Guest Experience Agent

About Four Seasons

Four Seasons thrives on the dedication and passion of its team members, a diverse group who continuously strive for excellence and treat each other with genuine respect. Globally, our professionals create remarkable experiences distinguished by luxury and heartfelt service. We believe that delivering extraordinary guest experiences begins with providing our employees a first-class workplace environment and culture.

Our philosophy revolves around recognizing familiar faces, embracing newcomers warmly, and treating all individuals as we wish to be treated ourselves. Whether partnering, residing, visiting, or exploring with us, we are committed to crafting memories that last a lifetime, grounded in the deep connections we foster with people and places around us.

About the Location

Situated in the midst of the world-renowned Serengeti, where the Big Five roaming freely on untamed savannahs is a daily reality, our Lodge offers a unique wildlife experience. Elevated platforms and walkways overlook an animal watering hole, frequented by elephants each morning. This tranquil retreat, established under the Four Seasons Hotels and Resorts umbrella in December 2012, features 77 guest rooms including 12 suites and 5 villas, alongside three elegant food and beverage venues, an interactive Discovery Centre, children’s Kijana Kids Club, a spa with six bespoke treatment pavilions, a fitness center, and expertly guided safari experiences.

Key Responsibilities

• Provide heartfelt, attentive, and individualized service that surpasses guest expectations.
• Anticipate guest needs and preferences to craft unforgettable experiences.
• Ensure every interaction adheres to Four Seasons' hallmark standards and the Golden Rule.
• Warmly welcome guests and maintain visible presence in guest areas as needed.
• Conduct regular guest check-ins and follow up to gauge satisfaction and receive feedback.
• Create spontaneous, thoughtful moments tailored to guests.
• Address guest concerns promptly and empathetically, involving Supervisors when necessary.
• Maintain composure and focus on solutions in challenging situations.
• Thoroughly review guest profiles and preferences using Opera, Golden, and KEY systems pre-arrival.
• Prepare for VIPs, returning guests, and special occasions ensuring personalized touches and amenities.
• Coordinate information flow among departments to deliver seamless, tailored service experiences.
• Assist with transportation and activity coordination as needed.
• Complete administrative duties such as maintaining accurate guest records and managing operational documentation.
• Lead prearrival meetings in the absence of the Guest Experience Manager.

Knowledge, Skills & Competencies

• A strong passion for luxury service and commitment to exceptional guest experiences.
• Excellent interpersonal and communication skills fostering genuine relationships with guests and colleagues.
• High emotional intelligence paired with cultural sensitivity.
• Meticulous attention to detail and proactive anticipation of guest needs.
• Effective multitasking and prioritization in dynamic environments.
• Professional problem-solving abilities and optimistic attitude.
• Collaborative approach working across multiple departments.
• Familiarity with Opera, Golden, KEY or similar hospitality systems preferred.
• Dedication to continual personal and service excellence improvement.

Qualifications & Experience

• Diploma or bachelor's degree in Hospitality Management, Tourism, or related field.
• At least 2 to 3 years' experience in luxury hospitality including minimum 1 year in a supervisory or senior guest services role.
• Exposure to Forbes Five-Star or upscale resort environments considered an asset.

Work Environment & Collaboration

The role reports to the Assistant Guest Experience Manager and maintains close cooperation with Front Office, Reservations, Housekeeping, Food & Beverage, Villa Butlers, Third-party Operations, Engineering, Security, Spa, and other operational units. The position embodies ownership of guest requests from inception to resolution, accurate interdepartmental communication, uphold the Four Seasons service standards, and foster respectful colleague relationships.