Guest Experience Agent

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:A secluded oasis at the edge of an idyllic lagoon! On the east coast of Mauritius, lapped by turquoise waters perfect for water sports, our relaxing Resort is filled with lush greenery and dramatic views everywhere you turn. Each stylish villa and residence feature its own private garden and pool – just like the home for the Resort’s resident giant tortoises. After a day exploring the Indian Ocean or playing unlimited golf at both our Ernie Els-designed course and Bernhard Langer signature course, unwind at our award-winning Spa and raise a glass at one of our exciting dining venues. Mauritius is teeming with opportunities for your next day’s adventures. This beautiful resort opened in October 2008, and has 90 one-bedroom villas, 1 Presidential Suite, 45 two-to-five-bedroom residential villas, 5 stunning Food and Beverage venues in addition to managing an off-property beach bar/restaurant, an award-winning over water Spa, 2 tennis courts and a fitness center.

Purpose

To provide a range of services to guests upon arrival and departure to make the stay of the guests at the Resort comfortable and pleasant.

Job Responsibilities

General

Is directly responsible for the day to day key processes in his/her area of work

Assumes training responsibilities when required; demonstrates a high degree of standards awareness

Displays warmth, care and genuine enthusiasm when dealing with both external and internal guests; lives the Golden Rule.

Demonstrates standards awareness, by setting example for standards execution, standards testing and implementing action plans to achieve established product and service goals.

Adheres to the hotel's code of conduct and grooming & hygiene standards.

Is seen as working hands-on, assists colleagues in crunch times.

Actively participates in briefings and meetings; facilitates communication between employees and management.

Maintains a clean and orderly work area and promotes a safe working environment.

Performs any cognate duties as and when assigned.

Departmental

Actively make contact with the guest prior to arrival to collect preferences and initiate the personalization process.

Before arrival ensure all confirmations are done and any requests have been taken care of.

Act as a dedicated concierge, crafting tailor-made itineraries and curated experiences based on guest interests.

Prepare detailed arrival lists for airport greeters, including insights from pre-arrival conversations (e.g. guest mood or expectations).

Promote and upsell experiences and services in a thoughtful and personalized manner.

Personally greet the guest upon arrival when possible, and/or provide a seamless handover to the Guest Experience Team and Front Office Team

Update the Golden profile with detailed guest preferences and relevant insights.

Coordinate personalized amenities before and during the stay to create memorable “wow” moments, in collaboration with the team.

Farewell to the guest on departure.

Follow up with guest via email after departure

Support the front desk during busy operations

Replace and/or support greeters at the airport if necessary

Collaborate with other departments (ENG, F&B and HSKP) to ensure a smooth and memorable stay

Special Requirements

Holds a Diploma in Hospitality Management.

Has 1 -2 years of relevant experience in 5 star hotels/resorts.

Fluent in English. An additional third language beneficial.

Excellent computer skills and working knowledge of Opera/PMS.

REQ10352803