Guest Experience Officer

About the role

The Guest Experience Officer at Four Seasons Guangzhou is responsible for creating memorable, personalized experiences for every guest. Working within the hotel’s front‑office team, you will ensure that guest preferences are captured, acted upon and continuously refined to exceed expectations.

Key responsibilities

• Collect and record guest preferences, ensuring they are communicated to relevant departments.
• Deliver consistent, high‑touch service that drives guest delight and loyalty.
• Gather guest feedback, relay it to appropriate teams and follow up on corrective actions.
• Act as a role model for exceptional guest interactions in all touch points.
• Collaborate with the Front Office, Housekeeping, Food & Beverage and other areas to resolve issues promptly.

Required profile

• Familiarity with front‑office operational systems.
• Understanding of Four Seasons standard operating policies and procedures.
• Knowledge of the Four Seasons Lifestyle Membership Card policies.
• Strong attention to detail and a proactive attitude toward guest satisfaction.

Required skills

• Ability to use front‑office operational tools to capture and retrieve guest data.