Guest Experience Supervisor Job at Four Seasons (La Ribera)

Guest Experience Supervisor

Four Seasons

Location:
Mexico , La Ribera

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Guest Experience Supervisor plays a key role in ensuring exceptional guest satisfaction throughout all stages of the stay. This position supports the Director of Guest Experience in managing daily operations, addressing guest needs, and ensuring prompt resolution of service issues (“glitches”). The Supervisor is also responsible for overseeing the butler operations, ensuring service standards are met and consistently aligned with the resort’s brand promise of personalized, luxury-level hospitality.

Job Responsibility:

Guest Experience & Engagement: Act as the main point of contact for guests, conducting regular engagement rounds and ensuring high satisfaction, especially for VIP and repeat guests
Service Recovery Management: Log, track, and resolve guest issues efficiently, coordinating with departments and implementing recovery gestures when needed
VIP Personalization: Ensure VIP rooms, suites, and experiences are prepared according to guest preferences and luxury service standards
Butler Team Leadership: Supervise, schedule, train, and coach the butler team to maintain excellence in personalized service and etiquette
Operational & Strategic Support: Assist the Director of Guest Experience with daily operations, reporting, training, and continuous service improvement initiatives

Requirements:

Fluency in both Spanish and English is required for effective communication with guests and team members
Bachelor’s degree in Hospitality Management or related field preferred
2–3 years of experience in guest relations, front office, concierge, or luxury service
supervisory or butler experience is a plus
Strong leadership, team coordination, and coaching skills
Excellent communication, problem-solving, and service recovery abilities
Guest-centric mindset with high emotional intelligence and ability to perform under pressure
High level of professionalism, discretion, cultural sensitivity, and attention to detail
Proactive approach to service and solid knowledge of luxury service standards

Nice to have:

supervisory or butler experience is a plus

What we offer:

Highly competitive salaries as well as an annual incentive plan for managerial roles at Department Head level
Shuttle service from San Lucas and San Jose del Cabo to the resort
Complimentary Dry Cleaning for Employee Uniforms
In-house training workshops for line and management employees
Employee Service Awards as well as Employee of the Month & Employee of the Year Awards

Additional Information:

Job Posted:
February 17, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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