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:

Riverfront luxury in one of America's most celebrated cities. Unlocking the authentic New Orleans, Four Seasons invites you to our landmark tower – a heritage icon with a central downtown location on the banks of the Mississippi River. Dine on innovative Louisiana cuisine, relax by our resort-style pool, and plan your own private event at our 34th-floor observation deck boasting NOLA’s best views.

About the role 

Four Seasons Hotels and Residences New Orleans is seeking candidates to join its dynamic Guest Experience team as a Guest Experience Specialist. The Guest Experience Specialist at Four Seasons New Orleans is an integral part of the Guest Experience Department and Guest Relations Hotel Team, whose main objective is to ensure our guests are well looked after from pre arrival to post departure. This role will respond to various guest requests by accurately assessing the guest's needs and requests and then adding personal recommendations, local expertise, and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies 

What you will do 

Focus on VIPs such as Elite, HRGs, Suite Buyers and other guests as indicated. 

Handles all guest interactions with the highest level of hospitality and professionalism. 

Completes the majority of administrative duties for the Guest Experience team including pre arrival, itinerary build out, in house check ins and post stay follow up. 

Accommodating special requests whenever possible while seeking “golden nuggets” to personalize stays. 

Create surprise and delight moments where applicable. 

Daily guest interactions. 

Assists customers in all inquiries concerning hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. 

Supporting the concierge departments during busy periods and collaborating on guest itineraries. 

Supporting the Guest Experience Manager and others is the delivery of luxury guest experiences.  

Daily Function 

Daily duties include, but are not limited to: 

Mapping of the VIP and High-spending guests 7+ days in advance, so that the guest experience manager can oversee the first contact and introduce the team. 

Interactions with guests will be in person, on the phone, via email, and Four Seasons Chat.  

Concierge Essentials amenities inventory control and set up. 

Be a driving force behind guest-centric projects aimed at elevating the experience and recognition of VIP guests. 

Assist the Guest Experience Manager with the Surprise and Delight project set up in the units. 

Assist the concierge team with special occasion amenity placement (anniversary, birthday, honeymoon, etc.) 

Review daily arrivals with the Guest Experience Manager to ensure proper handling of Special Attention Guests, VIP guests as Elite, and High return guests. 

Assist the guests' experience manager with courtesy calls to the designated in-house VIP and arrival welcome letters. 

Perform Top VIP room inspections to ensure there are no relevant pending details, reporting them to Engineering and Housekeeping management. 

Room inspection of VIPs to verify the setup of amenities, welcome cards, and all the special touches have been arranged. 

Arrival greeting to designated VIPs during the Guest Experience Manager's absence. 

Escort to the cart and wish farewell to guests upon departure when designated.   

Assists VIP Guests with some Front Desk Duties—checks guests in and out during busy periods. 

When the room is not ready upon arrival: Arrange for luggage to be delivered to the guest room, offer different hotel facilities, and escort guests to the restaurant or waiting area. And follow up with the guest when the room is fully ready. 

Accommodating special requests whenever possible, assisting customers in all inquiries in connecting with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. 

What you bring 

Strong people interaction skills 

Warm welcoming to hotel guests 

Provides a genuine and constant level of exceptional services and understands the Golden Rule 

Work effectively in a variety of situations with different individuals and groups to provide the best quality service 

Consistently role models excellent guest service by being involved in the operation as needed and providing the same level of service to employees 

Efficient in complaint handling to reach satisfactory results, creative and practical to enhance service quality 

Always answers positively and smiles even under difficult, long, and busy periods. 

Fluent in English, with clear and polite conversation skills in English and Spanish. 

Sufficient experience in Rooms Division different departments. 

Advanced computer skills necessary including Opera systems, MS Office, Key, Book for Time, HotSos, and Teams. 

Strong guest service skills. 

Multi-tasking skills. 

  
What we offer: 

Competitive Salary, wages, and a comprehensive benefits package

Excellent Training and Development opportunities

Discounted Accommodation at other Four Seasons Hotels and Resort

Complimentary Dry Cleaning for Employee Uniforms

Complimentary Employee Meals

And much more!

Schedule & Hours:

This position is a full-time position. Candidates must be able to work mornings, evenings, nights, weekends, and holidays.

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