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:
About the role
The Guest Experience Manager forms part of the Rooms Management team and manages the hotel lobby and arrival/departure experience of the respective hotels/resorts. It report to the Director of Guest Experience.
What you will do
Ensure top VIPs (Elite, HRG, and other Guests selected by GM, RM, DOR, DGE) point of contact prior to arrival until departure for the arrangement of their stay.
Build meaningful connections and maintain strong relationships with guests, special focus on elite, HRG and return to property, addressing their inquiries, concerns, and feedback promptly and professionally.
Proactively seek opportunities to enhance their experience during their stay.
Coordinate efforts across departments to create lasting memories for guests celebrating special occasions.
Coordinate the meet and greet for VIPs arrivals.
Coordinate the GEM program to have other managers support experience of non-VIP guests.
Develop and maintain relationships with VIP guests and Special Attention guests, recognizing their preferences and ensuring extra attention and special treatment for this group of guests.
Continuously seek ways to enhance the guest experience by developing and implementing innovative guest recognition programs and initiatives.
Collaborate with various departments to ensure seamless guest experiences across all touchpoints, focusing on areas such as Front Desk, Concierge, Housekeeping and In Room Dining.
Inspect VIP rooms before arrival, ensure essentials are delivered.
Coordinate special amenities based on guest preferences.
Work closely with concierge to ensure itineraries are complete.
Ensure glitches related to VIPs are promptly action and resolved.
When required attend social events/meetings that VIPs might attend.
What you bring
What we offer:
• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Accommodation at other Four Seasons Hotels and Resort
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals