Guest Experience Manager

• Overseeing the VIP guest experience to ensure established cultural and core standards are met
• Oversee all facets of the guest experience, ensuring consistent and thoughtful service
• Personalize all experiences for VIP guests by coordinating with various departments
• Assist in the development and planning of opportunities for guest-centric experiences
• Constant communication with guests via phone, text, and email before arrival
• Professional communication with VIP guests and Travel Agents including pre-arrival itinerary building, personalized communication on-property, and post departure
• Act as designated point of contact for selected guests, responsible for proper arrival/departure meet and greet
• Resolve all VIP guest complaints and handle all guest interactions with the highest level of hospitality and professionalism
• Accommodate special requests whenever possible
• Ensure a seamless guest experience, involving all departments within the hotel
• Implement strategies aimed at elevating the guest experience
• Oversee guest interactions, proactively addressing and resolving issues
• Collaborate with all departments to deliver tailored experiences
• Analyze guest feedback and collaborate with all departments to ensure proper set up of the guest experience
• Ensure VIP, residents and frequent guests receive personalized experiences
• Coach staff to achieve all culture standards & core standards of Guest Experience

• A minimum of three years of hotel/resort management level experience in a luxury hotel
• At least two years as a Department Head in Rooms Division
• Spanish huge plus / preferred
• Excellent personal presentation and interpersonal skills
• Good problem-solving ability
• Proficiency in resort property management systems including Opera and Micros
• Able to work independently and under pressure in a fast pace working environment
• Strong supervisory and managerial skills
• Outstanding demonstrated coaching and development skills
• Fluency in English with excellent verbal and written communication required
• Applicants must have current work authorization in the in the United States

Spanish huge plus / preferred

• Eligible for Performance Base Annual Incentive Plan (10% Target)
• Winter Season Lifestyle Benefit
• Merchant Pass Available
• 401k participation with company matching program
• Competitive Benefits: Medical, Dental and Life Insurance
• Discounted travel with discounted F&B and Spa Services at Four Seasons Hotels and Resorts Worldwide
• Employee Cafeteria available for meals
• Be yourself and become a member of a work family that cares about you and invests in your development
• Elevate your craft here and abroad
• Employee engagement at all levels
• where your thoughts and ideas are not only heard but actioned