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We are looking for a full-time Four Seasons Global Assistant Director who will assist in operationalizing tailored itineraries for Four Seasons Private Jet guests, providing them with the highest level of customer service while assisting with all planning requests to customize the travel experience.
Job Responsibility:
Support in managing the guest experience from time of booking through partnership with TCS GSMs
Be responsible for on trip guest experience holistically from movement flow, experiences, hotel stays, and in flight operations
As required, assist and lead the trips (minimum of 4-6 a year) as assigned by the DOGE
Maintain complete knowledge of all itineraries including destinations, modes of transportation, travel insurance, financial details, optional experiences, inclusions, and extra services
Act as a main point of supporting the TCS Guest Services Team for guest needs, through training, product knowledge and overall partnership to enhance the guest experience
Work with the DOGE and the TCS team as required to develop, proofread, and prepare all written materials
Accurately assume the appropriate role and responsibility depending on trip assignment, DOGE or GEM
Work closely with each guest to prepare his or her individual itinerary leveraging deep knowledge of all trip offerings
Capture guest preferences through pre-trip and on trip preparations to ensure they are communicated with each property along the journey
When on the ground, support the DOGE in all assigned program projects to enhance the operation, partnership and guest experience
Directly supervise the development of the Guest Experience Manager role to ensure assignments are completed, work is accurate, and program is continuing to be enhanced through their added service
Work with the DOGE and TCS to provide a seamless Four Seasons Experience throughout the entire program
Assist the DOGE to review and evaluate all operational details for journeys
Seek out world class touches from around the globe that can be implemented into Four Seasons programs
For new itineraries, follow the lead of the DOGE to support as needed the development of new itinerary offerings
Work with the DOGE and TCS team to update and improve the Four Seasons Touches as needed
Assist the DOGE, or lead when assigned, on pre-con calls with all properties as needed prior to each journey to review program details and customization opportunities
Assist the DOGE, or lead when assigned, in writing post-trip reports, documenting recommendations for changes and ongoing improvements with input from the hotels and the journey staff
Prepare concise accurate information for journey staff and journey books
Requirements:
5+ years’ experience in a customer service setting that must include experience in a luxury brand environment, and/or travel environment
3+ years’ experience in a department head or similar leadership role managing people and performance
previous Hotel/ Resort experience and Concierge/ Guest Relations experience encouraged
Very strong oral and written communication skills
Strong computer and typing skills with basic knowledge of One Drive and SmartSheet
Exceptional social skills including the ability to rapidly build rapport with high expectation Four Seasons guests over the phone and in person
Requires a demonstrated ability to problem solve, particularly in instances where time is short, and guests require immediate assistance
A solid understanding of itinerary development, product pricing and costing, marketing processes, and selling techniques
A demonstrated ability to work cross-organizationally with other functional disciplines is helpful, but not required
Substantial travel experience via luxury methods is required
Experience with global travel, and/or actual travel experience to Four Seasons destinations is very helpful