Guest Experience Agent

<p style="text-align:left"><b>About Four Seasons:</b></p><p style="text-align:left">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.<span><span><span><span><span><span><span><span class="WFY2">         </span></span></span></span></span></span></span> </span><br /><br />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.</p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>About the location:</b></p>On an exclusive island in the heart of the Kingdom’s capital, Four Seasons Hotel Bahrain Bay, with its unique architecture, has become an iconic landmark that soars as a destination in its own right, combining the best of a beach holiday and an urban getaway.<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p><b><span>About the role:</span></b><span> </span></p><div><div><p><span>The <b>Guest Experience Agent</b> is responsible for supporting the Guest Experience Manager in overseeing and enhancing the overall experience of guests, ensuring high level of satisfaction and loyalty.</span></p></div><div><p><span> </span></p></div><div><p><b><span>What you will do:</span></b><span> </span></p></div><div><ul><li><p>Support Guest Experience Manager in all related duties, as directed.</p></li><li><p>Conduct prearrival outreach for incoming guests via email, chat and phone calls.</p></li><li><p>Communicate with guests directly, travel agents or executive assistants of our guests.</p></li><li><p>Actively book dining and activities for guests prior to arrival and perform many other concierge related duties.</p></li><li><p>Act as a VIP hotel contact to our VIPs in house in the absence of the Guest Experience Manager.</p></li><li><p>Review all guest reservations and profiles daily to identify VIPS.</p></li><li><p>Determine amenities for all VIP and special occasion guests and coordinate directly with the applicable departments. </p></li><li><p>Coordinate unique and one-of-a-kind experiences to differentiate from competitors. </p></li><li><p>Lobby presence during high occupancy, and peak arrival and departures of guests, groups, and events.</p></li><li><p>Support the Front Desk team as a Guest Service Agent during peak arrival and departure times.</p></li><li><p>Display a high level of integrity and professionalism at all times in dealing with guests and employees.</p></li><li><p>Perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly.</p></li><li><p>Assist other departments as required in resolving problems. </p></li><li><p>Perform other tasks or projects as assigned by hotel management and staff.</p></li><li><p>Work closely with Bell Staff to ensure smooth handling of guest luggage, deliveries, and special requests.</p></li><li><p>Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.</p></li><li><p>Resolve guest complaints.</p></li><li><p>Assist guests in all inquiries in connection with hotel services, operational hours, key hotel personnel, in-house events, directions, etc.</p></li><li><p>Welcome and register hotel guests with an emphasis on fulfilling requests, following special handling instructions, and adhering to established credit policies and procedures.</p></li><li><p>Assist in escorting all guests to their rooms in accordance with their requests and the Four Seasons standards.</p></li><li><p>Respond to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices. </p></li><li><p>Keep all support departments informed of necessary information or requests.</p></li><li><p>Process messages and mails which may be either outgoing or incoming in an accurate and timely manner.</p></li><li><p>Work harmoniously and professionally with co-workers and supervisors.</p></li><li><p>Maintain a professional attire and appearance/grooming at all times, in line with the hotel’s grooming standards.</p></li></ul></div><div><p><span> </span></p></div><div><p><b><span>What you bring</span><span>:</span></b><span> </span></p></div><div><ul><li><div>Previous experience in a similar role.</div></li><li><div>Strong verbal and communication skills.<span> </span><b>Arabic is a must.</b></div></li><li><div>Ability to build rapport with guests and handle complaints gracefully.</div></li><li><div>Ability to resolve issues and find solutions to enhance guest satisfaction.</div></li><li><div>Attention to detail.</div></li><li><div>Cultural awareness.</div></li></ul></div></div><p>  </p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p></p><p></p>