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Four Seasons Logo Four Seasons · Hospitality and Tourism

Guest Experience Supervisor

United States of America, Río Grande, Puerto Rico · Job Posted February 18, 2026
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Job Description

We are seeking a highly engaged Guest Experience Supervisor, who shares a passion for excellence and infuses enthusiasm into everything they do. This position has the opportunity to shape employee experience by providing exceptional knowledge and service in support of our hotel.

Job Responsibility

  • Review daily arrivals and departures to ensure proper handling of VIP and return guests
  • Update Golden Profiles of our guests with preferences
  • Perform in room C/I and C/O when required
  • Support the GEM with our Elite inbox, ensuring that the dedicated Elite guest email and phone lines are monitored within office opening hours, and that all Elite guest bookings and enquiries are handled promptly and accurately according to program standards
  • In GEM absence, welcome Elite Guests and high profile guests and act as a privileged point of contact for any requests they may have during their stay
  • Personally follow-up on all those guests’ requests and preferences before arrival and during their stay to ensure that their requests are handled promptly and accurately by all departments
  • Take immediate steps to handle and resolve any VIP guest complaint or incident reported to management and keep Higher Management updated of any major glitch or incident involving an Elite or high profile guest guests
  • Reach out to VIP guests that have experienced difficulties during their stay to ensure their complaint has been solved to their satisfaction and offer compensation as appropriate
  • Provide advice and support to the GEM and senior management on all aspects of the Guest Experience
  • Take an active role in daily handovers and Departmental / Management meetings, contributing and communicating relevant issues

Requirements

  • Minimum of 1 Year Guest Experience
  • Strong verbal and written communication skills
  • Excellent problem-solving and relationship-building skills
  • Excellent personal presentation
  • Previous experience in a related position
  • Knowledge of and ability to use Opera preferable

What we offer

  • Competitive salary and a comprehensive benefits package
  • Market-leading pay and benefits (Medical, Dental, Vision and Retirement Savings Plan)
  • Complimentary accommodation at other Four Seasons Hotels and Resorts
  • Complimentary dry cleaning for business clothing
  • Complimentary employee meals
  • Paid holidays, vacation, and sick days
  • Culinary, retail and wellness experiences at special rates
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