Guest Relations Officer

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.

Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Preparing and explaining guest folio, and perform check out base on benchmark standard

People Functions

• →Maintain a harmonious and professional relationship with co-workers, supervisors and all departments.

• →Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.

• →Develop healthy and happy relation with other front office team member in particular and all hotel employee in general

• →Assist in other areas of the department as needed.

Product Functions

• →Ensure all local and corporate policies, works rules and benchmark standard are properly applied
• →Utilize Golden appropriately for a maximum guest recognition/satisfaction
• →Developing guest connection and gain feedback from the guest regarding their overall stay or specific issue in particular then actively seeking solution to resolve the problem
• →Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests
• →Prepare and double check guest arrival of the day, prepare welcome arrival packages (Hotel Map, Jogging Map, key packet, Welcome card/letter, activities schedule, correct room assignment base on guest reservations
• →Prepare welcome card/letter for four seasons employee who stay on a complimentary stay or employee rate and obtain signature of Front Office Manager / Director of Rooms
• →Perform smooth check in and check out process base on benchmark standard
• →Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, exchanges foreign currency. Reconciles all transactions at the close of each shift
• →Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
• →Actively report Glitch that occurred during shift to Supervisor or Guest Relations Manager
• →Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator
• →Perform any additional duties as assigned by Guest Relations Manager/Front Office manager or Director of Rooms

Profit Functions

• →Seeking opportunity of possible upselling guest to higher room category, Spa, Food and Beverages and other hotel activities that generates revenue
• →Maintain and control expenses

High School education or equivalent experience

Preferred one to two years’ experience in related position with Four Seasons or other luxury hospitality brand

•     40 working hours per week. 

•     10 days off every month except February　（9 days）