Guest Recognition Specialist

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:

Modern luxury steeped in Southern Charm. Meet us in Atlanta, and we’ll show you what it means to have fun, Southern-style. Our vibrant capital city is the living, breathing cultural heart of the American South, where world-renowned chefs, business moguls and celebrities flock for work and play. Our Midtown Hotel puts you just steps from the renowned High Museum of Art, eclectic Peachtree Street and the sprawling green spaces of Piedmont Park. Enjoy breakfast at Park 75 before heading out to explore the city, or stay in for a healthy dose of self-care in our serene Spa. However you spend the day, make sure to end your night with dinner and drinks at Bar Margot.

About the role To provide guests with the highest level of personal service and recognition through storing and sharing customer information. Provide the preference most meaningful for guests, and to expedite check-in. CIS will also ensure the integrity of the local database and provide support to the Reservations Sales Staff and Marketing Department.

What you will do

ESSENTIAL FUNCTIONS:

1. Monitoring and correcting various levels and standards of data entry into the Property Management System by different users in the hotel. (2%)

2. Ensure that all departments follow the Four Seasons Standards of Data Entry properly and display a high level of professionalism and integrity at all times. (11%)

3. Monitoring the process of exchanging guest data with other hotels following confidentiality statement and data privacy guidelines (5%)

4. Contacting guests and travel arrangers to clarify any discrepancies in the guest preferences before guests’ arrival and communicating with the Operations staff the most detailed information about the arriving guests. (8%)

5. Constantly maintain the local database for accuracy & quality and work with the Client Information Specialists at other hotels and in the corporate office to increase the accuracy of the knowledge of our guests and clients. (3%)

6. Provide information regarding the hotel and Four Seasons Hotels & Resorts (all facilities, hours of operation, etc…) (1%)

7. Print guest problem reports from the computer system and research past guest comment cards on file. (2%)

8. Prepare and review all relevant Guest, Profile Guests, VIP, Special Attention guests information for today’s arrivals and share information with all departments. Ensure all Guest Recognition policies and procedures are followed. (10%)

9. Run all essential reports from Profile Guests, Special Attention & VIP Guests but not limited to local codes, traces, amenities, arrivals w/o client ID/Company and guest preferences. Create Any Show Me You Know Me Profiles. (15%)

10. Profile Maintenance – focus on profiles created by new reservation agents, front desk and WRO, check for dates entry standards (last names, address, etc…), verify that none of the new profiles are duplicates, merge Duplicate profiles in GuestRez but not limited to cleanup in guests profiles on comments using FSGuRu Rules and maintenance on cleanup of glitches / comment card remarks. (10%)

11. Work on Potential Duplicate Profiles report (run monthly), add any comments into profiles in GUESTres as per FSGuRu Rules, clean up remarks that are too lengthy (2%)

12. Take reservation calls, handle internal reservations, email and internal reservation calls (10%)

13. Create and administer Guest History Collection Program and Awards, administer, monitor amenity program (6%)

14. Respond according to the crisis management plan to any resort emergency or safety situation. (1%)

15. Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee. (5%)

16. Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact.

NON-ESSENTIAL FUNCTIONS:

1. Assist with all guest inquiries within the sales and marketing department, including assisting with high telephone volume and walk-in site inspections.

2. Assist with the development of all direct sales presentation material for both travel industry and group sales.

3. Perform other tasks or projects as assigned by hotel management and staff.

4. Designated Trainer – review all CIS/Guessers policies and procedures with all new employees in Reservations, Front Desk, or Residence Club.

What you bring

Education: College education required.

Experience: Previous Reservations and/or Front Office. High Volume Call Center. Computers and Windows 95/98.

Skills and Abilities: Reading, writing, and oral proficiency. Communication Skills. Strong Customer Service.

 
  
What we offer: 
•    Competitive Salary, wages, and a comprehensive benefits package
•    Excellent Training and Development opportunities
•    Complimentary Accommodation at other Four Seasons Hotels and Resort
•    Complimentary Employee Meals
•    Discounted rates for Parking and/or Marta

Schedule & Hours:

• Scheduled days and times may vary based on need.

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf