Customer Experience Manager

4 days ago


Kuwait City, Al Asimah Four Seasons Hotels and Resorts Full time

About Four Seasons

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Four Seasons is a global leader in luxury hospitality, driven by a passion to create exceptional experiences for our guests. Our team of professionals around the world are dedicated to delivering unparalleled service and attention to detail, making every stay with us truly unforgettable.

We believe in recognizing and welcoming our guests as we would want to be treated ourselves, and strive to exceed their expectations at every turn. Whether you work with us, stay with us, or simply experience the magic of Four Seasons, we aim to leave a lasting impression that will stay with you for a lifetime.

A Resort-Like Sanctuary in Kuwait

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Our resort in Kuwait offers a modern urban sanctuary in the heart of the city, blending traditional Middle Eastern architecture with contemporary design. This stunning property boasts dazzling art, resort-like spaciousness, and striking sculptures that seamlessly merge with local culture. Enjoy soaring rooftop restaurants, leisure facilities, and the city's largest guest rooms, all within a few minutes' drive from the city's malls and souks.

Your Role

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  • You will supervise bell staff to ensure smooth arrival and departure processes, proper handling of luggage, and timely follow-up on guest requests.
  • In this role, you will handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
  • You will assist guests in all inquiries related to hotel services, hours of operation, key personnel, in-house events, directions, and more.
  • Respond to all guest requests accurately and promptly, interacting with guests both in person and by phone.
  • Resolve guest complaints effectively and identify opportunities to recognize and personalize the service experience for each guest.
  • Provide accurate information to guests in a courteous manner, fill reasonable requests or requirements, and anticipate guest needs.
  • You will take messages for in-house or arriving guests according to procedures, emphasizing accuracy and proper follow-up.
  • Properly handle incoming and outgoing mail, telexes, packages, and faxes.
  • Know what activities are available in the city, such as theater, arts, exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc., and establish close contacts to provide information, ticketing, reservations, etc. for guests.

What You Bring

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  • You have excellent reading, writing, and oral proficiency in English and Arabic languages.
  • Two + years of experience working within a luxury hotel environment is considered an asset.
  • You possess excellent interpersonal skills and communication skills.
  • Cross-cultural sensitivity and customer service orientation are essential qualities.
  • You have a guest-centric approach and understand the importance of meeting guest preferences.
  • You can work effectively under pressure.
  • Requires attention to detail and problem-solving skills.

What We Offer

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  • We provide full board shared living accommodation in a high-quality compound.
  • Complimentary nights at FS Hotels worldwide.


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