Job Overview
Employment Type
Full-time
Compensation
Hourly
Exact $28.88
Work Schedule
Flexible
Benefits
hourly wage
Medical insurance
Dental Insurance
Complimentary accommodation
Employee Meals
401k Retirement Plan
Job Description
Four Seasons is a globally recognized luxury hospitality company that prides itself on delivering exceptional guest experiences through a dedicated and passionate team. Founded with a commitment to quality, innovation, and personalized service, Four Seasons has become synonymous with excellence in the hotel industry. The company’s philosophy centers on treating everyone with genuine care and respect, fostering a culture where employees and guests feel valued, acknowledged, and inspired. With properties in prime destinations around the world, Four Seasons continues to redefine luxury by blending world-class service with local culture and experiences.
The location in focus is a premier wine country resort situated in Napa Valley, a renowned food and wine capital in North America. This resort offers guests an unparalleled experience with surroundings that include world-class vineyards, innovative Michelin-starred dining at Auro, and holistic spa treatments at Spa Talisa. Boasting Forbes Travel Guide Five-Star status, the resort invites guests to immerse themselves in the beauty and luxury of Napa Valley with stunning views, personalized service, and an atmosphere that celebrates the best of life’s indulgences.
The Concierge role at Four Seasons Napa Valley is a pivotal position that ensures guests receive bespoke experiences and personalized attention from the moment they arrive. This team member is responsible for responding to diverse guest requests by assessing needs accurately and adding personal recommendations that enhance guest satisfaction. The Concierge works closely with guests both prior to their arrival and throughout their stay, providing tailored guidance on dining, entertainment, local attractions, transportation, and unique services specific to the Napa Valley area. This role demands excellent communication skills, keen local knowledge, and a customer-centric attitude to anticipate and exceed guest expectations while adhering to Four Seasons' policies and standards.
Concierges at Four Seasons must juggle multiple channels of communication including in-person interactions, phone calls, email, and the Four Seasons Chat system. They are tasked with managing logistical details such as package processing, coordinating guest requests, and maintaining up-to-date knowledge of local vendors and attractions. The ability to troubleshoot guest issues related to in-room services and technology is also essential. Furthermore, this position supports Guest Services in various operational areas, contributing to a seamless and welcoming guest experience.
Working full-time with flexible shifts to accommodate the 24/7 nature of hospitality, the Concierge position offers an hourly wage starting at $28.88 and benefits including medical and dental options, complimentary accommodations at other Four Seasons properties, employee meals, and retirement plans. This role is ideal for individuals with experience in luxury hotels, strong problem-solving capabilities, exceptional communication skills, and a passion for delivering personalized guest services in one of the most desirable destinations in the world.
Four Seasons values diversity and inclusion, and is an equal opportunity employer that encourages minorities, women, veterans, and individuals with disabilities to apply. Candidates must possess valid US work authorization as this position is not eligible for work sponsorship or visa support.
The location in focus is a premier wine country resort situated in Napa Valley, a renowned food and wine capital in North America. This resort offers guests an unparalleled experience with surroundings that include world-class vineyards, innovative Michelin-starred dining at Auro, and holistic spa treatments at Spa Talisa. Boasting Forbes Travel Guide Five-Star status, the resort invites guests to immerse themselves in the beauty and luxury of Napa Valley with stunning views, personalized service, and an atmosphere that celebrates the best of life’s indulgences.
The Concierge role at Four Seasons Napa Valley is a pivotal position that ensures guests receive bespoke experiences and personalized attention from the moment they arrive. This team member is responsible for responding to diverse guest requests by assessing needs accurately and adding personal recommendations that enhance guest satisfaction. The Concierge works closely with guests both prior to their arrival and throughout their stay, providing tailored guidance on dining, entertainment, local attractions, transportation, and unique services specific to the Napa Valley area. This role demands excellent communication skills, keen local knowledge, and a customer-centric attitude to anticipate and exceed guest expectations while adhering to Four Seasons' policies and standards.
Concierges at Four Seasons must juggle multiple channels of communication including in-person interactions, phone calls, email, and the Four Seasons Chat system. They are tasked with managing logistical details such as package processing, coordinating guest requests, and maintaining up-to-date knowledge of local vendors and attractions. The ability to troubleshoot guest issues related to in-room services and technology is also essential. Furthermore, this position supports Guest Services in various operational areas, contributing to a seamless and welcoming guest experience.
Working full-time with flexible shifts to accommodate the 24/7 nature of hospitality, the Concierge position offers an hourly wage starting at $28.88 and benefits including medical and dental options, complimentary accommodations at other Four Seasons properties, employee meals, and retirement plans. This role is ideal for individuals with experience in luxury hotels, strong problem-solving capabilities, exceptional communication skills, and a passion for delivering personalized guest services in one of the most desirable destinations in the world.
Four Seasons values diversity and inclusion, and is an equal opportunity employer that encourages minorities, women, veterans, and individuals with disabilities to apply. Candidates must possess valid US work authorization as this position is not eligible for work sponsorship or visa support.
Job Requirements
- Valid US work authorization
- preferred experience in a luxury hotel in front office and/or concierge or guest services
- strong written and oral communication skills
- ability to handle difficult situations and guests
- availability to work full time with flexible hours including early morning, mid-day, and evening shifts
- knowledge of Napa Valley and surrounding areas preferred but not required
Job Qualifications
- Preferred experience in a luxury hotel in Front Office and/or Concierge or Guest Services
- knowledge of Napa Valley and surrounding areas highly desirable but not required
- strong written and oral presentation skills
- previous sales experience including upselling highly desirable
- strong problem solving skills and ability to handle difficult situations and guests
Job Duties
- Works with guests pre arrival and in house to ascertain preferences and provide insightful recommendations
- conducts pre arrival process to contact all future guests to arrange services including but not limited to wine tastings, dining reservations, shipping packages, various transportation methods, and researching different vendors and service providers
- processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner
- handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
- resolves customer complaints
- assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc
- responds to all guest requests in an accurate and timely manner
- interactions with guest will be in person, phone, Four Seasons Chat and by email
- utilizes a variety of software programs
- communicates with internal personnel and departments via radio, Hotsos and phones
- chats guests via messenger application and utilizes Four Seasons guest recognition program
- ensures desk collateral and information for restaurants, wineries, museums, attractions, maps and other local attractions are updated and current
- assists with responsibilities and duties in the absence of or due to heavy volume in areas of Guest Services, lobby coverage and phone coverage for Reservations Communications
- provides basic troubleshooting support for in-room services such as internet, TV movies, games and web service
- works closely with Guest Service staff to ensure smooth handling of guest luggage, guest escorts, deliveries and special requests
Job Criteria
Experience
No experience required
Job Location
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