrive worry free as the planning and arrangements will all have been organized well in advance.

ESSENTIAL FUNCTIONS:

• Conducts all prearrival outreach for incoming guests via email, chat and phone calls.

• This role will either communicate with guests directly, travel agents or executive assistants of our guests.

• Actively books dining reservations and all activities for guests prior to arrival.

• Assists with transportation needs whether rental cars or private limo services.

• Works closely with all departments within the hotel to ensure all guest requests are communicated and fulfilled.

• Must actively maintain relationships with partners in the city to ensure we are connected and prioritized as a hotel. These relationships may include restaurants contacts, tour operators, transportation companies etc.

• Coordinates unique and one of a kind experiences to differentiate from competitors.

• Answers internal phone calls from in house guests looking for Concierge assistance.

• Must display a high level of integrity and professionalism at all times in dealing with guests and employees.

• Perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly.

• Assists other departments as required in resolving problems.

• In this role you must be proficient in but not limited to Opera, Golden, Key.

• Performs other tasks or projects as assigned by hotel management and staff.

KNOWLEDGE AND SKILLS:

Education:College degree in hospitality preferred

Experience:1 year of luxury hotel experience

Skills and Abilities:Computer literate

Ability to read and write in English

VISA REQUIREMENTS:

Visa sponsorship is not available. Must already be legally permitted to work in the United States. Applicants without valid work authorization for the United States will not be considered.

Some Benefits Four Season Employees enjoy:

• Hourly Rate: $32.22
• Ability to experience our hotels as a guest through the complimentary room program
• Medical, Dental and Vision Insurance
• 401(k) Retirement Matching Plan
• Highly competitive salaries and incentives
• Educational assistance programs, as well as in-house training workshop for all employees.
• Complimentary Life insurance
• Vacation & Paid Sick Time Off
• Complimentary Employee Meals
• And much more!

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

Under Massachusetts law, an employer may not require or demand, as a condition of employment, prospective employment or continued employment, that an individual submit to or take a lie detector or similar test. An employer who violates this law shall be subject to criminal penalties and civil liability.