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Guest Experience Agent - job post

Four Seasons
4.1 out of 5 stars
199 George Street, Sydney NSW
Full-time
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Job details

Job type

  • Full-time

Shift and schedule

  • Weekend availability
  • Rotating roster
  • Shift work
  • Public holidays

Location

199 George Street, Sydney NSW

Full job description

Job ID: REQ10388600
Four Seasons Sydney
Location: Sydney, New South Wales, Australia
widget: Full time

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:

When you think about Four Seasons, we hope unparalleled luxury comes to mind. But what is luxury, really? Our answer may surprise you. To us, true luxury is a meaningful sense of belonging. It is a dedicated focus on how people want to be treated, grounded in the genuine care you experience during your stay and defined by an abundance of humanity and generosity. This starts with our passionate team, welcoming you to be the centre of our world, anywhere in the world – and always with a distinctly human touch. The views are just the beginning at Four Seasons Hotel Sydney, located at the epicentre of the historic Rocks district, sparkling Harbour and buzzing CBD. Chic rooms and suites embrace the iconic attractions just steps away, while the award-winning restaurant and street front bar are destinations unto themselves.

About the role:

The Guest Experience Agent is responsible for creating exceptional and memorable experiences for guests throughout their stay. Working closely with the Guest Experience Manager and operational teams, this role serves as a key ambassador of the hotel, ensuring every guest receives personalised service from arrival to departure. The Guest Experience Agent proactively engages with guests, anticipates their needs, and collaborates with departments across the hotel to deliver seamless and unforgettable experiences that align with Four Seasons service standards. This role is part of the Rooms Division Department, reporting to the Guest Experience Manager.


What you will do:

  • Welcome and engage with guests throughout the hotel, ensuring a warm, personalised, and memorable experience from arrival through departure.
  • Act as a Lobby Ambassador, proactively assisting guests with requests, recommendations, and enquiries to maximise guest satisfaction.
  • Collaborate with Front Desk, Concierge, Guest Services, Housekeeping, Food & Beverage, and other departments to ensure a seamless guest journey.
  • Identify opportunities to personalise guest interactions and create unique experiences that exceed guest expectations.
  • Resolve guest concerns and service challenges efficiently, ensuring positive outcomes and lasting impressions.
  • Build meaningful relationships with guests and recognise special occasions, preferences, and opportunities to enhance their stay.
  • Support the planning and execution of guest engagement initiatives, experiences, and special requests.

What you will bring:

  • A genuine passion for hospitality and creating exceptional guest experiences.
  • The ability to think creatively and proactively to enhance guest satisfaction and resolve challenges.
  • Strong problem-solving skills and the ability to remain calm and professional under pressure while managing multiple priorities.
  • Exceptional verbal and written communication skills, with strong knowledge of local attractions, dining venues, and events.
  • A warm, engaging, and guest-focused personality with a natural ability to build rapport.
  • Excellent organisational and time management skills.
  • Previous experience in guest services, hospitality, luxury hotels, customer service, or a similar guest-facing role is highly regarded.
  • Professional presentation and attention to detail at all times.
  • Flexibility to work a rotating roster including weekends, evenings, and public holidays.

What we offer:

  • Competitive wages and a comprehensive benefits package.
  • Excellent Training and Development opportunities.
  • Complimentary Accommodation at other Four Seasons Hotels and Resorts.
  • Complimentary Dry Cleaning for Employee Uniform.
  • Complimentary Employee Meals.

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