Guest Experience Coordinator

About the role

Four Seasons Hotel & Private Residences Nashville is seeking a Guest Experience Coordinator to join their dynamic Rooms Division team. This role serves as a central point of contact for guests, ensuring seamless communication, personalized service, and memorable experiences throughout every stage of the guest journey.

Responsibilities

• Respond to incoming guest calls, emails, and chat inquiries with professionalism, warmth, and efficiency.
• Cook up guest requests and communicate with hotel departments to ensure timely follow-up and resolution.
• Manage guest interactions through systems such as Messenger, HotSOS, Email, and Teams.
• Aid in pre-arrival planning, special requests, guest preferences, and post-departure communications.
• Provide information regarding hotel services, local attractions, dining options, events, and transportation.
• Monitor daily arrivals, departures, VIP guests, groups, and special occasions to ensure a personalized guest experience.
• Review room assignments and support seamless arrivals and guest satisfaction initiatives.
• Maintain accurate records and protect the confidentiality of all guest information.
• Support Front Desk, Concierge, Guest Services, and In-Room Dining operations as needed.
• Aid the Guest Experience leadership team with administrative and operational responsibilities.

Requirements

• Previous experience in hospitality, guest services, customer service, or administrative support preferred.
• Excellent verbal and written communication skills with a passion for delivering personalized service.
• Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment.
• Proficiency with Microsoft Office applications; experience with hotel systems is an advantage.
• Flexible schedule with the ability to work evenings, weekends, and holidays as business needs require.

Qualifications

• Must be available to work a flexible schedule, including mornings, afternoons, evenings, weekends, and holidays based on business demands.

Skills

• Exceptional interpersonal and communication skills.
• Ability to handle multiple tasks simultaneously.
• Proficiency with Microsoft Office applications.

Benefits

• Competitive wages and a comprehensive benefits package.
• Excellent training and career development opportunities.
• Employee discounts and complimentary stays through Four Seasons employee travel programs.
• Complimentary dry cleaning for employee uniforms.
• Complimentary employee meals.
• Medical, Dental, Vision, Life Insurance, and 401(k) retirement savings plan for eligible employees.
• Employee Assistance Program (EAP).
• Paid vacation, holidays, and sick time for eligible employees.
• Inclusive employee events and a dynamic, people-focused culture.

Schedule & Hours

Full-Time Position. Must be available to work a flexible schedule, including mornings, afternoons, evenings, weekends, and holidays based on business demands.

What We Offer

• Equal Opportunity, Affirmative Action employer.
• Minorities, women, veterans, and individuals with disabilities are encouraged to apply.