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:
Here at Palm Beach Island’s only Five-Star, Five-Diamond resort, the feel is timeless, charming, and intimately connected to our private beachfront just steps beyond our front door. Every detail and memorable experience tells the story of the warmth and spirit of our iconic island. Dining at Four Seasons Resort Palm Beach is an experience in and of itself, with inspiration drawing from a Michelin star collaboration and the local elements. The crowning jewel of the Resort is Florie’s, the only restaurant and bar in the United States in partnership with Mauro Colagreco, recently recognized as Best of the Best in The World's 50 Best Restaurant awards. Write the next chapter of your career in an authentic Palm Beach paradise.Four Seasons Resort Palm Beach is seeking a Guest Recognition Specialist/Group Rooms Coordinator to join our exciting Reservations team. Don't miss this unique opportunity to be part of our award winning team, while beginning your career with the world's leading luxury hotel company!
This hybrid role is part of the Shared-Services ResCom Department and is primarily responsible for the functions of Guest Recognition Specialists and Group Rooms Coordinator for Four Seasons Resort Palm Beach (PBF). Four Seasons Resort Palm Beach will be your home hotel, however, the ability to travel and work on-site at any of the South Florida properties as required with notice is essential. This role reports to the Director of ResCom (based in Palm Beach) with dotted lines to the Revenue Manager and Front Desk Manager at PBF.
What you will do
Guest Recognition Specialist (GRS):
Review all guest reservations and profiles daily to prepare for arrivals, using the pre-arrival screen in Opera and Golden. Arrival's preparation lead time is a minimum 2 days ahead of arrival date. Review includes:
Essentials and preferences which may have been updated by another hotel and need to be incorporated for this stay-
Pictures must be added to as many profiles as possible to push recognition.
Action preferences by creating departmental notes and traces to notify the department.
Action guest preferences for Incognito or PR profiles ensuring proper profile management of the of the corresponding PR/Incognito profile.
Merge duplicate profiles for arriving guests ensuring the Webmaster profile is maintained as the primary when applicable.
Check for Same-day arrivals throughout the shift using Golden Dashboard in Key to assist with identifying any arrival that was not captured,
Profile Updating
Co-ordinate the review of glitch and Medallia databases and ensure updates of guest profiles. (The responsibility of this process may vary from hotel to hotel, the GRS needs to ensure it is being done)
Liaise with Guest Relations manager to ensure a connection in made between the guest’s information and the guest’s experience at all stages of their stay (pre arrival, stayover, and post departure)
Liaise with F&B and Spa systems (i.e., Open Table, Book4Time) to ascertain preferences and populate where applicable.
Guest Profile/Preference Expert/Champion
The Guest Recognition Specialist is the guest profile and preference expert, fully trained and familiar with all aspects of profile management.
Thorough knowledge of Golden
Fully trained on all central training courses with a minimum passing grade of 80%
Ensures that all front desk agents and reservations are trained, understand processes, and follow profile integrity essentials in their daily jobs. - Specifically Golden.
Spot check/audit front desk to ensure proper adherence to profile standards.
Approve essentials pending Golden Review.
Send service now tickets to WRO Guest Recognition to merge profiles if duplicated found.
Communication and Training
As the expert for guest profiles and preferences, provide ongoing communication to key departments on audit results, upcoming programs/initiatives, and training.
Working in conjunction with the hotel Learning Manager, Director of Rooms, Front Office Manager, ensure that all new and existing employees are fully trained on their role in Golden.
Participate in daily pre-arrival meeting to ensure all next day reservations are cleaned properly.
KPI’s
Guest Recognition Scorecard
Monitor Key Reports in Golden to ensure Pre-arrival checks are completed daily.
Ensuring e-mail addresses and mobile phone numbers are being captured and updated by Reservations and Front Desk
Golden Global Lookup – follow up/re-train agents when their central look up scores appear to vary from standard expectations.
Liaise with the front office team and other departments to drill down on the brand vision question, “Felt recognized and customized during my stay” to identify processes for improvement.
Group Rooms Coordinator (GRC):
Process all group turnovers: making new group file, sending introduction letter to group contact, creating group rate code, verify cut-off date, send cut-off date reminders, and verifying room block and rate information from booking recap, hard block suites or special room requests and clean up old rate codes.
Maintain Group Reservations email in-boxes.
Communicate all group activity, pickup, attrition and contractual guidelines to Group Contacts, Conference Service Managers and Sales Managers.
Build Web-link Blocks and monitor availability and cut-off dates.
Review all Group Resumes and ensure they are actioned.
Input all group rooming list and monitor updates and changes, as necessary.
Run daily reports: Daily Transaction Report from Golden Sales and Catering, Booking Recaps, Group Cut-off Report, and Group No Shows; process rooming list within 48-hours of receipt and providing group contact and Conference Service Manager with room block report and rooming list with confirmation numbers.
Set up billing and routing as needed and provide accounting with group details and pertinent contact information including but not limited to; Group Contact, Address, Block Details, Pickup and/or Attrition.
Communicate in a timely manner all group activity to Director of Revenue Management to assist in making yield decisions; maintain Golden Sales and Catering system through weekly entry of group pickup for current month and next two months.
Ability to manage and control block inventory, cut-off dates and prepare weekly pick up reports.
Respond to client emails in a timely manner and manage correspondence.
Ensure rate information, advance deposit, and cancellation policy is accurately setup for quoting to guests as well as group confirmation letters; provide Conference Service Manager of any Special Attention, VIP information. i.e., arrival/departure manifest, billing, etc.
Comply with Four Seasons standards for sales and marketing, while working harmoniously and professionally with co-workers and planning committee.
In addition to your responsibilities as Group Rooms Coordinator/Guest Recognition Specialist you will also be expected to perform ResCom responsibilities.
What you bring
Must be fluent in reading, writing and spoken EnglishMust be able to analyze guest situations and make suggestions that meets and exceeds the guest’s expectations of the hotel.Ability to analyze, prioritizes, organize, multi-task and follow up with a strong sense of urgency.Excellent interpersonal, typing and communication skills, as well as a positive attitude.Strong working knowledge of computers including but not limited to Microsoft Office and Opera PMS.Skills and ability to learn and master multiple software systems.Luxury hotel Sales and/or Operations background preferred (minimum of 3 years) Proven sales conversion track record a plusSchedule
Must be able to work all shifts including AM, PM, weekends and holidayWhat to Expect
Competitive Salary & Wages
401(k) Retirement Plan
Excellent Training and Development opportunities
Complimentary Accommodation at other Four Seasons Hotels and Resorts
Complimentary Dry Cleaning for Employee Uniforms
Complimentary Employee Meals
… and so much more!