Guest Experience Agent

Four Seasons Hotels and Resorts is seeking a Guest Experience Agent to join its team at Four Seasons Safari Lodge Serengeti in Tanzania. This is an excellent opportunity for a customer-focused hospitality professional who enjoys creating personalized guest experiences and working in a luxury hotel environment.

The Guest Experience Agent will play an important role throughout the guest journey, from pre-arrival preparation and welcoming guests to managing requests, coordinating experiences, and ensuring a smooth departure. The successful candidate will work closely with several hotel departments to deliver the high standards of service associated with Four Seasons.

Responsibilities

• Welcome and register guests warmly and efficiently while ensuring accurate room assignments and rates.

• Coordinate smooth guest departures and verify overall guest satisfaction.

  

• Support pre-arrival preparations and monitor guest communications through chat, email, and telephone.

• Handle guest requests and organize personalized experiences and itineraries.

• Interact with guests throughout public areas of the property and provide appropriate recommendations.

• Assist guests with restaurant, activity, and outlet reservations.

• Respond to concierge-related enquiries and provide relevant assistance.

• Maintain accurate guest preference profiles, including Golden Profiles, within the hotel’s property management systems.

• Address guest concerns professionally and take appropriate corrective action.

• Follow up on guest issues to ensure complete satisfaction.

• Coordinate with Rooms, Housekeeping, Food & Beverage, Spa, and Guest Services teams.

• Ensure smooth communication between departments to support seamless guest experiences.

• Maintain high standards of professionalism, hospitality, and customer service at all times.

Qualifications and Requirements

• High school diploma or equivalent qualification.

• A degree in Hospitality Management or a related field is an added advantage.

• At least 1 year of experience in customer service, front office, or reception.

• Previous experience in a luxury hotel, resort, or high-end hospitality environment is preferred.

• Knowledge of hotel Property Management Systems such as Opera.

• Knowledge of guest messaging systems such as HotSOS is an added advantage.

• Basic computer skills.

• Proficiency in Microsoft Office applications.

• Excellent verbal and written communication skills.

• Strong emotional intelligence and interpersonal skills.

• Good cross-cultural awareness and sensitivity.

• A strong customer-first approach and passion for hospitality.

• Excellent time-management and organizational skills.

• Ability to multitask effectively in a busy hospitality environment.

• Ability to remain professional and composed under pressure.

• Multilingual capabilities are highly desirable.

How to Apply

Interested candidates should submit their applications through the official Four Seasons Hotels and Resorts careers portal.

Application deadline: 21 August 2026.

Final Thought

The Guest Experience Agent position offers an opportunity to build a career within a globally recognized luxury hospitality company while working in the unique Serengeti environment. Candidates with strong customer service skills, front office experience, excellent communication abilities, and a genuine passion for creating memorable guest experiences are encouraged to apply before the deadline.