Guest Relations 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: Award-winning hospitality and modern design surrounded by ancient wonders. Set atop the tallest of Amman’s seven hills, within the leafy streets of the prestigious Abdoun residential area, our newly renovated hotel is a beacon of elegance in the centre of the city – and the first and only hotel in Jordan to receive the prestigious Forbes Five-Star rating. We invite you stay with us as you explore the historic sites of Petra and Wadi Rum or the storied waters of the Dead Sea, all within easy reach. About the Role Our Guest Relations Agent is responsible for delivering exceptional and personalized guest experiences throughout the guest journey. You will welcome guests, anticipate their needs, recognize guest preferences, and respond to guest concerns professionally. Working closely with all hotel departments, you will ensure seamless service delivery while fostering guest loyalty by consistently exceeding expectations and maintaining Four Seasons standards. What you will do: Welcome guests warmly and provide a personalized experience throughout their arrival, stay, and departure. Build meaningful relationships with guests by anticipating their needs and recognizing individual preferences. Identify VIPs, returning guests, and special occasions, ensuring appropriate amenities and arrangements are coordinated. Respond promptly to guest requests, inquiries, and concerns, ensuring timely follow-up and resolution. Handle guest complaints professionally and efficiently, escalating issues when necessary while maintaining a luxury guest experience. Maintain accurate guest profiles by updating preferences, requests, and special notes in the property management system. Coordinate with Front Office, Housekeeping, Food & Beverage, Concierge, Engineering, Spa, and other departments to ensure seamless service delivery. Conduct guest follow-ups and courtesy calls to measure satisfaction and proactively address any concerns. Arrange special amenities, celebrations, transportation, restaurant reservations, and other guest requests. Monitor arrivals, departures, and in-house guest activity to identify opportunities for personalized service. Promote hotel facilities, restaurants, spa services, and local experiences to enhance the guest stay. Prepare and maintain guest-related records, reports, and handover notes to ensure effective communication between shifts. Maintain a visible presence in guest areas, proactively engaging with guests to identify opportunities for service enhancement. Gather and document guest feedback, sharing insights with management to support continuous improvement. Maintain comprehensive knowledge of hotel services, facilities, promotions, and local attractions to provide personalized recommendations. Support guest recognition and loyalty initiatives in accordance with brand standards and guest preferences. Ensure compliance with hotel policies, service standards, guest confidentiality, and all health, safety, and security procedures. Maintain a professional appearance and represent Four Seasons with courtesy, discretion, and integrity in all guest interactions. Work collaboratively with colleagues across all departments to achieve departmental and hotel objectives. Participate in departmental meetings, training sessions, and continuous learning initiatives. Perform other duties as assigned by management. Ensure compliance with Four Seasons' Category One and Category Two Work Rules and Standards of Conduct (EmPact). What you bring: A diploma or bachelor’s degree in Hospitality Management, Hotel Administration, Tourism, or a related field is preferred; equivalent hospitality experience will also be considered. A minimum of one year of experience in guest relations, front office, concierge, or another guest-facing role is preferred. Experience within a luxury hotel is an advantage, but candidates with relevant customer service experience are welcome to apply. Excellent guest service and interpersonal skills. Strong verbal and written communication skills in English; Arabic or additional languages are an advantage. Strong problem-solving and conflict-resolution abilities. Excellent organizational and time-management skills. Ability to remain calm and professional under pressure. Strong attention to detail and a proactive approach to creating exceptional guest experiences. Ability to work collaboratively with cross-functional teams. Flexibility to work rotating shifts, weekends, and public holidays. What we offer: Competitive salary and comprehensive benefits package. Excellent training and development opportunities. Employee discounts and complimentary stays at Four Seasons Hotels and Resorts worldwide. Recognition programs and employee wellness initiatives. Schedule & hours: Full-time job. Shifts may include early mornings, evenings, weekends, and holidays depending on operational requirements.