Guest Relations Agent

About the role

The Guest Relations Agent at Four Seasons in Amman delivers personalized, luxury experiences throughout a guest's stay. You will be the first point of contact, anticipating needs, recognizing preferences, and ensuring every interaction reflects Four Seasons' high standards.

Key responsibilities

• Welcome guests warmly and manage their experience from arrival to departure.
• Identify VIPs, returning guests, and special occasions, coordinating appropriate amenities.
• Respond promptly to guest requests, inquiries, and concerns, ensuring timely follow‑up.
• Handle complaints professionally, escalating when necessary while maintaining a luxury experience.
• Maintain accurate guest profiles in the property management system.
• Collaborate with Front Office, Housekeeping, F&B, Concierge, Engineering, Spa, and other departments for seamless service.
• Conduct follow‑ups and courtesy calls to gauge satisfaction and address issues proactively.
• Arrange special amenities, celebrations, transportation, reservations, and other guest requests.

Required profile

• Excellent interpersonal and communication skills.
• Strong attention to detail and ability to anticipate guest needs.
• Professional demeanor with the ability to handle sensitive situations.
• Team‑oriented mindset, working closely with multiple hotel departments.

Required skills

• Proficiency in using a Property Management System (PMS) to update guest preferences and notes.