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Guest Experience Manager - Food & Beverage

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Four Seasons

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Location:
India , Mumbai

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Serves as the Guest Relations Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest-related situation. Manages the flow of questions and directs guests within the F&B – AER. Serves as Guest Relations Manager for F&B Service - AER and handles the reservation process and desk management. Reports to the F&B Manager.

Job Responsibility:

  • Serves as the Guest Relations Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided
  • Represents property management in resolving any guest-related situation
  • Manages the flow of questions and directs guests within the F&B – AER
  • Serves as Guest Relations Manager for F&B Service - AER and handles the reservation process and desk management
  • Reports to the F&B Manager
  • Leading Guest Services Teams
  • Maintaining Guest Services and F&B goals
  • Ensuring Exceptional Customer Service
  • Implementing Projects and Policies
  • Conducting Human Resource Activities
  • Spearheads the reservation process and desk management with the assistance of the venue manager
  • Provides information to supervisors, co-workers, and subordinates
  • Analyzes information and evaluates results to choose the best solution and solve problems
  • Informs and/or updates the executives, peers, and subordinates on relevant information promptly
  • Maintains high visibility in public areas during peak times
  • Understands and can implement all emergency plans
  • Performs duties in high-demand times In AER

Requirements:

  • High school diploma or GED
  • 2 years experience in guest services, front desk, or related professional area
  • OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
  • no work experience required
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others
  • advocates sound financial/business decision-making
  • demonstrates honesty/integrity
  • leads by example
  • Encourages and builds mutual trust, respect, and cooperation among team members
  • Serves as a role model to demonstrate appropriate behaviors
  • Supervises and manages employees
  • Manages all day-to-day operations
  • Understands employee positions well enough to perform duties in employees' absence
  • Establishes and maintains open, collaborative relationships with employees
  • Develop specific goals and plans to prioritize, organize, and accomplish your work
  • Handles complaints, settles disputes, resolves grievances and conflicts, or otherwise negotiates with others
  • Maintains a strong working relationship with all departments to support property operations and goals
  • Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained
  • Provides services that are above and beyond for customer satisfaction and retention
  • Improves service by communicating and assisting individuals to understand guest needs
  • Manages day-to-day operations, ensuring quality, and standards and meeting the expectations of the customers daily
  • Respond to and handle guest problems and complaints
  • Empower employees to provide excellent customer service
  • Observes service behaviors of employees and provides feedback to individuals
  • Strives to improve service performance
  • Provides immediate assistance to guests as requested
  • Ensures employees understand customer service expectations and parameters
  • Implements the customer recognition/service program
  • Ensures property policies are administered fairly and consistently
  • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance
  • Participates in employee progressive discipline procedures
  • Uses all available on-the-job training tools for employees
  • Solicits employee feedback, utilizes an “open door” policy
  • Supervises ongoing training initiatives and conducts training when appropriate
  • Participates in the employee performance appraisal process, providing feedback as needed
  • Spearheads the reservation process and desk management with the assistance of the venue manager
  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
  • Analyzes information and evaluates results to choose the best solution and solve problems
  • Informs and/or updates the executives, peers, and subordinates on relevant information promptly
  • Maintains high visibility in public areas during peak times
  • Understands and can implement all emergency plans including accidents, deaths, elevators, thefts, vicious crimes, bombs, fire, etc.
  • Performs duties in high-demand times In AER
  • Adaptability
  • Communication
  • Problem-Solving and Decision-Making
  • Professional Demeanor
  • Building and Contributing to Teams
  • Driving for Results
  • Planning and Organizing
  • Coworker Relationships
  • Customer Relationships
  • Global Mindset
  • Organizational Capability
  • Talent Management
  • Applied Learning
  • Business Acumen
  • Technical Acumen
  • Guest Services
  • Problem Resolution
  • Basic Computer Skills
  • Mathematical Reasoning
  • Oral Comprehension
  • Reading Comprehension
  • Writing

Additional Information:

Job Posted:
March 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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