Guest Relations Officer

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 required.

Departmental

Ensures a smooth check-in and check-out of all guests.

Anticipates guest needs and takes ownership of guest concerns and requests; ensures speedy and accurate follow up where required; acts decisively to ensure guest satisfaction; reports and notifies all glitches to Assistant Manager for further follow up.

Performs guest arrival, guest departure, cashiering tasks in accordance with hotel standards; fulfills special guest requests.

Requisitions supplies according to established procedures.

Accurately posts guest checks, processes payments and adheres to related control procedures in a vigilant manner.

Has excellent knowledge of and is able to intuitively recommend the hotel's rooms and facilities; drives up selling programs.

Meets and greets arriving and departing guests; Provides genuine hospitality and recognition, acts as host/ hostess.

Acts as point of contact for in-house guests and local customers; provides individual assistance and accurate information.

Keeps management informed of guest and staff related incidents; represents senior management in their absence.

Provides genuine hospitality and recognition in the work area; maintains strict discretion; proactively updates guest history database; promote hotel services and products.

Conducts routine inspections of Public areas and guest rooms; takes proactive steps to rectify any shortcomings.

Actively participates in daily briefings; completes assigned shift duties.

Inspects and ensures the work area is in good physical repair; reports defects and ensures timely rectification.

Attends to concierge requests in a precise and efficient manner; provides insightful information to internal and external customers.

Ensures all resources for an efficient operation is in place; re-orders operating supplies when necessary.

Ensures strict compliance with the hotel's cash handling and internal control procedures.

Is knowledgeable of all Concierge and Guests Experiences Job duties.

Is highly sensitive to guests preferences and special requests, offers meaningful alternatives when special requests cannot be met; adds a special touch when an opportunity is presented

Conducts routine maintenance and public area inspections.

Is proficient in safe handling of equipment and machinery; reports defects and accidents to management immediately.

Handles all Four Seasons Messenger Requests and Mobile App Requests.

Performs any other cognate duties as and when required.

Special Requirements

Holds a Diploma in Hospitality Management.

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

Fluent in both English and French, an additional third language beneficial.

Possesses excellent math and psychometric abilities.

Excellent computer skills and working knowledge of Opera/PMS.

Compliance Policies

Grooming Policy

Confidentiality Agreement

Policy Against Harassment

Electronic Systems Policy

Code of Business Conduct and Ethics

Employee Handbook Acknowledgement Form

REQ10355564