Guest Experience Manager page is loaded
Guest Experience Manager
locationsCasablanca time typeFull time posted onPosted Today time left to applyEnd Date: November 14, 2024 (30 days left to apply) job requisition idREQ10326693
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:
Bathed in natural light, our seaside Hotel cascades down a hillside toward the Atlantic. Perched on a beach just 10 minutes from the heart of Morocco’s largest and liveliest city, the sweeping views you’ll find from your private balcony easily fulfill the romantic reputation that precedes Casablanca. With architectural marvels both historic and modern, a cutting-edge art scene and world-class restaurants, allow us to show off the best of our alluring port city, starting with a plate of fresh local seafood prepared à la minute at Bleu. Our Oceanfront sanctuary offering a resort-like atmosphere minutes from the city’s key business districts and cultural landmarks opened in November 2015, and has 186 rooms, 3 food and beverage outlets including a grill & seafood restaurant, a modern Moroccan lobby lounge serving exquisite tea times and a poolside restaurant famous for its Sundays barbecues, an outdoor pool with private poolside cabanas, fitness center, and a stunning spa offering bespoke treatments that pay tribute to ancestral beauty techniques and ancient Moroccan traditions at Le Spa.
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
High attention to detail and customer service skills.
Two to three years’ experience in Rooms Management
Strong business acumen, work ethic and communications skills.
Ability to develop and grow employees into Supervisory and Management positions .
Fluency in French, Arabic and English is a must for this location, along with eligibility to work in Morocco.
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
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.
