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.
About the location:
Modern luxury in the capital of cool. The energy and creativity of Colombia's capital city are best experienced with a stay at Four Seasons Hotel Bogot . In the buzzing Zona Rosa area, find yourself just steps away from the city s best shopping, nightlife and caf s, then come back to settle in at our intimate, modern Hotel, where contemporary elegance is found everywhere from the spacious suites to the perfectly poured Colombian espresso.
Responsibilities:
- Contact VIP guests before arrival, introduce yourself, establish close contact and invite communication via hotel chat.
- Collaborate with departmental managers to implement processes and ensure their execution by relevant employees.
- Establish contact with guests needing follow-up via Medallia, reviewing action plans with managers and supervisors.
- Follow up on guest glitches, creating action plans to correct and reduce occurrence.
- Directly engage with guests experiencing significant glitches during their stay.
- Measure and report results weekly to the Front Office Manager regarding team management, glitches, Medallia feedback, etc.
- Supervise and implement hotel guest experience initiatives and third-party services such as transportation and tourist services.
- Work with operations team to enrich profiles, preferences information, and the Elite Guests program.
- Create, accompany and train employees affecting guest arrival experience program alongside L&D Assistant Manager.
- Develop recognition plans aligned with corporate requirements and train Reception and Bell staff to meet global standards of intuitive and exceptional service.
- Collaborate with global Guest Experience Managers to share successes and failures and develop consistent products across the company.
- Serve as Lobby Ambassador responsible for overseeing assigned guest experiences.
- Seek opportunities to generate guest-centric experiences across all hotel points of sale.
- Act as liaison between sales/reservations managers and guests to ensure connection of information and guest experience at all stay stages.
- Train staff to achieve cultural standards and basic guest services team standards.
- Be the point person for service during special moments including festive seasons and Four Seasons Jet, coordinating with Sales Managers for leisure market.
Qualifications and Preferred Competencies:
- Higher education with an emphasis on hospitality.
- Minimum two years experience in the area.
- Fluent in reading, writing, and speaking English.
- Proficient with Opera and Windows systems.
- Dynamic, good interpersonal skills and excellent leadership capabilities.
- Extensive knowledge of the city.
What to Expect:
- Be part of a cohesive team with global career-building opportunities.
- Engage in diverse and challenging work.
- Develop pride in well-done work and be recognized for excellence.
