Guest Recognition Specialist
Four Seasons Hotels and Resorts
Date: 14 hours ago
City: Sydney, New South Wales
Contract type: Full time
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:
When you think about Four Seasons, we hope unparalleled luxury comes to mind. But what is luxury, really? Our answer may surprise you. To us, true luxury is a meaningful sense of belonging. It is a dedicated focus on how people want to be treated, grounded in the genuine care you experience during your stay and defined by an abundance of humanity and generosity. This starts with our passionate team, welcoming you to be the centre of our world, anywhere in the world – and always with a distinctly human touch. The views are just the beginning at Four Seasons Hotel Sydney, located at the epicentre of the historic Rocks district, sparkling Harbour and buzzing CBD. Chic rooms and suites embrace the iconic attractions just steps away, while the award-winning restaurant and street front bar are destinations unto themselves.
Guest Recognition Specialist
At Four Seasons Hotel Sydney, we pride ourselves on delivering personalised, intuitive service that ensures every guest feels recognised and valued. We are seeking a dedicated and detail-focused Guest Recognition Specialist to champion our global Guest Recognition efforts and help us maintain our reputation as the brand that knows our guests best.
As a Guest Recognition Specialist, you’ll be at the heart of our guest experience, maintaining and enhancing guest profiles to ensure seamless recognition at every touchpoint. Your role will be crucial in driving the accuracy, consistency, and effectiveness of our guest data across departments—helping us deliver memorable, tailored experiences for every guest, every stay.
What You’ll Do
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:
When you think about Four Seasons, we hope unparalleled luxury comes to mind. But what is luxury, really? Our answer may surprise you. To us, true luxury is a meaningful sense of belonging. It is a dedicated focus on how people want to be treated, grounded in the genuine care you experience during your stay and defined by an abundance of humanity and generosity. This starts with our passionate team, welcoming you to be the centre of our world, anywhere in the world – and always with a distinctly human touch. The views are just the beginning at Four Seasons Hotel Sydney, located at the epicentre of the historic Rocks district, sparkling Harbour and buzzing CBD. Chic rooms and suites embrace the iconic attractions just steps away, while the award-winning restaurant and street front bar are destinations unto themselves.
Guest Recognition Specialist
At Four Seasons Hotel Sydney, we pride ourselves on delivering personalised, intuitive service that ensures every guest feels recognised and valued. We are seeking a dedicated and detail-focused Guest Recognition Specialist to champion our global Guest Recognition efforts and help us maintain our reputation as the brand that knows our guests best.
As a Guest Recognition Specialist, you’ll be at the heart of our guest experience, maintaining and enhancing guest profiles to ensure seamless recognition at every touchpoint. Your role will be crucial in driving the accuracy, consistency, and effectiveness of our guest data across departments—helping us deliver memorable, tailored experiences for every guest, every stay.
What You’ll Do
- Review all guest reservations and profiles using Opera, preparing detailed arrival reports at least two days in advance
- Update guest preferences and notes based on global insights, ensuring accurate, current data across all systems
- Create departmental notes and traces to ensure guest preferences are actioned by the relevant teams
- Manage and merge duplicate profiles, ensuring clean and accurate records across Opera and ORS
- Clear suspended profiles and maintain a queue of fewer than 100 suspended profiles no older than 2 days
- Coordinate updates from Qualtrics and glitch reports to refine and maintain guest profiles
- Liaise with departments such as Guest Experience, Food & Beverage, and Spa to collect and update preference data
- Run and review profile integrity reports, daily and weekly, to identify training needs and ensure clean data
- Act as the guest profile and preference expert for the hotel, conducting spot checks and audits to ensure standards are met
- Train and support Front Office and Reservations teams on proper profile management and guest recognition processes
- Deliver ongoing communication and performance updates to hotel leadership, including monthly KPI and CIS updates
- A passion for guest recognition and delivering thoughtful, personalised experiences
- Strong attention to detail with the ability to work independently and collaboratively across departments
- Experience with Opera PMS and ORS preferred, along with a solid understanding of hotel systems and data integrity
- Excellent communication and coordination skills
- A proactive mindset with the ability to spot trends, drive improvements, and enhance guest satisfaction
- Commitment to Four Seasons standards and an understanding of the role of profile data in the guest journey
- Complimentary and discounted stays at Four Seasons hotels worldwide
- Staff discounts in our food & beverage outlets
- Complimentary meals while on duty
- Ongoing development and training opportunities
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