Guest Recognition Coordinator

Four Seasons Hotels and Resorts; Beverly Hills (CA); On-site; USD 43,000 - 47,000; Full time

Job summary

The Four Seasons Guest Recognition Coordinator at Beverly Wilshire, Beverly Hills, reports to the Director of Guest Experience. You will manage guest profiles in Opera and Golden, handle pre-arrivals, and uphold data privacy standards to deliver intuitive service.

You will work with the Guest Experience Team, prepare pre-arrival communications for VIP guests, maintain profile completeness, and support the team with administrative tasks.

Responsibilities

• Maintain accurate, up-to-date guest profiles in compliance with Global Data Entry Standards.
• Identify duplicate profiles in Opera and Golden and flag with the Corporate Guest Recognition Team for merging.
• Manage guests’ Essentials and subscriptions to Promotional Communications on their profiles.
• Approve and/or modify any Global Essentials being entered on property.
• Ensure the GRS Approval Report is cleared daily.
• Assist with requests to modify guest profile information.
• Manage and support Target Guest List Program.
• Prepare and send personalized pre-arrival emails to VIP guests as directed by the Guest Experience Team.
• Attend daily PM huddles, implement necessary reservation updates, and ensure all changes are accurately reflected in the system.
• Oversee HotSOS service order management.
• Support the Guest Experience Team with administrative tasks.
• Support Group Coordinator managing group profiles.
• Ensure all employees and managers with Golden/Golden EXP access remain current on required training, certifications, and compliance requirements.
• Manage Profile Completeness from KEY.
• Review all guest reservations and profiles in Opera and Golden prior to arrival and ensure correct profiles are attached to reservations 7 days out.
• Enhance guest profiles with available information (photo, job title, company, date of birth).
• Coordinate with relevant departments to ensure guest Essentials and preferences are met, and input appropriate traces for a seamless arrival and stay experience.
• Manage requests from guests wishing to conceal their identity through an alias or private registration.
• Handle third-party requests regarding guest information in accordance with privacy standards.
• Communicate with the Corporate Guest Recognition Team for profile-related issues via ServiceNow.
• Ensure all employees with profile editing access in Golden are fully trained on profile standards.
• Attend monthly Golden Hour calls.
• Be part of a cohesive team with opportunities to build a successful career with global potential
• Have access to a robust benefit plan
• Have the opportunity to engage in diverse and challenging work
• Derive a sense of pride in work well done
• Be recognized for excellence

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:

Since opening in 1928, our legendary property has been the preferred address for celebrities, royalty and the international elite — and it’s easy to see why. Located at the intersection of Wilshire Boulevard and Rodeo Drive, we put you in the enviable heart of Beverly Hills, with designer shopping, fine dining and postcard-worthy views at our doorstep.

Guest Recognition Coordinator – Full Time

Beverly Wilshire, Beverly Hills, A Four Seasons Hotel

We are seeking a Guest Recognition Coordinator who shares a passion for excellence and infuses enthusiasm into everything they do. In this role, you’ll have the opportunity to shape the guest experience by providing exceptional knowledge and service in support of our world-renowned hotel. The Guest Recognition Coordinator reports to the Director of Guest Experience. Work authorization for this location is required.

Join Our Team

In captivating Beverly Hills with Rodeo Drive boutiques glittering at the doorstep, this legendary Los Angeles landmark buzzes with renewed vitality. Offering tradition and trend, peaceful privacy and lively sophistication, Beverly Wilshire wants YOU to be part of our talented team of individuals who provide thoughtful Four Seasons care to warm every moment.

About the Role

The Four Seasons Guest Recognition Coordinator is a critical role in our guest recognition effort and our ability to deliver exceptional levels of intuitive service with every guest, every stay, at every property. At Four Seasons, we show people that we know who they are, what is essential to them, and celebrate their individuality. This role is responsible for guest profile management on property, pre-arrivals, and non-guest profiles while upholding data privacy to the highest standards.

Key Functions

• Maintain accurate, up-to-date guest profiles in compliance with Global Data Entry Standards.
• Identify duplicate profiles in Opera and Golden and flag with the Corporate Guest Recognition Team for merging.
• Manage guests’ Essentials and subscriptions to Promotional Communications on their profiles.
• Approve and/or modify any Global Essentials being entered on property.
• Ensure the GRS Approval Report is cleared daily.
• Assist with requests to modify guest profile information.
• Manage Point of Contact assignments in Golden and ensure accurate updates and set ups in Opera.
• Manage and support Target Guest List Program.
• Prepare and send personalized pre-arrival emails to VIP guests as directed by the Guest Experience Team.
• Attend daily PM huddles, implement necessary reservation updates, and ensure all changes are accurately reflected in the system.
• Oversee HotSOS service order management.
• Support the Guest Experience Team with administrative tasks.
• Support Group Coordinator managing group profiles.
• Ensure all employees and managers with Golden/Golden EXP access remain current on required training, certifications, and compliance requirements.
• Manage Profile Completeness from KEY.

Pre-Arrivals

• Review all guest reservations and profiles in Opera and Golden prior to arrival and ensure correct profiles are attached to reservations 7 days out.
• Enhance guest profiles with available information (photo, job title, company, date of birth).
• Coordinate with relevant departments to ensure guest Essentials and preferences are met, and input appropriate traces for a seamless arrival and stay experience.
• Manage requests from guests wishing to conceal their identity through an alias or private registration.
• Handle third-party requests regarding guest information in accordance with privacy standards.
• Communicate with the Corporate Guest Recognition Team for profile-related issues via ServiceNow.
• Ensure all employees with profile editing access in Golden are fully trained on profile standards.
• Attend monthly Golden Hour calls.

What to Expect: You Will…

• Be part of a cohesive team with opportunities to build a successful career with global potential
• Have access to a robust benefit plan
• Have the opportunity to engage in diverse and challenging work
• Derive a sense of pride in work well done
• Be recognized for excellence

Hourly Rate: $32.22

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 - http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

Learn more about what it is like to work at Four Seasons – visit us:

http://jobs.fourseasons.com

http://www.linkedin.com/company/four-seasons-hotels-and-resorts

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://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf