Guest Experience Manager

• Leads and manages the Guest Experience team to ensure adherence to Four Seasons standards, policies & procedures
• Coaches the Guest Experience team to achieve culture standards & core Standards of Guest Experience
• Seeks out opportunities for guest-centric experiences in all outlets of the hotel
• Works with departmental managers and Learning and Quality Assurance manager to put processes in place to ensure guest-centric opportunities are executed
• Connecting with guest’s pre, post and during stay to create a lasting experience
• Measures results and communicates on a weekly basis
• Oversee and implement Hotel Guest Experience initiatives and ideas from Bluewater Innovation
• Identify all experience assistant required guests
• Coordinate among all departments for seamless execution of service
• Coordinate correspondence with guest’s pre and post stay
• Communicate successes to the Hotel
• Assist Reservations and Front Office team to identify guests and achieve a seamless arrival experience for return guests
• Work with Guest Experience Managers on a Global Level to learn from each other's successes and opportunities
• Focus on improving business results as measured by GES
• Assists with responsibilities and duties in the absence of or due to heavy volume in any Rooms Division or Food and Beverage area
• Provides Crunch Team assistance throughout the hotel

• Holds degree/diploma in Hospitality or Tourism Management
• 2-3 years of management experience in a luxury hotel
• Proven record in providing outstanding guest experience
• At least two years of experience in front of the house experience preferred
• Excellent communications skills in English
• Additional foreign languages are a benefit
• Excellent creativity in enhancing the guest experience
• Self-motivated/high level of motivation and task oriented
• Superior sense of organization, prioritize and adapt in a busy environment
• Must have a strong desire to engage with guests, anticipate and fulfill guest needs
• Willing to work flexible hours to accommodate guest needs and business demands

Additional foreign languages are a benefit