Guest Recognition Specialist/Group Rooms Coordinator

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:

What You Will Do: 

As a Guest Recognition Specialist, you will play an important role in creating personalized and memorable guest experiences by ensuring guest profiles, preferences, and arrival information are accurate and thoughtfully maintained. 

Key responsibilities include: 

•  Review upcoming guest reservations and profiles daily using Opera and Golden, with pre-arrival preparation beginning at least two days prior to arrival. 

• Review and update guest essentials and preferences to ensure relevant information is incorporated into each stay. 

• Update guest profiles with photos when available to support guest recognition. 

• Create departmental notes and traces to communicate and action guest preferences. 

• Manage preferences and profiles for Incognito and PR guests with the appropriate level of attention and confidentiality. 

• Identify and merge duplicate guest profiles while maintaining the appropriate primary profile. 

• Monitor same-day arrivals throughout the shift to identify reservations requiring additional preparation. 

• Coordinate the review of guest feedback and service recovery databases, including Glitch and Medallia, to ensure relevant profile information is updated. 

• Partner with Guest Relations, Food & Beverage, Spa, and other teams to capture and maintain guest preferences across the entire guest journey. 

• Serve as a subject-matter expert for Golden and guest profile management. 

• Support ongoing training for Front Desk and Reservations employees on Golden, profile integrity, and guest recognition standards. 

• Conduct periodic audits to ensure guest profile standards are consistently followed. 

• Participate in daily pre-arrival meetings and monitor key Guest Recognition KPIs and reports. 

• Partner with operational teams to identify opportunities to enhance guest recognition and personalization. 

As a Group Rooms Coordinator, you will support the successful management of group reservations from initial turnover through arrival. 

Key responsibilities include: 

• Process group turnovers, including creating group files, sending introduction letters, setting up rate codes, verifying cut-off dates, and reviewing room block and rate information. 

• Maintain Group Reservations email inboxes and respond to client correspondence in a timely and professional manner. 

• Communicate group activity, pickup, attrition, and contractual guidelines with Group Contacts, Conference Services Managers, and Sales Managers. 

• Build web-link blocks and monitor availability and cut-off dates. 

• Review Group Resumes and ensure all required actions are completed. 

• Enter and maintain group rooming lists, updates, and changes. 

• Run and review daily group reports, including transaction reports, booking recaps, cut-off reports, and group no-show reports. 

• Process rooming lists within established timelines and provide confirmation details and room block reports to appropriate contacts. 

• Coordinate group billing and routing information and provide Accounting with pertinent group details. 

• Communicate group activity to Revenue Management to support yield and inventory decisions. 

• Monitor block inventory and cut-off dates and prepare weekly pickup reports. 

• Ensure group rates, deposits, cancellation policies, and confirmation information are accurately established. 

• Communicate VIP, Special Attention, arrival/departure, and billing information to the appropriate operational teams. 

• Maintain established Four Seasons Sales & Marketing standards while working collaboratively and professionally with colleagues and the Planning Committee. 

In addition to these primary responsibilities, the Guest Recognition Specialist / Group Rooms Coordinator will be expected to support general Reservations responsibilities as needed. 

What You Bring: 

• We are looking for someone who is highly organized, detail-oriented, guest-focused, and comfortable balancing multiple priorities in a fast-paced luxury hospitality environment. 

• Fluency in written and spoken English. 

• Ability to assess guest needs and recommend solutions that meet or exceed expectations. 

• Strong analytical, organizational, prioritization, and follow-up skills. 

• Ability to multitask while maintaining a strong sense of urgency and attention to detail. 

• Excellent interpersonal, typing, and communication skills with a positive and professional approach. 

• Strong computer proficiency, including Microsoft Office and Opera PMS. 

• Ability to quickly learn and confidently navigate multiple software systems. 

• Luxury hotel Sales and/or Operations experience preferred, ideally with a minimum of three years of relevant experience. 

• Previous experience demonstrating strong sales conversion is a plus. 

• Schedule 

• Must be flexible to work a variety of shifts, including AM, PM, weekends, and holidays, based on business and operational needs. 

What Makes This Role Special: 

This is a unique opportunity for someone who enjoys both the personalized side of the guest experience and the detail-driven world of reservations and group coordination. The role offers exposure to multiple areas of hotel operations while serving as an important connection between Reservations, Front Office, Revenue Management, Sales, Conference Services, and other operational teams. 

What we offer: 

• Competitive Salary & Wages 

• 401(k) Retirement Plan 

• Excellent training and development opportunities 

• Complimentary accommodations at other Four Seasons Hotels and Resorts 

• Complimentary dry cleaning for employee uniforms 

• Complimentary employee meals 

Schedule & Hours: 

• Full-time schedule, including mornings, evenings, weekends, and holidays 

Work Authorization: 

• Candidates must have valid authorization to work in the United States at the time of application.