Guest Experience Coordinator

Four Seasons; Nashville (TN); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Benefits package

Training opportunities

Employee discounts

Dry cleaning

Employee meals

Insurance + 401(k)

EAP

Paid time off

Team events

Job summary

Four Seasons Hotel & Private Residences Nashville is seeking a Guest Experience Coordinator to join our Rooms Division. This role serves as a central contact for guests, ensuring seamless communication, personalized service, and memorable experiences throughout every stage of the guest journey.

You will engage with guests, coordinate with departments, and help deliver the renowned Four Seasons level of service, with a flexible schedule including evenings and weekends.

Qualifications

• Hospitality or guest services experience preferred.
• Excellent verbal and written communication.
• Strong organizational and multitasking abilities.
• Proficiency with Microsoft Office; hotel systems a plus.

Responsibilities

• Respond to guest calls, emails, and chats promptly and warmly.
• Coordinate guest requests with hotel departments for timely follow-up.
• Manage guest interactions through Messenger, HotSOS, Email, and Teams.
• Assist with pre-arrival planning and post-departure communications.
• Provide information on hotel services, local attractions, and dining.
• Monitor arrivals, departures, VIPs, groups, and events.
• Review room assignments and support smooth arrivals.
• Maintain confidentiality of guest information.
• Support Front Desk, Concierge, Guest Services, and In-Room Dining.
• Assist Guest Experience leadership with administrative duties.

Skills

Excellent communication

Strong organizational skills

Customer service mindset

Tools

Microsoft Office

Hotel systems

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

Write your own music city story. Let us show you the real Nashville, connecting you to the creative spirit of the city’s artisans. Four Seasons is the new social hub of downtown Nashville’s SoBro neighbourhood, just steps from music, sports and entertainment. Feel the rhythm of our vibrant restaurants and event spaces, and the harmony of our Spa and rooftop pool – celebrating nature with views of the Cumberland River and Riverfront Park. With unparalleled Four Seasons service and warm Southern hospitality, we’ll inspire a truly authentic experience of Music City.

About The Role

Four Seasons Hotel & Private Residences Nashville is seeking a Guest Experience Coordinator to join our dynamic Rooms Division team. This role serves as a central point of contact for guests, ensuring seamless communication, personalized service, and memorable experiences throughout every stage of the guest journey.

What You Will Do

• Respond to incoming guest calls, emails, and chat inquiries with professionalism, warmth, and efficiency.
• Coordinate guest requests and communicate with hotel departments to ensure timely follow-up and resolution.
• Manage guest interactions through systems such as Messenger, HotSOS, Email, and Teams.
• Assist with pre-arrival planning, special requests, guest preferences, and post-departure communications.
• Provide information regarding hotel services, local attractions, dining options, events and transportation.
• Monitor daily arrivals, departures, VIP guests, groups and special occasions to ensure a personalized guest experience.
• Review room assignments and support seamless arrivals and guest satisfaction initiatives.
• Maintain accurate records and protect the confidentiality of all guest information.
• Support Front Desk, Concierge, Guest Services, and In-Room Dining operations as needed.
• Assist the Guest Experience leadership team with administrative and operational responsibilities.

What You Bring

• Previous experience in hospitality, guest services, customer service, or administrative support preferred.
• Excellent verbal and written communication skills with a passion for delivering personalized service.
• Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment.
• Proficiency with Microsoft Office applications; experience with hotel systems is an advantage.
• Flexible schedule with the ability to work evenings, weekends, and holidays as business needs require.

What We Offer

• Competitive wages and a comprehensive benefits package
• Excellent training and career development opportunities
• Employee discounts and complimentary stays through Four Seasons employee travel programs
• Complimentary dry cleaning for employee uniforms
• Complimentary employee meals
• Medical, Dental, Vision, Life Insurance, and 401(k) retirement savings plan for eligible employees
• Employee Assistance Program (EAP)
• Paid vacation, holidays, and sick time for eligible employees
• Inclusive employee events and a dynamic, people-focused culture

Schedule & Hours

• Full-Time Position
• Must be available to work a flexible schedule, including mornings, afternoons, evenings, weekends, and holidays based on business demands.

Four Seasons is an Equal Opportunity, Affforative 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