Guest Experience Coordinator

• Coordinate correspondence with guests pre-and post-stay. Coordinate pre‑arrival outreach for VIPs and special segments (e.g., couples floor), confirming preferences, arrival times, and special occasions
• update profiles in Opera PMS
• Prepare and deliver personalized amenities as needed
• conduct/assist with pre‑arrival room inspections to ensure standards and personalization are met
• Support curbside check‑in logistics by liaising with Front Drive, Valet, Bell/Door, and Front Office to execute seamless arrivals
• Monitor and action guest feedback
• log “glitches,” assist with recovery, and follow through on resolutions and post‑stay communications
• Run or contribute to daily VIP briefings across shifts
• ensure departmental handoffs are accurate and timely
• Coordinate Experience Assistant assignments and tasks
• ensure cross‑departmental execution of itineraries and in‑stay experiences
• Track key guest experience metrics
• assist with weekly reporting, trend analysis, and follow‑up actions to improve satisfaction
• Maintain lobby presence during peak periods
• greet and engage guests, anticipate needs, and resolve issues promptly
• Assist with group coordination (luggage handling schedules, amenity deliveries, meeting requests) as directed by Front Office leadership
• Proactively seek new and innovative ways to enhance the guest experience and provide anticipatory service
• Support internal quality assurance initiatives and standards testing
• perform spot checks and communicate opportunities to elevate service

• At least 1 year of hospitality experience, preferably in a guest-facing role in a luxury hotel or resort
• Excellent personal presentation and interpersonal skills
• Strong time management skills: ability to multi-task, set priorities, and adjust to changing conditions. Willing to work in a fast-paced environment
• Ability to operate all computer equipment necessary to perform the job
• knowledge of Microsoft Office Suite and Opera preferred/is a plus
• Excellent communication and interpersonal skills
• ability to work closely with other departments and communicate clearly and effectively with colleagues and guests
• US work authorization is required

knowledge of Microsoft Office Suite and Opera preferred/is a plus

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Accommodation at other Four Seasons Hotels and Resort
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals