Homeoffice Residential Guest Relations Specialist with verification
Four Seasons Hotels and Resorts · Toronto, ON, · Remote
Details zum Jobangebot
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 120 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.
Residential Guest Relations Specialist (Remote)
We have an exciting opportunity for a Guest Relations Residential Specialist to join our Corporate – Commercial – Elite WRO & Residential department.
The Residential Guest Relations Specialist plays an integral role in elevating the Four Seasons’ experience for our Residential Homeowners as they live and travel the brand.
This role will be responsible for administrative tasks such as actioning enrollments and removals in salesforce, updating marketing subscriptions, and supporting the residential field with any inquiries. They will be responsible for creating spreadsheets and utilizing various tools to track and measure revenue and engagement volume. A secondary aspect of this role will be connecting and building relationships with our Residential homeowners and utilizing various tools & platforms to provide proposals and to confirm reservations for their Four Seasons travels.
This role is remote based Ontario, Canada from Monday to Friday, but must be able to work some weekends and holidays when required, reporting to the Residential Elite Supervisor. This role involves interactions with primarily internal stakeholders at various levels. The incumbent will be required to work out of Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario on occasion, as requested.
What You’ll Be Doing
Profile Management and Support for all Private Residents
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 120 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.
Residential Guest Relations Specialist (Remote)
We have an exciting opportunity for a Guest Relations Residential Specialist to join our Corporate – Commercial – Elite WRO & Residential department.
The Residential Guest Relations Specialist plays an integral role in elevating the Four Seasons’ experience for our Residential Homeowners as they live and travel the brand.
This role will be responsible for administrative tasks such as actioning enrollments and removals in salesforce, updating marketing subscriptions, and supporting the residential field with any inquiries. They will be responsible for creating spreadsheets and utilizing various tools to track and measure revenue and engagement volume. A secondary aspect of this role will be connecting and building relationships with our Residential homeowners and utilizing various tools & platforms to provide proposals and to confirm reservations for their Four Seasons travels.
This role is remote based Ontario, Canada from Monday to Friday, but must be able to work some weekends and holidays when required, reporting to the Residential Elite Supervisor. This role involves interactions with primarily internal stakeholders at various levels. The incumbent will be required to work out of Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario on occasion, as requested.
What You’ll Be Doing
Profile Management and Support for all Private Residents
- Review and audit all aspects of Residential profiles, ensuring accurate data and providing relevant property support.
- Review homeowner profiles to ensure Residential profile enrichment is being carried out by the local Residential teams.
- Review profiles of travelling homeowners pre and post stay to ensure profile enrichment is being carried out by the hotels - reason for stay, profile photos, contact information, connections, and preferences.
- Conduct periodic audits and updates on Residential Profile initiatives, including regular audits to ensure the correct homeowners are enrolled and removed.
- Support global Residential teams and Residential Supervisor by auditing/updates upon request.
- Provide Residential Supervisor with reports on KPIs, tracking and audit results.
- Brainstorm and contribute ideas on how to streamline current processes, assisting to create more efficient experiences.
- Connect with new and existing homeowners to establish a relationship and encourage them to travel the brand.
- Support the Residential Supervisor and our global properties by performing all functions for new homeowners.
- Act as the homeowner’s central point of contact for ‘anything’ Four Seasons.
- Liaise with hotel teams and departments globally, to seamlessly deliver all guest requests with the highest level of detail and recognition. This includes flagging guest arrivals and sharing pertinent information as needed.
- Build relationships intuitively with this special group to establish trust, proactively engage with them to build loyalty and facilitate surprise and delight moments to ensure exceptional personalized experiences.
- Utilize ORS to obtain rates and availability and to finalize travel bookings for homeowners, ensuring a high degree of accuracy when making reservations.
- Use a consultative sales approach to identify guests’ needs and make relevant recommendations while seeking opportunities to upsell and cross-sell additional services that add value to the guest experience.
- Ensure Residential homeowners and beneficiaries are accurately enrolled and receive the benefits of the service when traveling to other properties.
- Perform feedback debrief from homeowner and property after travel to identify opportunities, profile updates or any other areas for action.
- Regularly monitor for glitches and feedback.
- Hospitality Diploma / Degree or equivalent experience
- Minimum 3 years in a direct customer service position with a focus on fostering relationships and direct sales.
- Experience in a Residential capacity is an asset.
- Proficient with Microsoft Office – Word, Excel & PowerPoint
- Strong customer service skills representing the Four Season’s brand at all times.
- Flexible and punctual with scheduling
- Maintains professionalism at all times and works well in a team environment.
- Ability to adapt and respond quickly to a demanding environment that is subject to constant change.
- Demonstrate effective communication skills.
- Proven consultative sales skills.
- Strong conflict resolution skills
- Superior written and verbal communication skills
- Efficient typing skills
- Highly organized, detail oriented and process driven.
- Self-starter, patient, ability to manage competing priorities with minimal supervision.
- Relationship driven, ability to create trust and establish positive relationships with the different stakeholders (Residential teams on property, Homeowners, Corporate teams)
- Intuitive, able to effectively troubleshoot.
- Proactive, and takes initiative.
- Creative thinker, initiating new ideas and processes.
