Guest Experience Agent

At Four Seasons we consider life and work to be richer when we truly connect
with the people and the environment around us.
Our family members are masters at their crafts - a gardener can become an
artist, a manager a conductor, a chef an inventor. We look for employees who
share the Golden Rule: people who, by nature, believe in treating others as we
would have them treat us. We look for our people to characterize a shared
passion for excellence and to infuse that enthusiasm into everything they do.
About Four Seasons
Founded in ‎1960, Four Seasons continues to define the future of luxury
hospitality with extraordinary imagination, unwavering commitment to the
highest standards of quality, and the most genuine and customized service.
Currently operating ‎180 + Hotels and Private Residences in major city centers
and resort destination in ‎47 countries, and with many more projects in
development stage, Four Seasons consistently ranks among the world's best
hotels and most prestigious brands in reader polls, traveler reviews and
industry awards.
Main Duties/Description:
* Display, at all times, a friendly courteous and professional manner in all dealings with guests, patrons and other employees.
* Assist in escorting all guests to their rooms in accordance with their requests and the Four Seasons standards.
* Handle guest problems or complaints by understanding the problems with all aspects, following up the results and making sure to end the problems with ‎100% guest satisfaction.
* Keep all support departments informed of necessary information or requests.
* Recite hours of operations of all hotel facilities and special service codes.
* Understand the tasks performed by a telephone operator, a receptionist, a reservationist, a concierge and a housekeeper.
* Handle hotel emergency procedures and situations with maturity and professionalism.
* Perform tasks and projects as delegated by the Assistant Guest Experience Manager, Front Desk Manager, Assistant Front Office Manager or Front Office Manager.
* Prioritize and handle multiple tasks.
* Monitor processes and adjust schedule according to priorities; to understand the dynamics and be proactive in responding.
* Be attentive to guests needs and to find pride and purpose in providing exceptional service and product; to anticipate guests personal preferences and the ability to exceed expectations.
* Proactive in offering to work additional shifts or hours in light of organizational demands.
* Proactive in seeking to acquire knowledge to improve overall job effectiveness.
* Be a role model for group work; go out of the way to help others without being asked.
* Keep an organized and clean work space.
* Know and apply the Core and Department Service Standards.
* Recognize the need for assistance before a crisis occurs.
* Remain calm and attentive, and displays concern regardless of the circumstances.
* Ensure adherence to all credit procedures in the front desk.
* Know about services available in the hotel and the hours of operation (Restaurants, Spa, concierge, valet).
* Find solutions to challenges while remaining unflappable.
* Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of Front Desk and Concierge, Business Centre and Lobby coverage.
* Maintain complete knowledge of: All hotel restaurant food concepts, menu price range, dress code and ambiance
* All hotel Room and Suite types, numbers/names, layout appointments, amenities and locations.
* Daily house count and expected arrivals/departures.
* Scheduled daily group activities, names and locations of meeting/banquet rooms.
* Local events, attractions, holiday schedules
* Greet, welcome and anticipate every guest Ensure proper communication between the guest experience team, reception, concierge, bell services, housekeeping and engineering.
* Ensure every guest receives a fond farewell Access all functions of the computer in accordance with departmental specifications.
* Accommodate all guest requests expediently and courteously Follow up with designated hotel personnel to ensure completion of request Document guest call / requests for car retrievals and service assistance.
Preferred Qualifications and Skills :
* Previous customer experience and ability to work effectively under pressure
* Requires attention to detail and problem solving skills
* Reading, writing and oral proficiency in English & Arabic
The benefits offered by Four Seasons Hotel Kuwait include:
* Full board shared living accommodation in a high quality, well-resourced compound
* Complimentary nights at FS Hotels worldwide
* Regular social and sporting events
* Paid home leave tickets
* Quality employee meals
* Free transportation to and from work
* High speed Wi-Fi internet in accommodation and employee transportation buses
Work Authorization
Hotel will apply for the Kuwait work authorization for the successful
candidate.
We look forward to receive your application!