What are the responsibilities and job description for the Guest Experience Manager position at Four Seasons Hotels and Resorts?
About Four Seasons Hotels and Resorts:
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. At Four Seasons, our company values are much more than a program or a policy; they define who we are and inform the decisions we make. The company's guiding principle is the Golden Rule, and as such Four Seasons strives to have a long-lasting, positive influence on the communities where we operate and on the people we employ and serve around the world.
Sited near the confluence of the Mississippi and Missouri rivers, historic St. Louis continues to invite exploration. Find the luxurious Hotel, a haven of tranquility with epic views of the Gateway Arch, in the heart of downtown's entertainment district, just steps away from Horseshoe Casino, the pulse of St. Louis.
About the Guest Experience Manager role:
The Guest Experience Manager will be responsible for directly overseeing the Guest Services and Concierge staff, to ensure that established cultural and core standards are met. They will oversee all facets of the outlet, ensuring consistent and thoughtful service from all employees. This position personalizes all experiences for guests by coordinating with various departments in going above and beyond to ensure all guests have a great stay. They will also be required to handle scheduling, payroll and other managerial duties as needed. They will manage all daily activities as well as assist in the development and planning of opportunities for guest-centric experiences and oversee these experiences to ensure they are executed consistently. Constant communication between guests via phone, chat, and email to make sure all details are correct before arrival and responsible for communicating to all departments.
Essential Functions:
-Seeks out opportunities for guest-centric experiences in all outlets of the hotel.
-Works with the departmental managers to put processes in place to ensure that these opportunities are executed by all employees.
-Look for new/innovative ways to provide anticipatory service.
-Coordinate among all departments for seamless execution of service.
-Coordinate correspondence with guests pre and post-stay.
-Communicate successes to the Hotel in an effort to keep intensity and focus high.
-Measures results (challenges, successes, etc.) and communicates on a weekly basis to GEM team.
-Oversee and implement Hotel Guest Experience initiatives and ideas.
-Coaches staff to achieve culture standards & core standards of guest experience.
-Physically able to stand for 8 hours, bend, lift up to 30 lbs.
What we are looking for:
We are looking for individuals who have a warm and welcoming smile and a positive attitude! The ideal candidate will have experience in a similar role in a luxury/upscale/full-service hotel, with a minimum of two years of experience. Experience in a position with direct guest contact is required. While a hospitality degree is appreciated and preferred, it is not required. The ability to read, write and communicate in English is a must. Candidate must have excellent personal presentation and interpersonal skills. Possession of legal work authorization is also a must. A flexible schedule with ability to work all shifts is required, shift length will vary and be based on business demand.
What we offer:
Four Seasons believes in offering the best to the best; check out some of our amazing benefits!
An opportunity to be a part of a cohesive team with opportunities to build a successful career with global potential
The opportunity to engage in a diverse and challenging work environment
Complimentary and or Discounted Hotel Stays
Competitive Salary
Excellent Benefits Package that includes: Medical, Dental, Vision and 401K
Complimentary daily employee meal
Learn more about what it is like to work at Four Seasons-visit us:
https://www.fourseasons.com/stlouis/
http://jobs.fourseasons.com/
https://www.linkedin.com/company/four-seasons-hotels-and-resorts
https://www.facebook.com/FourSeasonsJobs
https://twitter.com/FourSeasonsJobs
