Guest Experience Manager Job at Four Seasons (San Francisco)

Guest Experience Manager

Four Seasons

Location:
United States of America , San Francisco

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

78000.00 - 82000.00 USD / Year

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Job Description:

We are actively searching for an experienced and energetic manager to become Guest Experience Manager of Four Seasons Hotel San Francisco! The Guest Experience Manager (GEM) demonstrates passion to create a service culture environment geared towards delivering an incomparable guest experience. The GEM anticipates and exceeds the expectations of the guest, to build unique and personalized relationships.

Job Responsibility:

Directs and coordinates the activities of the team to create a special welcoming and memorable experience for our guests
Ensuring accurate communication and follow-up on any problem, guest request, and special requirement
Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies
Trains and schedules of the Guest Service Team
Supervises day-to-day performance of the staff
Coaches staff to achieve Benchmark standards
Works closely with Front Desk, Concierge, Reservations, Sales and Security to assure smooth handling of guest arrivals and departures
Manage all VIP arrival, in house and departing guests, ensuring the room blocks are accurate and special requests are properly actioned
The GEM is expected to work very closely with the room’s coordinator and the housekeeping team to ensure rooms are inspected and ready for all arriving VIP guests
Provides exceptional leadership and high standards at all times
Is expected to apply good judgement and is to be seen to demonstrate positive energy and commitment to meet the customer needs, both internal and external
Is expected to have good rapport with colleagues and guests, responding immediately to requests showing a genuine interest to resolving all issues
Is expected to actively seek out changes and/or improvements in the Operation
Be goal orientated and focused on positive results, clarifying goals, targets, and expectations with the team
Constantly maintain Key, Golden and Opera database for accuracy & quality and work with the Guest Recognition Specialists at other hotels and in the corporate office to increase the accuracy of the knowledge of our guests and clients
Prepare and review all relevant Guest, Profile, VIP and Special Attention guest’s information and share information with all departments
Ensure all Guest Recognition policies and procedures are followed
At the daily operations meeting, discuss all VIPs arriving for the day as well as obtain updates from the team
Support Guest Recognition Program and monitor amenity program
Enhancing the overall experience for the guests
Ensure the Pre-Arrival process is thorough and detailed and notable guests are contacted prior to arrival and their stay customized to their needs
Review the next 2 days of arrivals and discuss any special requirements, traces and itineraries for all guests
Seek ways to create “wow” moments
Assists with resolving guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
Seek opportunities for guest-centric experiences
Works closely with Front Office, Housekeeping, Food & Beverage and Engineering to assure smooth handling of guest arrivals and departures
Take action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available
Responds swiftly and effectively in any hotel emergency or safety situation
Ensures that all special requests, changes and amenities are recorded and communicated to those concerned
Review next day reservations to ensure that billing profiles, rate plans and special requests are recorded
Actively participates in the daily arrival process, by greeting and interacting with guests
Manages and monitors the guest expectations through the management of the Guest Preference Planners following up with the operations daily communicating milestone celebrations etc
Assist General Manager and Hotel Manager in introducing and meeting with guests
Maintains a high presence in guest areas i.e. Lobby, Pools, Restaurants and Lounges
Ensures that the day-to-day operational activities of the hotel and direct execution of any guest’s personal requirements and needs are met while ensuring exclusive personalized service, via consistent communication with the leadership team
Provides Crunch Team assistance throughout the hotel
Flexibility in scheduling based on VIP arrival patterns and occupancy needs
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
resolves customer complaints
assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc
Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices
Support the Front Office Manager and make sure all Front Office team members know what activities are available in the city (theatres, sports, concerts, shows, special exhibits, and sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests
Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current
Ensures proper procedure is established and followed to process packages, messages, and mail which may be either outgoing or incoming in an accurate and timely manner
Works harmoniously and professionally with co-workers and supervisors
Stores and retrieves guest luggage and packages
Delegates appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained
Through hands on management, supervises closely all GSAs in the performance of their duties in accordance with policies & procedures and applicable laws
Monitors employee morale and provides mechanism for performance feedback and development
Conducts annual Performance Reviews providing honest and appropriate feedback
Effectively communicates guiding principles and core values to all levels of employees

Requirements:

Hospitality Management degree preferred
equivalent experience considered
Minimum of 2 years of luxury hotel guest service experience required
Excellent communication skills
Ability to work flexible hours including evenings, weekends, and holidays
Strong organizational and time management skills with the ability to meet deadlines
Proficiency with Opera, Golden, and related sales and reservation systems

What we offer:

Market-leading benefits (Medical, Dental, Vision)
401(k) Retirement Plan
Complimentary Accommodation at other Four Seasons Hotels and Resorts
Complimentary Employee 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! Seasonal “Task Force” opportunities are available
Employee engagement at all levels, where your thoughts and ideas are not only heard but actioned
Paid holidays, vacation, and sick days
Culinary, retail and wellness experiences at special rates

Additional Information:

Job Posted:
March 19, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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