Guest Experience Coordinator- Four Seasons Hotel Madrid

• Contact guests prior to their stay.

• Verify arrival times and transportation methods of guests.

• Gather information about guests’ itineraries during their stay.

• Monitor Executive Office arrivals in cooperation with management.

• Implement guest welcome procedures (welcome cards, amenities, welcome gifts, etc.).

• Contribute to the creation of personalized guest attentions (“Employee Stories”).

• Assist all other departments during peak activity periods.

• Manage email correspondence for Guest Experience (clients, intermediaries, and internal requests), Spain Journey and Elite Guest inbox. 

• Follow and execute all instructions regarding tasks, discipline, and working hours.

• Have comprehensive knowledge of all departments, including opening hours and pricing of all outlets and services offered to guests.

• Follow all instructions from Management regarding task execution, discipline, and working hours. Perform any other duties as assigned. 

• Provide operational support to the Guest Experience team during busy periods; presence in the lobby when necessary. 

• Train interns when necessary.  

• Assist all other departments during peak activity periods 

• Have in-depth knowledge of the company’s IT and telephone systems 

• Ensure the safety of property and people within the company, and act with authority, judgment, and efficiency in applying all emergency, safety, and evacuation procedures, in coordination with security and maintenance teams in the absence of management.

“The above list of duties is not exhaustive; your role will require constant adaptation to high-activity situations and specific guest relationship management.”