VIP Guest Recognition Specialist

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

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.