Guest Experience Agent

About the role

The Guest Experience Agent at Four Seasons Hotel Westlake Village delivers personalized service throughout the guest journey, from pre‑arrival to departure. Working in a high‑visibility area, the agent anticipates guest needs and collaborates with multiple departments to create memorable moments that reflect Four Seasons’ standards of authentic hospitality.

Key responsibilities

• Review daily arrivals and departures, ensuring VIP and repeat guests receive appropriate attention.
• Update guest Golden Profiles with preferences and important details.
• Follow up on VIP requests before arrival and during the stay.
• Support concierge services, handling guest inquiries, reservations, and itinerary planning.
• Assist with guest outreach, including pre‑arrival preparation, in‑stay touchpoints, and departure coordination.
• Collaborate with Rooms, Food & Beverage, Spa, and other departments to guarantee seamless experiences.

Required profile

• High school diploma or equivalent (preferred).
• Previous customer‑facing experience, ideally in a luxury setting.
• Flexible schedule covering weekdays, weekends, evenings, and holidays.
• Strong organizational skills and ability to manage multiple tasks in a fast‑paced environment.
• Friendly, approachable demeanor with excellent teamwork abilities.

Required skills

• Ability to lift and carry up to 25 lb safely.
• Capability to stand or walk for extended periods.