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:
Open your soul to the heart of Mexico. With a prime location on the Pacific coast, Four Seasons Resort Punta Mita celebrates the rich culture of Mexico one epic sunset at a time. Reconnect with family and friends; our “mi-casa, su casa” attitude invites you to feel the true spirit of Mexican hospitality.BASIC PURPOSE
The Legacy Guest Advisor is a key strategic role focused on cultivating long-term relationships with high-value past guests—those who have previously booked premium accommodations or celebrated significant milestones at Four Seasons Resort Punta Mita.
This position is designed to re-engage these legacy guests through thoughtful, personalized outreach and to inspire future bookings by creating a trusted, consultative connection that feels far from transactional.
Rather than performing traditional sales calls, the Legacy Guest Advisor initiates meaningful conversations— grounded in guest history and context—with the goal of rekindling emotional ties to the property and ultimately converting that connection into direct bookings. This role plays a vital part in advancing Four Seasons’ commitment to brand strength, revenue growth, and an unparalleled luxury experience.
ESSENTIAL FUNCTIONS:
70% – Lead and Execute Outbound Direct Guest Rebookings • Own outbound connection with direct guests to create rebookings, proactively contacting lapsed or milestone guests with a warm, human-first approach that is relational, not transactional. • Leverage internal guest history data and thoughtful research to create highly personalized calls—e.g., referencing past stays, anniversaries, or life moments—to ensure every interaction is genuine and tailored. • Maintain a dedicated guest-facing email identity to foster direct, ongoing relationships. • Track conversion rates and outreach effectiveness; evolve guest targeting strategies based on trends, feedback, and booking data.
15% – Support Revenue Growth through Strategic Upselling and Guest Loyalty • Identify upsell opportunities through deep reservation analysis and close collaboration with the Reservations and Front Office teams. Make upsell attempts to bookings arriving outside of a week. • Highlight possible attempts for bookings inside of a week encouraging the team to develop their own authentic, consultative upselling style that aligns with the high-touch tone of the Legacy Guest Advisor role. • Support the culture of high guest retention and loyalty by helping the team create return-worthy moments even before arrival.
10% – Serve as a Liaison Across Departments to Maximize High-End Guest Capture • Partner with Leisure Sales and Group Sales to identify opportunities for rebooking among top-tier past guests. • Share intelligence with teams on shifting guest preferences and upcoming guest life milestones to better inform future campaigns and outreach efforts.
5% – Optimize Tools, Materials, and Training to Support Consultative Outreach • Curate and maintain a “salesmanship toolkit” including talk tracks, tone guidance, and sample outreach language. • Collaborate with leadership to elevate the reservations team’s skills in empathy-led selling and deepen their understanding of long-term guest engagement strategy.
KNOWLEDGE AND SKILLS
EDUCATION: University Degree or equivalent experience.
EXPERIENCE: 1–3 years in luxury hospitality, preferably within Rooms Division or Reservations at Four Seasons or a comparable brand. Proven experience with high-touch guest interaction and retention preferred.
SKILLS & ABILITIES: • Exceptional interpersonal and communication skills with a natural ability to build rapport. • High emotional intelligence and strong intuition for timing and guest personalization. • Deep understanding of luxury service principles and Four Seasons standards. • Strong computer literacy; ability to navigate guest profiles, CRM tools, and reservations systems (PMS, Golden, KEY). • Analytical mindset to assess booking trends and outreach effectiveness.
KEY COMPETENCIES • Start with the Heart: Caring, compassionate, present, and confident. • Master Your Craft: Passionate, always learning, solution-oriented. • Be You: Authentic, trustworthy, collaborative.
KEY LEADERSHIP COMPETENCIES • Nurture Connection: Build trust, empower others, and communicate transparently. • Grow Craftsmanship: Invest in development, drive results, and adapt creatively. • Develop Character: Lead with purpose, integrity, and a people-first mindset.
This position represents an exciting evolution in luxury hospitality—where emotional connection, memory, and trust become the catalysts for sustainable revenue and lifelong guest loyalty