Front Desk Receptionist/Guest Experience Agent

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:

Lisbon’s most iconic address. Located in the heart of Lisbon, our historic Hotel wears the cultural heart and soul of Portugal on its sleeve. Inside, art-deco sensibilities mingle with an updated Louis XVI style, and a collection of important contemporary local artwork fills our halls. Outside, views of the city’s rolling hills and brightly tiled exteriors spread out before you. After spending the day exploring the city sights, many just steps from the Hotel, we invite you for a seasonally inspired, Michelin-starred gastronomic experience at CURA restaurant.

Specific Job Responsibilities - Front Desk Receptionist:

• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible

• Assists guests 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. Interactions with guest will be in person and by phone;

• Resolves guest complaints, and find opportunities to recognize and personalize the service

• experience for all guests

Specific Job responsibilities - Guest Experience:

• Conducts all prearrival outreach for incoming guests via email, chat and phone calls.

• Communicate with guests directly, travel agents or executive assistants of our guests.

• Actively books dining and activities for guests prior to arrival and performs many other concierge related duties.

• Acts as a VIP hotel contact to our VIPs in house in the absence of the Guest Experience Manager.

• Reviews all guest reservations and profiles daily to identify VIPS.

• Determines amenities for all VIP and special occasion guests and coordinates directly with the applicable departments.

• Coordinates unique and one of a kind experiences to differentiate from competitors.

• Lobby presence during high occupancy, and peak arrival and departures of guests, groups, and events.

• Can comfortably support the Front Desk team as a Guest Service Agent during peak arrival and departure times.

• Must display a high level of integrity and professionalism at all times in dealing with guests and employees.

• Perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly.

• Assists other departments as required in resolving problems.

• Performs other tasks or projects as assigned by hotel management and staff.

• Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests

What you bring:

• One + years experience working within a luxury hotel or similar environment is considered an asset

• Excellent interpersonal skills and communication skills

• Cross cultural sensitivity, and customer service orientation

• Previous customer experience and ability to work effectively under pressure

• Guest centricity and understanding the importance of guest’s preferences

• Attention to detail and problem solving skills

• Ability to multitask and prioritize daily workload

• History of working in a team environment and developing working relationships

• Proficient computer skills and knowledge in Microsoft Office products, Opera, Salesforce and other programs as needed

• The candidate must hold the required authorization to work in an European country

• Reading, writing and oral proficiency both in Portuguese and English.