Guest Experience Specialist

Four Seasons Hotels Ltd; Miami (FL); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Complimentary rooms nights

Discount programs

Paid time off

Parental leave

401k with match

Learning & development

Diversity events

Job summary

Four Seasons Hotels Ltd in Miami seeks a Guest Experience Specialist to deliver personalized experiences, addressing guest needs and collaborating with Front Office and other departments to ensure outstanding service. You will anticipate preferences, resolve issues, and contribute to memorable stays for guests and residents in a luxury setting.

Ideal candidates excel in communication, possess empathy, and can handle busy periods with professionalism.

Qualifications

• Fluent English required; multilingual abilities preferred.
• Excellent communication and interpersonal skills with empathy.
• Strong problem-solving能力 and ability to handle high-pressure situations.

Responsibilities

• Greet guests in lobby and assist with requests to enhance their stay.
• Address guest concerns promptly and professionally to ensure satisfaction.
• Collaborate with Front Office and other departments to ensure seamless service delivery.

Skills

Guest relations

Communication

Empathy

Problem solving

Multilingual (English)

Tools

PMS 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.

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:

Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue – find the best of both big city adventure and a tropical getaway – arrive at our lifestyle-inspired lobby, savour the fun and flavourful dining experiences, and spend the day with a swim or sway in a hammock within our two-acre sun-kissed sanctuary. It’s all set against the Miami skyline overlooking the city’s fashionable art, dining, and entertainment scenes just minutes from our doorstep.

About the position

The Guest Experience Specialist supports the Guest Experience Team in delivering personalized, memorable, and unique experiences to resort guests and residents, aimed at enhancing guest satisfaction and loyalty. This position focuses on assisting with guest interactions, addressing concerns, and ensuring the quality of amenities, services, and facilities. The Guest Experience Specialist works closely with the Front Office team and Hotel Assistant Managers to help maintain high service standards.

Guest Relations:

• Develop and maintain strong, positive relationships with guests to ensure memorable experiences.

• Anticipate guest needs and preferences, offering personalized recommendations and assistance.

• Handle escalated guest concerns or complaints in a professional and empathetic manner, ensuring swift resolution.

Guest Experience Strategy:

• Collaborate with the management team to design and implement strategies that enhance the overall guest experience.

• Monitor guest satisfaction metrics, such as surveys and feedback, to identify trends and areas for improvement.

Operational Support:

• Actively participates in the daily arrival process, by greeting and interacting with guests and being present in the lobby.

• Review amenity traces and prepare special occasion amenities, personalized welcome letters for arriving guests.

• Work with other departments (Housekeeping, Front Desk, Food and Beverage, etc.) to ensure seamless service delivery for guests. Including but not limited to, Arrival, Departure, Dining.

• Walk all VIP rooms prior to arrival to ensure cleanliness, amenities and traces are placed.

• Track guest feedback and implement systems to address recurring issues or opportunities for improvement.

• Collaborate with GEM and reach out to VIP guests prior to arrival to introduce self to confirm transportation and offer to set up itinerary items while in house to personalize their stay

• Review daily glitches, assign self and develop contact as Point of Contact for glitch guests

• Meet and greet VIP curbside and limousine arrivals throughout the day

• Maintains a high presence in guest areas i.e. Pools, Restaurants and Lounges ensuring that any issues raised are resolved

• Ability to cover Front Desk Agent shifts as business requires, perform all functions of Front Desk Agent, such as Check‑In, Out and Billing, but not limited to.

• Expect to work weekends and holidays based on occupancy levels

Guest Experience Reporting:

• Prepare regular reports on guest satisfaction, operational performance, and areas for improvement.

• Provide insights and recommendations to management based on guest feedback and experience data.

Preferred Qualifications:

• Reading, writing and oral proficiency in the English language, multilingual abilities preferred.

• Excellent communication and interpersonal skills, with a focus on empathy and active listening.

• Strong problem‑solving abilities and the ability to handle high‑pressure situations with professionalism.

Knowledge of PMS systems and guest experience tracking tools.

Previous operational experience in the Rooms or Food & Beverage Divisions.

Benefits Four Season Employees Enjoy

• Competitive Employee Health, Basic Dental and Vision Insurance
• Complimentary Rooms Nights at Four Seasons
• Exclusive discount and travel programs with Four Seasons
• Vacation, Sick and Holiday Pay
• Paid Parental Leave
• 401k plan with match
• Energizing Employee Culture where you are encouraged to be your true self!
• Comprehensive learning and development programs to help you master your craft.
• Inclusive and diverse employee engagement events all year‑round.
• And so much more!

Four Seasons is an Equal Opportunity, Aff 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