Guest Recognition Specialist

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 Recognition Specialist plays a pivotal role in delivering personalised and intuitive service by ensuring guest profiles, preferences, and recognition details are accurately maintained and actioned throughout the guest journey. This role is responsible for supporting the hotel's guest recognition strategy by preparing detailed arrival information, maintaining profile integrity, monitoring guest recognition performance, and collaborating with departments to create meaningful and memorable guest experiences. This role is part of the Commercial Team, reporting to the Reservations Manager.
 

What you will do:

• Review guest reservations and profiles daily to prepare for upcoming arrivals, ensuring guest preferences, notes, and recognition opportunities are accurately captured and communicated.
• Maintain the integrity of guest profiles by managing duplicate profiles, updating preferences, and ensuring adherence to Four Seasons profile standards.
• Coordinate guest profile updates through various guest feedback and operational systems, ensuring guest information remains current and actionable.
• Partner with Front Office, Reservations, Guest Relations, Food & Beverage, Spa, and other departments to support personalised guest experiences throughout the guest journey.
• Monitor and maintain profile data quality, including managing suspended profiles, profile clean-up activities, and compliance with brand standards.
• Prepare and distribute daily, weekly, and monthly reports relating to guest recognition performance, profile management, and operational KPIs.
• Identify guest preferences and develop departmental communications to ensure personalised service delivery for VIP, Special Attention, Incognito, and Public Relations guests.
• Support ongoing guest recognition initiatives by analysing trends, identifying opportunities for improvement, and promoting best practices across the hotel.
   

What you will bring:

• A passion for delivering exceptional and personalised guest experiences.
• Previous experience in Front Office, Reservations, Guest Relations, or a similar hospitality-related role.
• Strong attention to detail with a high level of accuracy in managing guest data and profiles.
• Excellent organisational and time management skills, with the ability to prioritise multiple tasks and deadlines.
• Strong analytical and problem-solving skills with the ability to identify trends and opportunities for process improvement.
• Excellent verbal and written communication skills, with the ability to collaborate effectively across multiple departments.
• Experience working with hotel property management systems, particularly OPERA, is highly advantageous.
• A strong understanding of guest recognition principles, profile management, and luxury hospitality standards.
• The ability to maintain confidentiality and handle sensitive guest information with discretion.
   

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.