Guest Recognition Specialist

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:

When you think about Four Seasons, we hope unparalleled luxury comes to mind. But what is luxury, really? Our answer may surprise you. To us, true luxury is a meaningful sense of belonging. It is a dedicated focus on how people want to be treated, grounded in the genuine care you experience during your stay and defined by an abundance of humanity and generosity. This starts with our passionate team, welcoming you to be the centre of our world, anywhere in the world – and always with a distinctly human touch. The views are just the beginning at Four Seasons Hotel Sydney, located at the epicentre of the historic Rocks district, sparkling Harbour and buzzing CBD. Chic rooms and suites embrace the iconic attractions just steps away, while the award-winning restaurant and street front bar are destinations unto themselves.

The Guest Recognition Specialist is a vital ambassador of personalised service, ensuring every guest feels genuinely known and thoughtfully cared for at every touchpoint of their journey. This role sits at the heart of our Guest Recognition philosophy, transforming guest insights into meaningful moments that elevate each stay beyond expectation.

Through meticulous profile management, collaboration across departments, and a deep understanding of guest preferences, the Guest Recognition Specialist enables seamless, intuitive service that reflects the highest standards of luxury hospitality. By championing data integrity, consistency, and discretion, this role supports our ability to anticipate needs, honour individuality, and deliver experiences that feel effortless yet deeply personal.
 

What You’ll Do

• As the Guest Recognition Specialist, you will champion Four Seasons’ global Guest Recognition strategy, ensuring every guest feels genuinely known, valued, and cared for throughout their journey.
• Prepare for all guest arrivals a minimum of two (2) days in advance by reviewing reservations and profiles using OPERA pre-arrival functionality
• Review and action global guest preferences and notes, ensuring accuracy and relevance for each stay
• Create and manage departmental notes and traces to ensure guest preferences are seamlessly delivered
• Manage Incognito and Public Relations profiles in alignment with brand standards
• Identify and merge duplicate guest profiles, maintaining the integrity of the Webmaster profile where applicable
• Prepare Show Me You Know Me (SMYKM) documentation for VIP and Special Attention guests
• Maintain profile quality by clearing suspended profiles and ensuring compliance with brand queue standards
• Conduct ongoing profile clean-up using defined data entry standards and best practices
• Coordinate the review and updating of guest data sourced from Glitch, Qualtrix, and operational systems
• Partner with Guest Relations, Front Office, Reservations, Food & Beverage, and Spa teams to ensure guest insights are captured and reflected accurately
• Produce and distribute daily, weekly, and monthly reports to support profile accuracy and performance monitoring
• Serve as the hotel’s subject matter expert and champion for guest profile integrity and preference management
• Support training, auditing, and continuous improvement initiatives across Front Office and Reservations
   

What You’ll Bring

• A passion for intuitive service and delivering personalized guest experiences at the highest level
• Strong attention to detail with a commitment to data accuracy and consistency
• Proven ability to manage and interpret guest information with discretion and professionalism
• Working knowledge of OPERA PMS and ORS, or the ability to quickly develop system expertise
• Strong organisational and time-management skills, with the ability to work proactively and independently
• Excellent communication skills and confidence collaborating across departments
• A continuous improvement mindset and the ability to coach and influence others
• Commitment to Four Seasons brand standards, values, and service culture
   

What We Offer

• Competitive salary and a comprehensive benefits package
• Excellent training and development opportunities
• Complimentary accommodation at other Four Seasons Hotels and Resorts
• Complimentary dry cleaning for employee uniforms
• Complimentary employee meals

Please be advised only shortlisted candidates will be contacted for this opportunity. This role does not provide sponsorship opportunities.