Guest Recognition Specialist

About the job
Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing.

Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

We have an exciting opportunity for a Corporate Guest Recognition Specialist (Remote). The Guest Recognition Specialist is responsible for maintaining and managing accurate guest profiles to support the guest experience for Four Seasons Hotels and Resorts.

This is a remote, work-from-home position based in Ontario, Canada .

Key Activities

Ensure that all service levels are adhered to on a consistent basis
Monitor various queues to ensure adequate coverage
Communicate and support new policies and procedures for systems operation to hotels in region
Responding to hotel profile related tickets in adherence to the SLA timelines
Identify profile matches and process profile merges for individual guest profiles. Focus will remain on an enhanced level of guest knowledge for those guests travelling to multiple hotels within the region, while adhering to SLA requirement timelines.
Working with the Manager, Guest Information and Recognition, to highlight hotel performance on Guest Recognition metrics as it relates to hotel related training and support.
Acting as a communication champion for the supported hotels for all policy and systems-related Guest Recognition activities
Provide Golden and systems integration support to hotel Guest Recognition Specialists, Front Office and Reservations within the region.
Acting as a support specialist to Guest Recognition Specialists, Front Office and Reservations within the region
Identify issues and areas for improvement within the GRS and its systems (e.g. Golden) and escalate where appropriate
Act as a senior resource for hotel questions; document and escalate profile related issues as required

Position Schedule

Tuesday-Friday 10:30am-6pm and Saturday 9:30am-5pm.

Education and Experience

Minimum High School Diploma. Post-Secondary Diploma preferred
Hotel reservations and front office experience, experience as a Guest Recognition Specialist preferred
1-2 years experience utilizing guest reservations and operations software (PMS, ORS, Salesforce)

Technical Skills and Knowledge

Strong customer service skills representing the Four Seasons brand at all times
Familiarity with Microsoft Office Suite
Strong verbal and written communication skills

Key Behavioral and Functional Competencies

Flexible and punctual with scheduling
Maintains professionalism at all times and works well in a team environment
Ability to adapt and respond quickly to a demanding environment that is subject to constant change
Sound judgement skills
Self-starter, ability to manage competing priorities with minimal supervision
Proactive, takes initiative
Intuitive with all troubleshooting
Strong administrator with excellent planning and organizational skills

All applicants must hold eligibility to work in Canada.

Internal applicants must apply through Workday by July 28, 2023.

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.