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Four Seasons Hotels and Resorts · 6 hours ago

Guest Experience Coordinator

Nashville, TN

Full-time

Onsite

New Grad, Entry Level

Four Seasons Hotels and Resorts is dedicated to delivering legendary service and creating memorable experiences for every guest. The Guest Experience Coordinator plays a critical role in hotel operations, serving as the primary point of contact for guest communications and supporting seamless service delivery across departments.

HospitalityHotelLeisureRental PropertyTravel

Responsibilities

Answer incoming guest calls promptly and professionally, using guest names whenever possible and following established transfer and hold procedures

Manage the Four Seasons chat and messaging platforms, responding to guest requests efficiently and coordinating with appropriate departments to ensure resolution

Deliver exceptional guest service by handling inquiries, requests, and concerns with professionalism, discretion, and attention to detail

Utilize hotel systems such as Messenger, HotSOS, email, and Microsoft Teams to document, communicate, and follow up on guest needs

Provide accurate information regarding hotel services, hours of operation, amenities, local attractions, and in-house events

Support the Guest Experience Management team with administrative and clerical tasks, including pre-arrival preparations, post-departure follow-ups, and special guest touches

Review and manage guest room assignments when required to support smooth arrivals and operational flow

Maintain strict confidentiality of guest information and adhere to all data protection and security standards

Execute wake-up call procedures accurately and deliver personalized service when required

Stay informed on daily arrivals, departures, in-house guests, group movements, and meeting room schedules

Collaborate with Concierge, Front Desk, Guest Services, and other operational teams to assist with guest requests

Take In-Room Dining orders as needed, demonstrating full knowledge of the menu, including ingredients, allergy considerations, and wine recommendations

Assist Front Desk Agents with processing guest letters and in-room communications, as needed

Qualification

Luxury hotel experienceGuest service skillsHotel systems proficiencyCommunication skillsAttention to detailMultitasking abilityDiscretionOrganizational skills