Guest Experience Manager

5 days ago

East Palo Alto, California, United States Four Seasons Hotels Limited Full time
About Four Seasons:

At Four Seasons Hotels Limited, we strive to deliver exceptional guest experiences through a commitment to luxury and genuine heart. Our team members around the world create unforgettable experiences for our guests, residents, and partners by providing a world-class employee experience and company culture.

We believe in recognizing a familiar face, welcoming a new one, and treating every individual we meet with the same respect and kindness we would want for ourselves. Whether you work with us, stay with us, live with us, or discover with us, our purpose is to create lasting impressions that will stay with you for a lifetime.

About the Opportunity:
A contemporary business hub with the highest standards of innovative hospitality. At the heart of our operations, we experience a first-hand connection to the region's tech legacy, sports, and music venues, and discover local adventures blended with artful sophistication. Four Seasons Hotel Silicon Valley brings an inventive approach to creative events, seasonal pop-up experiences, lifestyle facilities, and culinary craftsmanship that culminate in the ultimate urban getaway.

As a Guest Experience Manager, you will oversee and implement Hotel Guest Experience initiatives and ideas, manage all VIP guests' arrivals and departures, conduct courtesy calls, and resolve guest complaints with the highest level of hospitality and professionalism. You will also analyze standards compliance tools results to identify performance gaps and highlight areas for improvement, and make recommendations to management accordingly.

Responsibilities:
  • Oversee and implement Hotel Guest Experience initiatives and ideas
  • Manage all VIP guests' arrivals and departures
  • Conduct courtesy calls and implement a system to track guest contacts on a daily basis
  • Review daily arrivals and properly assign rooms for VIP guests
  • Inspect VIP rooms and coordinate with Housekeeping and In-Room Dining to ensure a perfect arrival experience
  • Resolve guest complaints from all areas of the hotel
  • Analyze standards compliance tools results to identify performance gaps and highlight areas for improvement
  • Carry out regular standards training and testing for the Front Office team
  • Champion internal quality assurance initiatives to ensure both product and service levels match Four Seasons standards and guest expectations

Qualifications and Skills:
  • At least two years of management experience within Rooms division operations in luxury hotels
  • Strong communication skills, written and verbal, and the ability to remain calm under pressure
  • Ability to be visible in the operation, provide recognition, promote positive public relations, and handle concerns or special requests for guests
  • Ability to follow Four Seasons cultural and core standards, policies, and standard operating procedures

What to Expect:
  • Salary Range: $75K to $80K
  • Be part of a cohesive team with opportunities to build a successful career with global potential
  • Medical, dental, and vision insurance
  • Holiday, vacation, and sick pay
  • 401k participation with a company matching program
  • Complimentary stays at Four Seasons worldwide (subject to availability)
  • Free employee meals prepared by the culinary team
  • Complimentary dry cleaning of employee uniforms
  • Free employee parking

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