What are the responsibilities and job description for the Guest Experience Manager position at Four Seasons?
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About Four Seasons :
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
About the location :
A contemporary business hub with the highest standards of innovative hospitality. At the heart of Silicon Valley, experience a first-hand connection to the region’s tech legacy, sports and music venues and discover local adventures blended with artful sophistication. Four Seasons Hotel Silicon Valley brings an inventive approach to creative events, seasonal pop-up experiences, lifestyle facilities and culinary craftsmanship that culminate in the ultimate urban getaway.
The Opportunity :
Four Seasons Hotel Silicon Valley is currently looking for a Guest Experience Manager.
Essential function of the job :
Responsibilities and essential job functions include but are not limited to the following :
- Oversees and implements Hotel Guest Experience initiatives and ideas
- Manages all the VIP guests arrivals / departures experience, including pre / post arrival communication, to ensure the highest level of guest experience is constantly provided
- Conduct Courtesy Calls and implement a system to track the guest contacts on daily basis
- Reviews daily arrivals and properly assigns room for VIP guests
- Inspects the VIP rooms – coordinates with Housekeeping and In Room Dining to ensure a perfect arrival experience
- Resolves guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism
- Seeks out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees
- Analyzes standards compliance tools results (e.g. Medallia, LQA, Coyle, glitches, etc.) to identify performance gaps and highlight areas for improvement, and make recommendations to management accordingly
- Carries out regular standards training and testing for the Front Office team. Ensure all team members maintain high levels of product knowledge and are knowledgeable about the property's standards and P&Ps
- Champions internal quality assurance initiatives (e.g. regular room inspections, management walkthroughs of the property, MOD observations), to ensure both the product and service levels match Four Seasons standards and guest expectations
- Performs Front Office MOD shifts when needed and ensure a smooth daily operation – Manages the Front Desk, Guest Services and CORE team
- Perform other tasks or projects as assigned by hotel management
Qualifications and Skills :
What to Expect :
Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.
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Salary : $75,000 - $80,000
