Job Description

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: Four Seasons Hotel and Residences is part of a 65-storey mixed-use tower that will include 242 Four Seasons Private Residences, 27 serviced apartments, a 209-key Four Seasons Hotel and a six- floor of 250,000 square foot luxury retail podium, collectively known as Four Seasons Place Kuala Lumpur. The Hotel introduces several unique dining outlets to the city, including a Cantonese restaurant, lobby and rooftop pool bars, and an all-day dining restaurant with sweeping views of the Petronas Twin Towers. The Hotel will also offer an executive lounge for business travelers, a serene spa, wellness-focused fitness centre and rooftop infinity pool offering panoramic views of Kuala Lumpur\xe2\x80\x99s endless skyline. Lush landscaping around the rooftop pool and terrace will create an urban oasis, echoing the greenery of the KLCC Park below.Four Seasons Hotel Kuala Lumpur is looking for top talent to join the team.About Four Seasons Hotel Kuala LumpurFour Seasons Hotel and Residences is located in the Golden Triangle neighborhood, Kuala Lumpur\xe2\x80\x99s thriving business and financial district. The Hotel is part of a 65-storey mixed-use tower that will include 242 Four Seasons Private Residences, 27 serviced apartments, a 209-key Four Seasons Hotel and a six- floor of 250,000 square foot luxury retail podium, collectively known as Four Seasons Place Kuala Lumpur.The latest addition to the city\xe2\x80\x99s dramatic skyline and a vibrant hub for both business and leisure travelers, Four Seasons Hotel Kuala Lumpur will be conveniently located in close proximity to the city\xe2\x80\x99s major attractions, including the Petronas Twin Towers and the Kuala Lumpur City Centre (KLCC). Often referred to as a \xe2\x80\x9ccity within a city,\xe2\x80\x9d the KLCC will offer designer shopping, fine dining, and the best of the city\xe2\x80\x99s electric nightlife. The Hotel will also overlook the KLCC Park and be directly connected to the esplanade, allowing guests to take full advantage of the Park\xe2\x80\x99s 50 acres of green space, including lush gardens, fountains, waterfalls, a wading pool, and jogging track.An exciting addition to Kuala Lumpur\xe2\x80\x99s culinary scene, the Hotel will introduce several unique dining outlets to the city, including a Cantonese restaurant, lobby and rooftop pool bars, and an all-day dining restaurant with sweeping views of the Petronas Twin Towers.The Hotel will also offer an executive lounge for business travelers, a serene spa, wellness-focused fitness centre and rooftop infinity pool offering panoramic views of Kuala Lumpur\xe2\x80\x99s endless skyline. Lush landscaping around the rooftop pool and terrace will create an urban oasis, echoing the greenery of the KLCC Park below.Four Seasons Hotel Kuala Lumpur will offer both international and regional travelers an urban complement to the existing Four Seasons Resort in Malaysia, the award-winning Four Seasons Resort Langkawi.About Four SeasonsFounded in 1960, Four Seasons continues to define the future of luxury hospitality with extraordinary imagination, unwavering commitment to the highest standards of quality, and the most genuine and customized service. Currently operating 105 hotels and private residences in major city centers and resort destination in 43 countries, and with more than 60 projects in development, Four Seasons consistently ranks among the world\xe2\x80\x99s best hotels and most prestigious brands in reader polls, traveler reviews and industry awards.GUEST RECOGNITION SPECIALIST (GRS) - CLUSTER ROLEGuest Recognition Specialist (GRS) plays an integral role in our global Guest Recognition efforts enhancing our ability to deliver exceptional levels of intuitive service for every guest, every stay at every property. This heightened focus reinforces our position as the global leader in the luxury hospitality market.RESPONSIBILITIES/TASKS:Profile EnrichmentIt is the responsibility of the GRS to update all aspects of the guest\xe2\x80\x99s Golden profile to enhance Guest Recognition on property. The GRS must:

• Populate key contact information
• Use the name fields to capture additional names for a guest for accurate name recognition
• Create photo links for visual recognition In addition, the GRS must work with their Operations team to further enrich guest profiles before, during and after a guest\xe2\x80\x99s stay.
• Liaise with Guest Relations manager to ensure a connection is made between the guest\xe2\x80\x99s information and the guest\xe2\x80\x99s experience at all stages of their stay (pre arrival, stay over and post departure)
• Liaise with F&B and Spa systems (i.e. Open Table, Spa Soft) to ascertain preferences and populate where applicable

Pre-Arrival ReviewOn a daily basis, the GRS is responsible for ensuring that all departments have the information they need, preparing them for every arriving guest. The GRS must review all guest reservations and profiles daily to prepare for arrivals using the Pre-Arrival screen in Opera. Arrivals preparation lead time is a minimum 2 days ahead of the arrival date. Specific duties include, but are not limited to:

• Review the guest\xe2\x80\x99s Golden profile and edit where applicable
• Within the Pre-Arrival screen, review Global Notes and Preferences. Copy Global Notes and Preferences to the PMS profile and set traces to notify the relevant department
• Prepare SMYKM for all VIP/SA guests

Post Stay Review

• Review glitches, correspondence & Medallia to enrich the guest\xe2\x80\x99s Golden profile post stay

Reports

• Run the Department Notes \xe2\x80\x93 Submitted for Approval report to share relevant, actionable guest preferences globally
• Run the FS Guest Info report and / or the FS Pre-Arrivals Audit report to identify areas of opportunity as it relates to data capture

Profile Management ExpertGuest Recognition Specialist is the guest profile and preference expert, fully trained and familiar with all aspects of profile management.

• Must have thorough system knowledge of Opera PMS and Golden
• Must have completed all Golden training & Guest Preferences training
• Spot check/audit Front Desk to ensure proper adherence to data entry standards
• Proactively identify system challenges and advise Director of IT and / or Corporate GRS via Service Now
• Proactively flag duplicate profiles to Corporate GRS via Service Now

Communication and TrainingAs the expert for guest profiles and preferences, the GRS must provide ongoing communication to key departments on audit results, upcoming initiatives and training.

• Work in conjunction with the Learning Manager, Director of Rooms, Front Office Manager to ensure that all new and existing employees are fully trained on their role in the Guest Recognition and Profile Management process
• Participate in Front Desk and Reservations meetings to provide updates on Guest Recognition and create dialogue with these departments on issues, roadblocks, and key learnings from guests
• Provide a monthly update to the Hotel Manager on the status of Guest Recognition in the hotel and the hotel\xe2\x80\x99s KPI performance
• Candidates must speak read and write Bahasa Malaysia as well and speak Fluent English. Must have the right to work in Malaysia.

Visa sponsorship is not available for the role. Only successful candidates will be contacted.Join Our TeamJoin a team that is built on mutual respect, collaboration, creativity and a commitment to the highest quality of service. Four Seasons Hotel Kuala Lumpur provides guests with a haven of serenity and luxury in a bustling city. Four Seasons provides employees with the same level of care that we expect to be shared with our guests. We have been ranked in FORTUNE Magazine\xe2\x80\x99s 100 Best Companies to work for since 1998.What to expect: You will\xe2\x80\xa6\xe2\x80\xa6Be a champion of the Golden Rule: Do unto others as you would have them do unto youBe part of a cohesive team with opportunities to learn, grow and developHave the opportunity to engage in diverse and challenging workDerive a sense of pride in work well done

Four Seasons Hotels