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:
An iconic hideaway on the glamorous Athens riviera, reborn. On the sophisticated Athens Riviera, at the tip of a pine-clad peninsula, Four Seasons offers the best of both worlds: a laid-back seaside escape just 30 minutes from the historical city centre. Discover the wonders of ancient civilization at the Acropolis, then return to Four Seasons to unwind and relax. Four Seasons Astir Palace Hotel Athens opened in March 2019 and provides a preferred address for both business and leisure travelers, and the highly personalized, anticipatory service that Four Seasons guests expect and value around the world. The Arion Hotel was built in 1967 and has 106 keys and 61 Bungalows, and the Nafsika opened in 1980 and has 136 keys. Under the same ownership is a large private beach club and marina. Nafsika is open through the year, while Arion and the bungalows operate eight months of the year. Adding to the complement of on-site F&B operations (8 Restaurants and Bars), there are also two third party restaurants on site.About The Role
Four Seasons Astir Palace Hotel Athens is looking for a talented F&B Guest Experience Manager who will be responsible for seeking out opportunities for guest-centric experiences in all F&B areas of the hotel. This role will manage the guest journey of our top VIPs, suite guests, and Four Seasons Elite guests pre, during, and post their stay.
What You Will Do
1. Review daily arrivals and departures to ensure proper handling of VIP and return guests.
2. Update Golden Profiles of our guests with F&B preferences.
3. Liaise with Guest Experience Team and support Dining Reservations with F&B inquiries, Private Dinners and special requests of our Elite, Suite Paying and VIP guests.
4. Welcome and/or connect with Elite Guests and high profile guests and act as a privileged point of contact for any requests they may have during their stay.
5. Personally follow-up on all those guests’ requests and preferences before arrival and during their stay to ensure that their requests are handled promptly and accurately by all departments
6. Take immediate steps to handle and resolve any VIP guest complaint or incident reported to management and keep Higher Management updated of any major glitch or incident involving an Elite or high profile guest guests.
7. Reach out to VIP guests that have experienced difficulties during their stay to ensure their complaint has been solved to their satisfaction and offer compensation as appropriate.
8. In collaboration with F&B Managers, initiate and promote guest experience stories and employee stories that contribute to improve Qualtrics scores and overall guest satisfaction
9. Work closely with other department heads and deputies in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
10. Take an active role in daily handovers and Departmental / Management meetings, contributing and communicating relevant issues.
11. Always be a “brand ambassador” and ensure brand integrity and clarity are always maintained.
12. Model the company’s culture, vision, mission, and core values always.
13. Display hospitality skills when dealing with guests and associates.
14. Ensure high-standards of personal presentation and grooming.
15. Promote the hotels facilities effectively.
16. Be flexible with shift requirement.
17. Attend training sessions both internal and external.
18. Be able to sense the guest’s needs, adapt the service style accordingly.
19. Assist with the appropriate handling of F&B GTI guests
20. Develop new guest experience programs and enhance existing ones (e.g. kids' program, amenity program etc) in liaison with F&B Team.
What You Bring
1. Have advanced computer skills including MS Office and Outlook and a thorough knowledge of Opera, Golden, HotSoS, KEY and OpenTable
2. Be fluent in English and a third language if possible.
3. Have a sufficient experience in Guest Experience roles.
What We Offer:
Employee Meals and Uniform & Laundry provided.
Ticket Restaurant Monthly Amount of €100.
Bus Transportation to/from Elliniko.
Employee Recognition Program with monthly awards.
Opportunities for Global Travel through Task Forces and Transfers.
Employee Travel Program (after 6 months of service, enjoy complimentary nights in Four Seasons properties worldwide).
At Four Seasons Astir Palace Athens, we foster a culture of excellence and continuous learning. Join us and be part of a team dedicated to delivering unforgettable guest experiences in a stunning environment. Your dedication will help us create moments that matter.