Global VIP Guest Advisor

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: Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 130 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. Global VIP Guest Advisor We have an exciting opportunity for a Global VIP Guest Advisor to join our Global VIP Guest Team. The Global VIP Guest Advisor plays an integral role in the Four Seasons experience of our most valued guests. The role will support and work closely with the Supervisor of Global VIP Guest Team to: Act as the guest’s central point of contact for anything Four Seasons. Liaise with global teams, to seamlessly deliver guest requests with the highest level of detail and recognition. Build personal relationships with a special group of top guests. Schedule: Monday to Friday 9AM - 5PM. This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office, London located at Eagle House, 108-110 Jermyn Street, SW1Y 6EE, London, United Kingdom #LI-Hybrid Key Activities: Facilitate Global VIP Travel The Global VIP Guest Advisor will present availability, make reservations and oversee all details of the stay journey. The role will communicate with the guest and our global property teams, pre, during, and post-stay, operating with warmth and accuracy. Develop internal relationships with property teams Demonstrate a thorough knowledge of our global portfolio Efficiently communicate in an elevated, professional manner Collaborate with property teams to share guest’s relationship with the brand, delivering top-tier hospitality Make relevant recommendations and actively seek opportunities to upsell and cross sell additional properties Foster relationships with travel agents and personal assistants who book on behalf of guests Work alongside senior management on escalations Monitoring post stay feedback Maximize gifting moments Guest Relationship Building As part of this special group of highly valued VIP guests, every touch point is an opportunity to develop relationships, build trust and further loyalty with Four Seasons. Work collaboratively with the team, maximizing relationship building through ongoing interactions which are friendly, courteous and professional, always putting the guest first. As a guest advocate, know them at a personal level, delivering a level of intuitive service that is truly unique. Connect regularly, demonstrating care and respect that is perceived as genuine and from the heart. Educational Qualification and Experience: Minimum Post-Secondary Diploma with 3 to 5 years in a direct customer service position is required. Previous experience in luxury hospitality with a focus on fostering relationships and direct sales. Skills, Knowledge and Other Competencies: Strong customer service skills, with experience representing a luxury brand Ability to communicate effectively at all levels, think critically and problem solve Reliable and flexible with a sense of urgency Strong knowledge of geography and interest in travel Proven sales skills and ability to overcome objections Superior written and verbal communication skills Works well in a team environment Ability to adapt and respond quickly to a demanding environment that is subject to constant change Sound judgement and empowerment skills Work ethic that recognizes the importance of meeting deadlines Self-starter with excellent time management skills Intermediate to advanced level with Microsoft Office tools such as Teams, Outlook, Word, Excel and PowerPoint Fluency in secondary language would be beneficial