Guest Experience Agent

About the role

The Four Seasons Hotel Cairo At The First Residence is looking for a Guest Experience Agent. The role reports to the Guest Experience Manager and is highly visible, representing the hotel and managing the day-to-day activities of the Guest Relations Team. The candidate must be committed to ensuring the best guest service and creating a welcoming first impression and lasting farewell.

Key responsibilities

• Meet and greet arriving and departing guests and act as host/hostess, providing genuine hospitality and recognition.
• Coordinate with various departments so the hotel delivers the highest level of guest experience.
• Maintain professional relationships with co-workers, supervisors and all departments, including the front office team.
• Ensure local and corporate policies, work rules and benchmark standards are applied correctly.
• Use the Golden standard to recognize guests, gather feedback on their stay and solve problems proactively.
• Verify arrival and departure details, arrange luggage handling, transportation and other services requested by guests.
• Assist the Front Desk with check-in and checkout according to benchmark standards.
• Handle guest interactions in person and by phone, accommodate special requests, resolve complaints and answer inquiries about services, hours, staff, events and directions.
• Report glitches that occur during the shift to the Supervisor or Guest Relations Manager.
• Perform additional duties assigned by the Guest Relations Manager, Front Office Manager or Director of Rooms.

What we offer

• Competitive salary, wages and a comprehensive benefits package.
• Dental, medical, disability and life insurance, plus a retirement pension plan.
• Complimentary dry cleaning for employee uniforms, complimentary employee meals and annual employee party/social and sports events.
• Employee service awards and training and development opportunities.
• Complimentary stays at Four Seasons properties (subject to availability) with discounted meals.

Schedule: 44 working hours per week.