Casual - Guest Services Agent

Job description

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: Set in a restored 18th-century manor in the English countryside, just 40 minutes away from London, Four Seasons Hotel Hampshire offers a humble, comfortable and welcoming home away from home. With 500 acres of bucolic landscape, our hotel grounds allow you to enjoy an unrivalled sense of escape with unlimited access to nature, wildlife and unique outdoor experiences. Whether you're visiting with your loved one, family or pets, our facilities welcome you with seasonal food and drink options, spa treatments, pop-ups and event spaces with sustainable innovations throughout. About the role We are seeking a highly motivated, professional and guest-focused Guest Service Agent to join our Front Office team at Four Seasons Hotel Hampshire. As a Guest Service Agent, you will be at the heart of the guest journey, delivering exceptional service from arrival through to departure. Acting as a key point of contact, you will provide a warm welcome, assist with guest requests, process check-ins and check-outs, and ensure every interaction exceeds expectations. You will work closely with Reception, Concierge, Guest Experience and operational departments to create memorable stays, build genuine guest relationships and uphold the legendary Four Seasons standard of service at all times. What you will do Deliver exceptional guest service throughout every stage of the guest experience. Welcome guests warmly and efficiently process arrivals and departures. Respond to guest enquiries, requests and concerns in a timely, professional and personable manner. Maintain accurate guest profiles, reservations and billing records. Provide information about hotel facilities, local attractions and services, tailoring recommendations to guest preferences. Work collaboratively with Concierge, Housekeeping, Food & Beverage and other departments to ensure seamless guest experiences. Anticipate guest needs and proactively seek opportunities to enhance their stay. Handle payment transactions, cash procedures and daily accounting tasks accurately. Answer telephone calls, emails and internal communications professionally and efficiently. Consistently demonstrate the Four Seasons Golden Rule and service culture in all guest and colleague interactions. What you will bring Previous experience in a guest service, reception, hospitality or customer-facing role. A genuine passion for hospitality and creating memorable guest experiences. Excellent communication and interpersonal skills with a confident and professional approach. Strong organisational skills and a keen eye for detail. The ability to multitask effectively in a fast-paced environment. A positive, solutions-focused attitude and strong problem-solving abilities. Confidence using computer systems, including hotel management software and Microsoft Office applications. The ability to work effectively both independently and as part of a team. Flexibility to work shifts, including evenings, weekends and public holidays. Additional language skills would be considered an advantage. What we offer Excellent training and career development opportunities. Free meals at Henry’s while on duty, including fruits, coffee/tea available throughout the day. Shuttle bus service from the hotel between Fleet & Church Crookham. Holiday entitlement increases with years of service up to 33 days off. Opportunities to build a successful career with global potential. Free uniform dry cleaning. Annual themed employee party and many social, charitable & sporting events throughout the year. Access to Wagestream – salary advance benefit. Employee recognition programmes.