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Guest Relations Agent

2 months ago

Montreal, Quebec, Canada Four Seasons Hotels and Resorts Full time
About Four Seasons:

Four Seasons Hotels and Resorts is a global leader in the hospitality industry, renowned for its exceptional service, luxurious amenities, and unparalleled guest experiences. We are seeking a highly skilled and dedicated Guest Relations Agent to join our team at our Montreal property.

Job Summary:

The Guest Relations Agent is responsible for ensuring that our guests' expectations are exceeded and their stay is personalized from pre-arrival to departure. This role requires a high level of attention to detail, excellent communication skills, and the ability to work in a fast-paced environment. The successful candidate will be responsible for implementing our guest recognition program, pre-arrival and in-house stay programs, and ensuring that all guest requests are handled efficiently and effectively.

Key Responsibilities:

  • Implement and manage our guest recognition program, including pre-arrival and in-house stay programs;
  • Ensure that all guest requests are handled efficiently and effectively, including pre-arrival telephone calls, emails, and mobile chat;
  • Collaborate with the Front Office and Guest Services teams to ensure seamless guest experiences;
  • Provide exceptional customer service to our guests, responding to their needs and requests in a timely and professional manner;
  • Work closely with the Guest Relations Manager to ensure that all guest interactions are handled in accordance with Four Seasons' standards and policies;
  • Participate in the morning meeting to discuss guest arrivals, departures, and special requests;
  • Update guest profiles and preferences in our system to ensure accurate and personalized service;
  • Perform daily inspections of guest rooms and suites to ensure that they meet our high standards;
  • Assist with and resolve any guest complaints or issues in a professional and courteous manner;
  • Provide basic trouble-shooting support for in-room services such as Internet, TV, and iPad;
  • Work closely with the Front Office and Guest Services teams to ensure that all guest requests are handled efficiently and effectively;
  • Comply with Four Seasons' Category One and Category Two Work Rules and Standards of Conduct as set forth in the Employee Manual;


Requirements:

  • Fluency in French and English, both orally and in writing;
  • Minimum 3 years of experience in a management (operational) position in a luxury property;
  • College degree preferred;
  • Excellent communication and interpersonal skills;
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously;
  • High level of attention to detail and ability to multitask;
  • Ability to work evenings, holidays, and weekends as required;
  • Strong computer skills, including a working knowledge of MS Outlook, Word, Excel, Power Point, Adobe, Delphi, and Opera;


What We Offer:

Four Seasons Hotels and Resorts offers a competitive salary and benefits package, including extended health coverage, discounts at our MARCUS Restaurant and 5-Star Spa, employee recognition days and events, complimentary meal per shift in our employee dining room, retirement plan with employer contribution, paid time off, and excellent training and development opportunities.