Guest Recognition Specialist

Guest Recognition Specialist

The Four Seasons Hotel Philadelphia is seeking a Guest Recognition Specialist to join our Commercial team. The Guest Recognition Specialist is responsible for selling the hotel and providing information to prospective guests. To capture sales from the incoming calls and coordinate details of each reservation to ensure the guest's satisfaction.

What you will do :

Act as the property Profile Management Expert on Guest Recognition through the use of Golden and Key. Working daily on Profile Enrichment, Pre arrival reviews, Post Stay Review, leverage date through reporting

As the expert for guest profiles and preferences, the GRS must provide ongoing communication to key departments on audit results, upcoming initiatives, and training. Work with Learning manager, Reservations Leadership, and FDM to ensure that all new and existing team members are fully trained in Guest Recognition and the profile management process.

Provide ongoing support and training around Golden and Guest Recognition.

Capture sales from in-coming reservations calls (Room, Spa and Dining) and coordinate details of each call and complete internal reservation process; Call to confirm and / or guarantee non-guaranteed reservations, clear waitlisted reservations; Complete pre arrival communication for guests arriving; Process deposits for reservations that require.

Answer incoming PBX calls in an efficient and friendly manner, using guest names when possible and routing calls to proper extensions following proper transfer and hold procedures.

Manage Four Seasons chat, responding to requests in a timely manner and assisting in connecting guests with necessary departments.

Process email reservation requests from all outside agencies and colleagues.

Answer General Reservations e-mail.

Support the Travel Industry team as related to Wholesale and Leisure reservations needs; Run daily reports for department, operational departments, Sales & Marketing, General Manager, Department Head.

Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests' arrival.

Accepts and delivers wake up calls, messages, and faxes in a timely manner.

What you bring :

Solid communication, organization, and leadership skills

Proficient in technology Microsoft Word and Excel; Opera a plus

Strong ability to multi-task

Strong interpersonal and team player skills

Strong problem-solving skills