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Guest Experience Manager

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Four Seasons

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Location:
United States of America , East Palo Alto, California

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

80000.00 - 85000.00 USD / Year
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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

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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