Guest Experience Manager Job at Four Seasons (East Palo Alto, California)

Job Description

Four Seasons Hotel Silicon Valley is currently looking for a Guest Experience Manager. Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement.

Job Responsibility

Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement
Design, maintain, and evolve guest experience, levels of service, rituals, and service cues that reflect Four Seasons
Identify service gaps and create innovative enhancements that elevate the guest experience across all departments
Oversee a variety of select guests’ programming with a focus on accuracy, communication, and timely execution
When Elite Guests have a reservation at the property, the Director/Manager of Guest Experience is responsible for the oversight of each Elite Guest’s stay, working closely with Elite Contact to ensure a seamless experience
For Elite-Centrally Served Guests, the Director of Guest Experience will personally serve as the dedicated On-Property Point of Contact, following checklist responsibilities and maintaining continuous communication
Partner with all operating departments to support consistent service delivery
Lead operational team involved with personalized service
Track trends in guest feedback and lead cross-department action plans to resolve root causes
Collaborate with the General Manager and Director of Rooms on sensitive cases to ensure positive resolution
Work with the Learning and/or Quality Assurance Manager to analyze guest satisfaction scores, sentiment data, and behavioral insights to guide improvements
Monitor key performance indicators including response times, recovery outcomes, and select guest satisfaction
Lead regular reviews with department heads to ensure accountability for guest experience performance
Model a culture of empathy, emotional intelligence, and Four Seasons behaviors
Coach leaders and employees on guest interaction skills and recognition fundamentals
Support training for new department leaders on guest experience expectations
Serves as an advisor on the overall Guest Experience to the Planning Committee through the Director of Rooms or Hotel/Resort Manager
Lead initiatives that elevate personalization through digital tools such as Golden and Golden Exp, guest preference capture, and in-room experience programs
Partner with Corporate teams to pilot new tools, refine standards, and share best practices as applicable
Uphold brand guidelines and ensure consistent global alignment
Performs Front Office MOD shifts when needed and ensure a smooth daily operation – Manages the Front Desk, Guest Services and CORE team
Perform other tasks or projects as assigned by hotel management

Requirements

Minimum five years of progressive leadership experience in luxury hospitality
Proven expertise in Guest Experience, Front Office, Concierge, or Rooms Division leadership
Strong emotional intelligence, diplomacy, and communication skills
Demonstrated ability to manage complex service recovery situations with grace and authority
Strong analytical capability and comfort with guest experience systems and data tools
Ability to lead cross-functional teams and influence without formal authority
Flexible approach required for a fast-paced and guest-driven environment
Must be flexible with schedule – Able to work weekdays, weekends, holidays and nights

What we offer

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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