VIP Guest 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:

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 130 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

VIP Guest Specialist

The Global Elite Specialist plays a critical administrative and operational support role within the Global Elite Guest team. This position provides administrative and coordination support to the the Manager, Global VIP Service and Director of Global VIP Guest & Service, contributing to the seamless delivery of service for a distinguished group of VIP guests.

The Specialist is responsible for ensuring operational excellence across guest data management, internal coordination, training support, and administrative functions, while also providing direct assistance with travel logistics, expense management, and service continuity.

Key Responsibilities:

Global Elite Guest Support

• Assist in managing travel arrangements and reservations for VIP guests by coordinating with global properties and internal teams.
• Support daily operations including arrivals reporting, guest touchpoints, special occasions, and service recovery follow-ups.
• Maintain discretion and confidentiality when handling sensitive guest and executive information.

Data Management & Documentation

• Maintain accurate and up-to-date guest profiles across systems, performing regular audits and ensuring data integrity.
• Manage corporate VIP guest preferences, reservations, and communication records.
• Support CRM updates, including tracking opportunities, tasks, and guest interactions.

Property Communication & Openings

• Support onboarding of new properties, including system setup and coordination of service readiness.
• Maintain updated global contact databases for properties and residences.
• Communicate service standards, policies, training material, and updates across properties to ensure alignment with VIP Guest expectations.

Support Tickets & Helpdesk

• Manage internal helpdesk requests and support tickets, acting as a liaison between corporate teams and properties.
• Partner with the Worldwide Reservations Office and hotel teams to resolve inquiries.
• Monitor and ensure adherence to service level agreements (SLAs).

 Administrative & Operational Support

• Support expense processing and reconciliation in Concur, specifically related to corporate travel and associated costs, ensuring accuracy, timeliness, and alignment with corporate policies.
• Provide administrative and coordination support to the Director of Global VIP Guest & Service, including preparation of materials as required.
• Assist in supporting departmental initiatives, reporting, and special projects led by leadership.
• Step in to provide operational coverage during the Manager’s absence, ensuring continuity of service and timely handling of guest needs.

What You Bring:

• 2+ years of experience in hospitality, executive support, or guest relations.
• Experience supporting senior leaders or high-profile clients is an asset.
• Familiarity with expense management tools (e.g., Concur) and administrative processes.
• Strong organizational and multitasking skills in a fast-paced environment.
• Excellent written and verbal communication skills in English.
• Proficiency in Microsoft Office (Outlook, Excel, PowerPoint, Teams); CRM experience preferred.
• High attention to detail with strong problem-solving capabilities.

Key Skills / Who You Are:

• Highly organized, detail-oriented, and proactive with strong follow-through.
• Trusted team player with a collaborative mindset and strong interpersonal skills.
• Professional, discreet, and capable of handling confidential information.
• Adaptable and resourceful, with the ability to prioritize competing demands.
• Service-driven mindset with a passion for delivering exceptional guest experiences.
• Able to remain composed under pressure and respond with urgency when needed.

Salary Range: $55,000 - $65,000 CAD

This role will be a Hybrid working model, which will require 1 day per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.