Seasonal Guest Services Specialist

4 weeks ago

Whistler, British Columbia, Canada Four Seasons Hotels and Resorts Full time

About Four Seasons:

Four Seasons thrives on the dedication of our people. We are a diverse group of individuals who aspire to improve, challenge ourselves, and treat one another with respect and kindness. Our team members across the globe craft extraordinary experiences for our guests, residents, and partners through a commitment to luxury and heartfelt service. We recognize that the key to delivering exceptional guest experiences lies in providing our employees with a world-class work environment and a strong company culture.

At Four Seasons, we value recognizing familiar faces, welcoming newcomers, and treating everyone we encounter with the same respect we wish to receive. Whether you work with us, stay with us, or explore with us, our mission is to create lasting impressions that enrich your life. This stems from our belief that life is more fulfilling when we connect genuinely with the people and the world around us.

About the role:

We are seeking a Full-Time Seasonal Concierge to become a part of our vibrant and diverse team at Four Seasons Resort & Residences Whistler.

Our work environment combines a strong commitment to outstanding service and authentic experiences with a focus on creativity and innovation. We are looking for individuals who are enthusiastic and dedicated to serving our guests. The satisfaction of our guests relies on the collaborative efforts of many; we achieve our best results when we work together, valuing each other's contributions and significance.

Key Responsibilities:

The Concierge will address a variety of guest inquiries by accurately assessing their needs and preferences, adding personal insights and recommendations to ensure maximum satisfaction while adhering to all Four Seasons' standards.

  • Welcome and register hotel guests, providing information about accommodations and establishing payment methods.
  • Utilize computerized or manual systems to manage daily records, guest accounts, receipts, and vouchers.
  • Collaborate with guests before and during their stay to understand their preferences and offer insightful recommendations.
  • Conduct pre-arrival processes, contacting future guests to arrange services such as Wine Tastings, Dining Reservations, and transportation.
  • Follow up with guests prior to arrival, ensuring timely responses.
  • Manage all guest interactions with the utmost hospitality and professionalism, accommodating special requests when feasible.
  • Maintain constant communication with guests through our messaging platform, providing immediate responses and proper closure of interactions.
  • Address and resolve customer complaints, assisting with inquiries about hotel services, hours of operation, and in-house events.
  • Engage with guests in person and via phone, adhering to brand standards.
  • Answer guest calls and provide appropriate directions in the absence of a Communication Operator.
  • Ensure that concierge desk materials, including information on local attractions and activities, are current and accurate.
  • Possess extensive knowledge of local activities and establish contacts with vendors to provide information, ticketing, and reservations for guests.
  • Perform additional duties as assigned by the Concierge Manager and Front Desk Manager.

Qualifications:

  • Preferred background in luxury hotel Front Office, Concierge, or Guest Services.
  • Previous experience with Opera PMS is advantageous.
  • Essential ability to quickly and positively establish rapport.
  • Knowledge of the local area is highly desirable but not mandatory.
  • Demonstrated strong written and oral communication skills.
  • Ability to multitask in a high-volume and demanding environment.
  • Priority consideration for current Four Seasons employees, bilingual candidates, and those with prior luxury hotel experience.
  • Proficiency in the English language, both written and oral, is mandatory.
  • Commitment to exceptional service and teamwork.
  • Strong attention to detail and the ability to thrive in a fast-paced environment.
  • Must be eligible to work in Canada.

What we offer:

  • Access to affordable shared staff accommodation.
  • Employee recognition events and celebrations.
  • Complimentary meal per shift in our employee dining room.
  • Paid time off; vacation days and additional floating holidays per year.
  • Excellent training and development program.
  • Discovery Nights at Four Seasons worldwide.

Schedule & Hours:

As our hotel operates 24/7, we expect our Concierge to be flexible in working mornings, evenings, weekends, overnights, and holidays.

Equal Opportunity Employer:

Our organization is committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of gender, ethnicity, religion, sexual orientation, age, disability, or any other basis protected under provincial or federal laws.

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