Senior Hotel Ambassador

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:

Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue – find the best of both big city adventure and a tropical getaway – arrive at our lifestyle-inspired lobby, savour the fun and flavourful dining experiences, and spend the day with a swim or sway in a hammock within our two-acre sun-kissed sanctuary. It’s all set against the Miami skyline overlooking the city’s fashionable art, dining, and entertainment scenes just minutes from our doorstep.

About the position

The Senior Hotel Ambassador supports the Guest Experience Team in delivering personalized, memorable, and unique experiences to resort guests and residents, aimed at enhancing guest satisfaction and loyalty. This position focuses on assisting with guest interactions, addressing concerns, and ensuring the quality of amenities, services, and facilities. The Senior Hotel Ambassador works closely with the Front Office team and Hotel Assistant Managers to help maintain high service standards. 

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 

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