Guest Experience Agent

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:

Join us deep in the heart of the world’s most celebrated wildlife reserves, where the Big Five – the lion, the leopard, the buffalo, the elephant and the rhinoceros – run free on the endless, untamed landscape. Perched on a series of elevated platforms and walkways, our Lodge sits next to an animal watering hole, where you can watch a family of elephants stop for their morning drink. Nestled in the heart of Central Serengeti amid wide-open plains, our Lodge is just a 45-minute drive from the Seronera Airstrip, accessible by connecting flights from three main airports within Tanzania. This beautiful lodge opened under the Four Seasons Hotels and Resorts family in December 2012, and has 77 rooms including 12 suites and 5 villas, 3 stunning Food and Beverage venues, our unique Discovery Centre offering an interactive experience where you can learn about the wildlife, history and people of the Serengeti, Kijana Kids Club, a spa with 6 free-standing treatment pavilions offering bespoke rituals and treatments that celebrate Africa’s magic and mystique, fitness center and a dedicated team bringing your magical wildlife safaris experiences to life.

• Deliver warm, genuine, and personalized service that exceeds guest expectations.

• Create memorable guest experiences by anticipating needs and recognizing individual preferences.

• Ensure all guest interactions reflect Four Seasons standards and the Golden Rule.

• Welcome guests warmly and maintain a visible presence in guest areas when required.

• Conduct courtesy calls and guest follow-ups during the stay to ensure satisfaction and gather feedback.

• Identify opportunities to create thoughtful, personalized, and unscripted guest moments.

• Handle guest requests and concerns with professionalism, empathy, and urgency, escalating to the Guest Experience Supervisor when required.

• Remain calm and solution-focused when handling challenging situations.

• Guest Recognition & Personalization

• Review arriving guest profiles, reservations, and preferences in Opera, Golden, and KEY prior to arrival.

• Ensure guest profiles contain accurate information, preferences, contact details, and stay history.

• Support the preparation of VIP, Elite, returning guest, and special occasion arrivals.

• Assist in coordinating guest amenities, room setups, special touches, and personalized arrangements.

• Ensure guest preferences and special requests are communicated to the relevant departments.

• Support the creation of memorable experiences for repeat guests and returning Four Seasons guests.

• Assist with pre-arrival preparations and ensure all guest requirements are followed up before arrival.

• Ensure guest itineraries are accurately updated in KEY.

• Support the preparation of arrival information for VIP and special guests.

• Assist with Point of Contact assignments and follow up on guest requirements.

• Welcome arriving VIP guests and assist with room orientation, luggage coordination, and special arrangements.

• Support Front Office during VIP arrivals, departures, and periods of high occupancy.

• Work closely with Front Office, Housekeeping, Food & Beverage, Villa Butlers, Third party Operations, Reservations, Security, Engineering, and other departments to ensure seamless guest experiences.

• Communicate guest requests, preferences, and special arrangements promptly to the appropriate departments.

• Follow up on guest requests to ensure timely completion and guest satisfaction.

• Assist with transportation arrangements and guest activity coordination when required.

• Support villa and room readiness checks for VIP and special arrivals.

• Ensure all assigned guest experience tasks and departmental traces are completed accurately and on time.

• Assist in resolving guest concerns and service recovery opportunities.

• Record guest feedback and relevant information in Golden and other approved systems.

• Escalate guest issues to the Guest Experience Manager or management when necessary.

• Support the review of guest feedback, glitches, and opportunities for improvement.

• Participate in guest feedback initiatives and service improvement programs.

• Support the Guest Experience Manager in maintaining Four Seasons service standards.

• Work collaboratively with colleagues and assist other departments when operationally required.

• Share guest information with relevant teams to ensure consistent and personalized service.

• Maintain positive working relationships with all colleagues by practicing the Golden Rule.

• Participate actively in departmental meetings, briefings, and training sessions.

• Run the daily prearrival meeting in absence of the Guest Experience Manager.

• Administrative Responsibilities

• Maintain accurate guest information and records in Opera, Golden, KEY, and other hotel systems.

• Ensure all guest requests and arrangements are properly documented and followed through.

• Maintain an organized Guest Experience desk and working environment.

• Assist with reports, guest preference updates, and operational documentation as required.

• Knowledge, Skills & Competencies

• Passion for luxury hospitality and creating exceptional guest experiences.

• Strong interpersonal and communication skills.

• Ability to build genuine relationships with guests and colleagues.

• High emotional intelligence and cultural awareness.

• Strong attention to detail and ability to anticipate guest needs.

• Excellent organizational and follow-up skills.

• Ability to multitask and prioritize effectively in a fast-paced environment.

• Professional problem-solving skills and a positive attitude.

• Ability to work collaboratively across multiple departments.

• Knowledge of Opera, Golden, KEY, and hospitality systems is an advantage.

• Commitment to continuous improvement and service excellence.

• Reports To: Assistant Guest Experience Manager

  Works Closely With:
  Front Office, Reservations, Housekeeping, Food & Beverage, Villa Butlers, Third Parties Operations, Engineering, Security, Spa, and all operational departments.

  Performance Expectations

• The Guest Experience Agent consistently demonstrates:

• Genuine care and personalized attention toward every guest.

• Ownership of guest requests from beginning to completion.

• Accurate communication and follow-up with operational departments.

• Commitment to Four Seasons standards and the Golden Rule.

• A proactive approach to creating memorable guest experiences.

• Qualifications:

• Diploma or bachelor’s degree in hospitality management, Tourism, or a related field.

• Minimum 2–3 years of luxury hospitality experience, with at least 1 year in a supervisory or senior guest services role.

• Experience in a Forbes Five-Star or luxury resort environment is an advantage.