Descrição da Função

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:

A landmark on lake Geneva since 1834. With enchanting views of the lake and the snow-capped Alps in the distance as well as the Old Town, Geneva’s first hotel remains the first choice of sophisticated travellers and world statesmen. Come and unwind from your day with a treatment at our rooftop Spa, and build connections with colleagues over Italian gastronomy at Michelin-starred Il Lago before retreating to your Pierre-Yves Rochon–designed room for a good night’s sleep. Four Seasons Hotel des Bergues Geneva blends a revitalized sense of history with warm and genuine personal service in the very heart of the city.

Four Seasons Hotel des Bergues is Geneva’s first hotel and a landmark, blending contemporary and classic decor, steps away from the lake, the Old Town and the famous Quartier des Banques with a beautiful view of the Jet d'Eau. A state of the art Spa and a vibrant F&B operation complement the exceptional service provided by our extraordinary team.

The Guest Recognition Specialist & Core Supervisor oversees reservations and PBX operations while leading guest profile accuracy and pre-arrival personalization. This role ensures operational efficiency, data integrity, and exceptional guest experiences in alignment with Four Seasons standards, from booking through arrival.

 

Key Responsibilities

Reservations & PBX Operations

• Supervise and support Reservations & PBX agents to ensure efficiency, accuracy, and compliance with Four Seasons service standards

• Handle guest complaints, escalations, and VIP bookings in accordance with company policy

• Review and validate individual and group reservations, ensuring tasks are completed correctly

• Communicate and implement new rates, packages, promotions, and procedures

• Liaise with Sales, Marketing, Front Office, and operational departments to ensure seamless reservations flow

• Manage travel agency commission checks and departmental manuals

• Act on behalf of the Reservations Manager during absence and participate in required meetings

 

Guest Recognition & Profile Management

• Maintain accurate, compliant guest profiles in Opera and Golden, following Global Data Entry Standards

• Identify and flag duplicate or mismerged profiles in coordination with Corporate Guest Recognition

• Manage guest essentials, preferences, subscriptions, and approval workflows

• Conduct pre-arrival reviews to ensure profiles are correctly attached and enhanced with relevant information

• Coordinate with departments to ensure guest preferences and essentials are prepared prior to arrival

• Enter operational traces to support seamless arrivals and personalized stays

• Handle data privacy, confidentiality requests, aliases, and third-party information inquiries in compliance with regulations

 

Training, Quality & Compliance

• Train and support team members on reservations procedures and guest profile standards

• Ensure all users authorized to edit profiles are properly trained and compliant

• Respond according to crisis management and safety procedures when required

• Monitor Guest Recognition KPIs, including pre-arrival checks and approval timelines

 

Performance Indicators

• Minimum 70% of arrivals reviewed at least two days prior to arrival

• Global Essentials approved within two days of entry

• High accuracy in reservations, reduced errors, and improved guest satisfaction scores

 

Candidate Profile

• Strong leadership, communication, and organizational skills

• Guest-centric mindset with attention to detail and confidentiality

• Fluent in French and English (additional languages an asset)

• Flexible availability including shifts, weekends, and holidays

• Experience with Opera and Golden systems preferred

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