Guest Recognition Specialist
2 weeks ago
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Guest Recognition Specialist
locationsRiyadh time typeFull time posted onPosted Today job requisition idREQAbout 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 architectural icon in the heart of Saudi Arabia's vibrant capital soaring over the city in the iconic Kingdom Tower, Four Seasons Hotel Riyadh is a buzzing hub at the forefront of style and sophistication. Redesigned interiors bring authentic Saudi heritage and craftsmanship to life, while our distinguished team provides a bespoke experience through thoughtful, personalized service and hospitality.Guest Recognition SpecialistThe Guest Recognition Specialist (GRS) plays an integral role in our global Guest Recognition efforts enhancing our ability to deliver exceptional levels of intuitive service for every guest, every stay at every property. This heightened focus reinforces our position as the global leader in the luxury hospitality market.
DAILY TASKS
Check for same-day arrivals throughout the shift. Use the Golden Dashboard in KEY to assist with identifying any arrival that was not captured Conduct Pre-Arrival review a minimum of 2 days out using Golden and the Pre-Arrivals screen in Opera Review Essentials submitted for Global Approval and edit/ delete/ approve as needed Review or liaise with the individual/s responsible for Registration Cards and ensure changes to contact information and marketing permissions are updated in Golden Review Glitches and Medallia comments and update the Golden profile with Essentials where applicable Send tickets to the Corporate GRS Team if duplicate profiles have been identified in Golden Review pending ServiceNow tickets for Guest Recognition matters and respond where necessary Using the Golden Dashboard in KEY, monitor Pre-Arrival progress throughout the month to ensure the target will be achievedMONTHLY TASKS
Communicate with relevant departments about training and global initiatives Review the latest Golden Certified Dashboard results with Reservations & Front Office management to identify gaps & opportunitiesKEY AREAS OF FOCUS
Profile Enrichment
It is the responsibility of the GRS to update all aspects of the guest's Golden profile to enhanceGuest Recognition on property. The GRS must:
Populate key contact information Use the name fields to capture additional names for a guest for accurate name recognition Create photo links for visual recognition
In addition, the GRS must work with their Operations team to further enrich guest profiles before, during and after a guest's stay.
Liaise with Guest Relations manager to ensure a connection is made between the guest's information and the guest's experience at all stages of their stay (pre arrival, stay over and post departure) Liaise with F&B and Spa systems (i.e. Open Table, Spa Soft) to ascertain preferences and populate where applicable
Pre-Arrival Review
On a daily basis, the GRS is responsible for ensuring that all departments have the information they need, preparing them for every arriving guest. The GRS must 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 the arrival date. Specific duties include, but are not limited to:Review the guest's Golden profile and edit where applicable Within the Pre-Arrival screen, review Global Notes and Preferences. Copy Global Notes and Preferences to the PMS profile and set traces to notify the relevant department Prepare SMYKM for all VIP/SA guests
Post Stay Review
Review glitches, correspondence & Medallia to enrich the guest's Golden profile post stayReports
Run the Department Notes – Submitted for Approval report to share relevant, actionable guest preferences globally Run the FS Guest Info report and / or the FS Pre-Arrivals Audit report to identify areas of opportunity as it relates to data captureProfile Management Expert
The Guest Recognition Specialist is the guest profile and preference expert, fully trained and familiar with all aspects of profile management.Must have thorough system knowledge of Opera PMS and Golden Must have completed all Golden training & Guest Preferences training Spot check/audit Front Desk to ensure proper adherence to data entry standards Proactively identify system challenges and advise Director of IT and / or Corporate GRS via Service Now
Proactively flag duplicate profiles to Corporate GRS via Service Now
Communication and Training
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 in conjunction with the Learning Manager, Director of Rooms, Front Office Manager to ensure that all new and existing employees are fully trained on their role in the Guest Recognition and Profile Management process Participate in Front Desk and Reservations meetings to provide updates on Guest Recognition and create dialogue with these departments on issues, roadblocks, and key learnings from guests Provide a monthly update to the Hotel Manager on the status of Guest Recognition in the hotel and the hotel's KPI performance
We look forward to receiving your application
Learn more about what it is like to work at Four Seasons, visit us:
Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of -the opportunity to build a life-long career with global potential and a real sense of pride in work well done.#J-18808-Ljbffr
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