Assistant Guest Experience Manager

Four Seasons Hotels and Resorts•Las Vegas, NV

2d•Onsite

About The Position

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. 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. About the location: A non-gaming oasis on the iconic Las Vegas strip. Located adjacent to Mandalay Resort & Casino, discover one of the only non-gaming and non-smoking hotels on the Las Vegas Strip. Four Seasons Las Vegas is a tranquil Five Diamond oasis with a Forbes Five-Star Spa and offers the best of both worlds: serenity in a resort-like setting paired with the energy and nightlife of one of the greatest entertainment destinations. Just outside the city, experience close-by natural wonders, including the Grand Canyon and Red Rock National Conservation Area. At Four Seasons, corporate 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 such Four Seasons strives to have a long-lasting, positive influence on the communities where we operate and the people we employ and serve around the world. On the iconic Las Vegas Strip, the luxurious Four Seasons Hotel Las Vegas, the first AAA Five Diamond property in Las Vegas, reflects the energy and excitement of one of the world’s most vibrant cities. About the role This management role is responsible in assisting the Guest Relations Manager in ensuring a smooth arrival and memorable stay for Elite, VIP, and other special selections of guests while complying with all Four Seasons’ policies and procedures. Plan, organize, control, and direct the staff that performs the following duties, and will also perform these duties on own. What you will do Works across multiple departments to ensure all guest requests and stay details are completed to satisfaction. Responds to a wide variety of guest requests by accurately assessing the guest's needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. What you bring This person will have strong leadership, interpersonal, and analytical skills, is able to prioritize and adapt to the changing needs of the operation, and can evidence having a solid work ethic, good business acumen, and a passion for service. We are seeking an Assistant Guest Relations Manager, an exciting opportunity to be part of the new Four Seasons Hotel Las Vegas!

Requirements

This person will have strong leadership, interpersonal, and analytical skills, is able to prioritize and adapt to the changing needs of the operation, and can evidence having a solid work ethic, good business acumen, and a passion for service.
Viable candidates must have a minimum of two years’ experience in hotel room operations, with at least one year in a supervisory/management role.
Knowledge of property management systems is required.
Strong business and work ethic required.
Ability to establish rapport quickly and positively is required.
Above-average communication skills—both written and oral—are required.

Nice To Haves

Opera knowledge preferred.
Candidates with a degree in hospitality or similar field are preferred.
Current Four Seasons employees, bilingual candidates, and those with prior experience in a luxury hotel/environment will receive priority consideration.

Responsibilities

Assist the Guest Relations Manager in managing all VIP, Special Attention, Specialty Suite, and Return Guests, including coordinating and monitoring directly between the guest and all necessary departments.
Assist in overseeing all Elite guests’ stays, which includes pre-arrival, room allocation, meet and greet upon arrival, and touching base with them throughout their stay.
Work with the hotel leadership to determine amenities for all VIP, special attention, specialty suite, and return guests and coordinate directly with the management team.
Review and coordinate all VIP, special attention, specialty suite, and return guests' requests and pertinent details with the entire operations team.
Assist in overseeing the arrival of VIP guests and ensuring the doormen, valet runners, and bellmen are attending to the guests' needs.
Assist in making timely and impromptu decisions, which balance guests' needs with the financial, safety, and staffing goals of the hotel.
Find solutions to the inevitable challenges and glitches that arise while VIP guests are on property and keep the hotel leadership promptly and fully informed of all problems or unusual matters so prompt corrective action can be taken where appropriate.
Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in Embark.
Ensure all departments are following up with glitches and that they are doing so in a timely manner.
Perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly.
Assist in creating and executing an action plan to rectify recurring Guest Relations glitches.
Provide lobby presence during high occupancy and peak arrivals and departures of guests, groups, and events.
Coordinate all reasonable services a VIP guest may require and anticipate guest needs in order to provide prompt and efficient service.
Assist other departments as required in resolving problems.
The ability to handle guest problems and complaints, keeping all the Front Office Management team well-informed as to problems and action taken.
Respond properly in any hotel emergency or safety situation.
Perform other tasks or projects as assigned by the Guest Relations Manager, hotel management, and staff.
Must display a high level of integrity and professionalism at all times in dealing with guests and employees.