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Guest Recognition Specialist

Guest Recognition Specialist

Four Seasons Hotels and ResortsCasablanca
3 days ago
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 :

Bathed in natural light, our seaside Hotel cascades down a hillside toward the Atlantic. Perched on a beach just 10 minutes from the heart of Morocco’s largest and liveliest city, the sweeping views you’ll find from your private balcony easily fulfill the romantic reputation that precedes Casablanca. With architectural marvels both historic and modern, a cutting-edge art scene and world-class restaurants, allow us to show off the best of our alluring port city, starting with a plate of fresh local seafood prepared à la minute at Bleu. Our Oceanfront sanctuary offering a resort-like atmosphere minutes from the city’s key business districts and cultural landmarks opened in November 2015, and has 186 rooms, 3 food and beverage outlets including a grill & seafood restaurant, a modern Moroccan lobby lounge serving exquisite tea times and a poolside restaurant famous for its Sundays barbecues, an outdoor pool with private poolside cabanas, fitness center, and a stunning spa offering bespoke treatments that pay tribute to ancestral beauty techniques and ancient Moroccan traditions at Le Spa.

About the role

Four Seasons Casablanca is looking for a Guest Recognition Specialist who shares a passion for excellence and who infuses enthusiasm into everything he / she does.

Work on a team built on mutual respect, collaboration, excellent service and passion. Four Seasons Hotel Provides employees with same level of care that we expect to be shared with our guests. required.

The Guest Recognition Specialist (GRS) is an integral role in our Guest Recognition effort and our ability to deliver exceptional levels of intuitive service with every guest, every stay at every property. This global focus positions Four Seasons as the brand that knows our guests best and is the leader for delivering exceptional guest experiences through personalized recognition that is meaningful, valued and consistent.

What you will do

The Guest Recognition Specialist is the guest profile and preference expert, fully trained and familiar with all aspects of profile management.

On a daily basis the CIS lead is responsible for ensuring that all departments have the information they need, preparing them for all arriving guests. Specific duties include, but are not limited to :

  • Review all guest reservations and profiles daily to prepare for arrivals, using the pre-arrival screen in Opera. Arrivals preparation lead time is a minimum 2 days ahead of arrival date. Review includes :
  • Global and local essentials which may have been updated by another hotel and need to be incorporated for this stay.
  • Action preferences traces to notify the department.
  • Action guest preferences for Incognito or PR profiles ensuring proper profile management of the corresponding PR / Incognito profile.
  • Merge duplicate profiles for arriving guests

Liaise with the Guest Experience team to ensure a connection in made between the guest’s information and the guest’s experience at all stages of their stay (pre arrival, stayover, and post departure)

Liaise with F&B and Spa systems

Co-ordinate the review of glitch and Qualtrics databases and ensure updates of guest profiles.

  • Conducts all prearrival outreach for incoming guests via email, chat and phone calls.
  • Ensure Elite Program is followed, and guests are flagged.
  • Ensure HRG Program is followed, and guests are flagged.
  • Ensure all guest reservations and requests are handled in an accurately and efficiently manner
  • Handle guest complaints keeping senior management well informed of any problems and action taken.
  • Attend and contribute to the AM and PM meetings and any other meetings required.
  • Assist reservation and sales departement when needed

    • What you bring

  • Must be well organized and used to working in a multi-tasking environment.
  • Pleasant personality.
  • Good command of English communication.
  • Ability to work effectively with the team

    • What we offer :

  • Competitive Salary, wages, and a comprehensive benefits package
  • Excellent Training and Development opportunities
  • Complimentary Accommodation at other Four Seasons Hotels and Resort
  • Complimentary Dry Cleaning for Employee Uniforms
  • Complimentary Employee Meals

    • Due to the local work permit policy in the country, we are looking only for candidates with a valid Moroccan Work Permit.

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    Specialist • Casablanca