Guest Experience Assistant Manager at Four Seasons Hotels and Resorts

Guest Experience Assistant Manager at Four Seasons Hotels and Resorts

Four Seasons Hotels and Resorts

Arusha, Tanzania

About the job

• Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
• Complies with Four Seasons’ Work Rules and Standards of Conduct as set forth in Embact. Works harmoniously and professionally with co-workers and supervisors.
• Works closely with Front Desk, Reservations, Bell Staff to assure smooth handling of guest arrivals and departures. Works closely with the Food & Beverage team to coordinate any reservations/requests for hotel managed restaurants, bars and lounges as well as event space.
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Business center, Lobby coverage & Reception.
• The ability to perform all reasonable services a guest may require, ensure the proper handling of guest message anticipate guest requests and requirements in order to satisfy them efficiently and promptly.
• Coordinate with groups coordinator in case of group event, VIPs, return guests, etc. Establishes rapport with frequent visitors; keeps hotel operating departments well-informed about guests’ preferences.
• Implements and maintain guest experience program and presence in lobby & outlets to connect with guests in meaningful ways
• Ensures all guests are escorted to the room on arrival, ensure correct orientation is given to guests
• Ensures all guest itineraries are prepared as per guest requests and presented to guest when ever required
• Ensures all birthdays, anniversary and any special occasions are well acknowledged and coordinate amenities arrangements
• Handles Chat function of Four Seasons when ever required /Assigned.
  Ensures all picnic requests are collected from guests with all restrictions and preferences are well acknowledged, and sent to In Room Dining every evening.
• Ensures all internal and external calls are attended to with in three rings
• In order to maintain our Four Seasons legendary service, when required, you will be expected to support your colleagues in the other operational areas
• Ensure you are fully familiar with the new Four Seasons Health & Safety program Lead with Care and attend all the mandatory training

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