Guest Experience Coordinator

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:

Welcome to wine country luxury. In the food and wine capital of North America, Four Seasons welcomes you to a one-of-a-kind wine country resort set within a world-class vineyard. Discover innovative and seasonal cuisine at Michelin-starred Auro, holistic spa rituals at Spa Talisa and thoughtfully personalized Four Seasons service. Raise a glass to all the best in life as you soak in magnificent views of Napa Valley from this Forbes Travel Guide Five-Star resort.

About the role

The Guest Experience Coordinator is the warm, intuitive heartbeat of our guest journey—our primary host, storyteller, and ambassador. You will shape moments that matter, crafting seamless, personalized, and emotionally resonant experiences for our most valued VIP guests from the moment they begin dreaming of their stay until long after they return home. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding a personal recommendation and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ polices.

What you will do

• Serve as the guest’s warm and welcoming first point of contact, setting the tone for an extraordinary wine country escape.
• Curate guest preferences and personalize every detail from celebrations, amenities, housekeeping rhythms, bedding preferences, and beyond.
• Collaborate across all operational teams to prepare for a flawlessly orchestrated arrival.
• Build genuine excitement and connection before guests ever step onto the property.
• Serve as the go-to expert for spontaneous needs, bespoke recommendations, and insider guidance throughout Napa Valley.
• Plan and organize itineraries, coordinate transportation, and assist with elevated concierge level arrangements.
• Partner fluidly with Front Desk, Concierge, Housekeeping, F&B, Spa, Pool, and Residences to ensure harmonized, high touch service. Escort guests through the resort with confidence, warmth, and effortless hospitality.
• Champion a culture of guest recognition, ensuring continuity, personalization, and genuine care at every turn. Support accurate and timely billing, maintaining trust and transparency.
• Deliver heartfelt, personalized communication after departure, showing continued appreciation and care.
• Foster emotional loyalty by cultivating meaningful, lasting relationships with returning guests.
• Maintain accurate guest histories and thoughtfully record preferences to elevate future experiences.
• Serve as an ongoing point of connection and an advocate long after checkout.

What you bring

Education:

• College Degree Preferred.

Experience:

• Preferred experience in a luxury hotel in Front Office and/or Concierge or Guest Services
• Knowledge of Napa Valley and surrounding areas, highly desirable, however not required.

Skills and Abilities:

• Strong written and oral presentation skills.
• Ability to multi-task in a high volume and demanding environment.
• Strong computer skills.
• Previous sales experience (upselling), highly desirable.
• Strong problem-solving skills, ability to handle difficult situations and guests.

This position is not eligible for work sponsorship/visa. Candidates must possess valid US work authorization.

What we offer:

• Hourly: $27.50

• Competitive Salary, wages, and a comprehensive benefits package

• Cigna medical and dental benefit options effective 30 days after employment

• 8 weeks of New Parental Leave Pay after one year of employment

• Excellent Training and Development opportunities

• Complimentary accommodations & employee discount for stays at other Four Seasons worldwide

• Complimentary Employee Meals

• 401k Retirement Plans

Schedule & Hours:

• Full time availability

• Flexible for early morning, mid-day, and evening shifts in order to support 24/7 operational business needs

Learn more about what it is like to work at Four Seasons, visit us:

http://jobs.fourseasons.com/

https://www.linkedin.com/company/four-seasons-hotels-and-res

https://www.instagram.com/auronapavalley/

https://www.instagram.com/trussnapavalley/

If you are a qualified individual with a disability or disabled veteran and need a reasonable accommodation to use or access our online system, please contact our People + Culture Office at jobs.napavalley@fourseasons.com.

Four Seasons is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. To access the 'EEOC is The Law' Information poster please visit this website: Know Your Rights.

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf