Regular Full Time Guest Experience Manager

1 week ago

Santa Fe, New Mexico, United States Four Seasons Hotels and Resorts Full time

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 high-desert refuge in America's land of enchantment. The scent of piñon woodsmoke fills the air as you step onto your private patio to watch the sun set. In Santa Fe, it's hard not to feel a little spoiled by the rugged beauty that surrounds our intimate, 65-room Resort. Set on 57 rolling acres in the Sangre de Cristo foothills, and just 10 minutes from downtown's shops and galleries, Rancho Encantado is undeniably romantic. Begin your days with a hike along the nearby ridges and arroyos as your guide shares tales of our dude-ranch past, then relax by our pool, indulge in a healing treatment at our Spa, and join us at Terra for elevated, regional cuisine before strolling back to your casita beneath a sweeping night sky.

Guest Experience Manager

Join our team in the Land of Enchantment

Are you ready to take the next big step in your hospitality career? Four Seasons Resort Rancho Encantado Santa Fe is seeking a dynamic individual for our Guest Experience Manager. An individual who shares our passion for achieving service excellence and infuses enthusiasm into everything he/she does

Overview: The ability to oversee the Guest Experience Operations of the resort, to ensure an intuitive service before the arrival, during the stay and departure of our guests in the Resort. This is very High Guest Contact position within the resort.

Manages the Guest Services Area and Staff including Front Drive and Concierge. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed. Reviews and monitors schedules of staff in other department of responsibility. Monitors their activities to ensure that standards are being met, staff is being supported and guest needs are being met. Assist in resolving customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone with heavy lobby and front drive presence. Coordinates arrivals and departures accordingly. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups. Enhance the Pre-Arrival process of our guests by working with Concierge/Reservations Manager, reconfirming all details and special requests prior to their arrival while serving as a point of contact at the Resort for all their pre-stay requests. Liaison with necessary departments prior to guest arrival. Update and place all necessary traces in the guests' reservations for all the departments involved in Golden and Opera. Works with Concierge in preparing special amenities or decorations for future or in-house guests to create unique memories for the guests according to the guests' preferences, personalizing each one. Be intuitive and read all non-expressed needs of our guests. Be proficient in all aspects of Opera and Golden and be able to assist the Front Office operation in guest room check in and check out as business needs. Lobby and Front Drive presence is mostly required, be able to be in the lobby and assist guests. Assist Front Drive team in the daily operations for all aspects of the department. Collect the guests' preferences & essentials for in house guests and ensure all is noted/updated in Golden. Follow-Up on all glitches and coordinate with the relevant departments involved ensuring an above satisfactory resolution. Coordinate the delivery of the special amenities for our In House Guests according to the preferences. Daily Briefing with the Bell Man and Concierge Team. Walk the Resort daily interacting with guest and inquiring about resort stay Inspect all VIP Casitas (SA/111/222). Hold Monthly Meetings with the Concierge Team & Front Drive Staff. Assures that the financial goals of the division are being met. Monitors and controls labor expenses, and other divisional expenses such as supplies and equipment. Makes suggestions that will improve revenue, reduce costs and increase guest satisfaction.

You would be working for the only hospitality company who's employees have proudly recognized us to be a " by Fortune Magazine for 23 consecutive years. Four Seasons is the leading luxury hospitality company in the world with a firm commitment to customer service. Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of -the opportunity to build a life-long career with global potential and a real sense of pride in work well done. We believe that our most valuable asset are our employees and we truly embrace diversity, equality, inclusiveness. We build our culture upon integrity, trust, transparency, respect and kindness

Complimentary stays at Four Seasons over 124 locations worldwide (subject to availability) Free employee meals prepared by the culinary team Excellent Training & Development Competitive Salary Complimentary employee parking Food & Beverage discounts Spa Discounts Medical benefit plan, including medical, dental, vision, life insurance. Domestic Partnerships benefits Incredible Parental Leave Benefits Pet Insurance 401(k) Retirement Plan Paid Time Off A culture that breeds success, and rewards it in many different ways

COVID 19 Notice – Please know that as the Leading Luxury Hotel company we have the highest health, hygiene and safety guidelines in place to ensure the safety of our staff.

"US work authorization is required unless candidate is currently in a managerial position at a Four Seasons location."

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 -

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 -

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