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:

An art nouveau masterpiece on the Danube. Located in the heart of Budapest, our art nouveau palace Hotel embodies the spirit of Budapest’s Golden Era glam. From the moment you enter, savour the iconic wrought-iron peacock gates, pass through the Lobby adorned with over two million mosaic tiles illuminated with its striking chandelier, and let inspiration wash over you. Outside, views of the Danube and the picturesque Buda skyline stand before you. Spend the day exploring the sights, recharge in our Spa that harnesses the city’s heritage in wellness, then enjoy an innovative cocktail in our newly opened lobby bar MÚZSA.

What you will do:

Guest Relations: 

• Develop and maintain strong, positive relationships with guests to ensure memorable experiences. 

• Anticipate guest needs and preferences, offering personalized recommendations and assistance. 

• Handle escalated guest concerns or complaints in a professional and empathetic manner, ensuring swift resolution. 

Guest Experience Strategy: 

• Collaborate with the management team to design and implement strategies that enhance the overall guest experience. 

• Monitor guest satisfaction metrics, such as surveys and feedback, to identify trends and areas for improvement. 

Operational Support: 

• Actively participates in the daily arrival process, by greeting and interacting with guests and being present in the lobby. 

• Review amenity traces and prepare special occasion amenities, personalized welcome letters for arriving guests. 

• Work with other departments (Housekeeping, Front Desk, Food and Beverage, etc.) to ensure seamless service delivery for guests. Including but not limited to, Arrival, Departure, Dining.  

• Walk all VIP rooms prior to arrival to ensure cleanliness, amenities and traces are placed. 

• Track guest feedback and implement systems to address recurring issues or opportunities for improvement. 

• Collaborate with GEM and reach out to VIP guests prior to arrival to introduce self to confirm transportation and offer to set up itinerary items while in house to personalize their stay 

• Review daily glitches, assign self and develop contact as Point of Contact for glitch guests 

• Meet and greet VIP curbside and limousine arrivals throughout the day 

• Maintains a high presence in guest areas i.e. Pools, Restaurants and Lounges ensuring that any issues raised are resolved 

• Abi