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:
Find your "pura vida", where adventure and relaxation meet. An unspoiled world of eco-luxury welcomes each guest to Latin America’s ultimate coastal retreat, offering unparalleled access to nature, adventure and relaxation. Central America’s exclusive Forbes Travel Guide Five-Star resort for six consecutive years, Four Seasons Resort Peninsula Papagayo, Costa Rica is the utmost location for adventure travellers, wellness seekers, culinary explorers, and cultural globetrotters. With customized itineraries for families and couples alike, we can’t wait for you to experience “Pura Vida” at Peninsula Papagayo.GUEST EXPERIENCE AGENT
About the role
The Guest Experience agent at Four Seasons Costa Rica is an integral part of the Concierge Department and Guest Relations Hotel Team, whose main objective is to ensure our guests are well looked after from start to end. This role will respond to various guest requests by accurately assessing the guest's needs and requests and then adding personal recommendations, local expertise, and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies
What you will do
Daily Function
Daily duties include, but are not limited to:
Mapping of the VIP and High-spending guests 7 days in advance, so that the guest experience manager can send the first contact and introduce the team.Interactions with guests will be in person, on the phone, via email, and Four Seasons Chat. Concierge Essentials amenities inventory control and set up.Be a driving force behind guest-centric projects aimed at elevating the experience and recognition of VIP guests.Assist the Guest Experience Manager with the Surprise and Delight project set up in the units.Assist the concierge team with special occasion amenity placement (anniversary, birthday, honeymoon, etc.)Review daily arrivals with the Guest Experience Manager to ensure proper handling of Special Attention Guests, VIP guests as Elite, and High return guests.Assist the guests' experience manager with courtesy calls to the designated in-house VIP and arrival welcome letters.Perform Top VIP room inspections to ensure there are no relevant pending details, reporting them to Engineering and Housekeeping management.Room inspection of VIPs to verify the setup of amenities, welcome cards, and all the special touches have been arranged.Arrival greeting to designated VIPs during the Guest Experience Manager's absence.Escort to the cart and wish farewell to guests upon departure when designated. Assists VIP Guests with some Front Desk Duties—checks guests in and out of the House or Prieta Unit if necessary during busy periods.When the room is not ready upon arrival: Arrange for luggage to be delivered to the guest room, offer different hotel facilities, and escort guests to the restaurant or waiting area. And follow up with the guest when the room is fully ready.Accommodating special requests whenever possible, assisting customers in all inquiries in connecting with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
What you bring