Guest Experience Specialist

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:
In the heart of Worli - the business hub of India's largest city and close to the entertainment and commercial district of Lower Parel, Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand's first hotel in India, Four Seasons Hotel Mumbai echoes 'Powerhouse Luxury' in the city that never sleeps. Known for unparalleled food & beverage options such as those at AER Mumbai, an award-winning rooftop bar, as well as San:Qi, a city-favourite pan-Asian restaurant with wine bar, private dining rooms, four open-style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.

Basic Function

• Reporting to the Guest Experience Manager, this vital role forms part of the Front Office team and respond to a wide variety of guest requests by accurately assessing the guest needs, requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons' policies. Seek out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.

Role and Responsibilities

• Trains and schedules the Guest Experience Staff. Supervises day-to-day performance of the staff. Coaches staff to achieve Core and Service Culture standards. Disciplines staff as needed.
• Works with Departmental Managers and Learning & Quality Assurance Manager to put processes in place to ensure that these opportunities are executed by all employees. Develop new/innovative ways to provide anticipatory (intuitive) service.
• Set up processes to gain valuable insight Pre (Pre Arrival Meetings), Post (Departure Email/Mesg) and during guest stay to create lasting experiences.
• Identify all experience assistance required guests (Ex -Glitch Guests) and offer recovery. Coordinate among all departments for seamless execution of service to ensure complete turnaround of glitch guests.
• Measures results (challenges, successes, etc.) and communicates on a weekly basis to the GE team and in other meetings (Medallia) as required. Consistently driving the team to achieve high guest experience scores on Medallia, Trip Advisor etc.
• Oversee and implement Hotel Guest Experience initiatives and ideas shared at Global Level. Work with Guest Experience Manager to learn from other's successes and opportunities and develop a consistent product worldwide.
• 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.
• 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' Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact while working harmoniously and professionally with co-workers and supervisors
• Utilizes a variety of software programs (Keys & Shopping Cart) to accurately input special arrangements the guest has made and to assure proper billing while ensuring concierge database is updated regularly and "insightful" information is keyed in accurately and in a timely manner.
• Review transportation requirements on a daily basis and ensure cars and drivers are scheduled accordingly and planned efficiently, ensuring smooth check-in and check-out of all guests
• Ensure assistance is provided to the Guest Experience Manager/ Front Office Manager in forecasting and budgeting of revenues and expenses for all areas under control.
• Reviewing daily arrivals (including VIPs, special guest requests, group needs) and assigning rooms
• Coordinating with respective departments especially Housekeeping/F&B to ensure all guest requests are met.
• Personally managing and making personal contact with all VIP, suite guests and frequent return guests
• Ensuring all front of house departments are complying with Four Seasons Core / Culture Standards and develop periodic training programs for various jobs under areas of responsibility.
• Be able to handle guest complaints, resolve them, work closely with Hotel Assistant Managers and raise glitch records. Handling all guest complaints and keeping management informed when necessary while ensuring all glitches are reported in a timely manner and addressed accordingly.
• All VIP and Suite room guest's amenities, special requests and welcome cards are in order prior to arrival and must be checked. IRC for all Limo check ins.
• Assistant Managers and Guest Experience staff to be actively present and hands-on in the day to day operations of the hotel by making their presence felt in the lobby
• The DOR/ADOR/FOM/GEM must be kept informed of all activities of Front Office departments (Guest Services, Front Desk, Concierge and Transportation). All activities must be communicated/reported and solution/alternative on any problems, guest requests, special requirements are to be shared and followed upon.
• Work closely with the Assistant Managers on room availability and maximize Rooms Upsell Revenue.
• Yearly performance reviews to be conducted for reporting employees as scheduled and perform any other tasks and duties as directed by the management of the hotel.
• To ensure that the guest experience team are highly motivated and outings are organized once every quarter for them to experience restaurants, places of interest, tours etc.
• Actively monitors chat (Messenger), Keys and other mobile applications to ensure timely action.
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Bell Desk, Front Desk, Lobby Coverage and drive way management.
• Be able to provide basic trouble-shooting support for in-room services such as Internet, TV, Movies, Board Games, Web service and equipment rental.
• Assist with all Front Office related activities as and when required.

Knowledge and Skills

Education:
College degree

Experience:
5 years of hotel experience in Front Office in a supervisory role.

Skills
Skills and Abilities:

• Reading, writing and oral proficiency in the English language
• Strong supervisory and managerial skills.
• Excellent knowledge about Mumbai city and India
• Highly hospitable, outgoing personality

No. of employees supervised:
3-5 directly indirectly

Hours required:
Ten hour shift; scheduled days and times may vary based on need.