Assistant Manager - Guest Experience

Four Seasons Hotels and Resorts•Kailua, HI

1d•$65,000 - $79,000•Onsite

About The Position

The Assistant Manager, Guest Experience plays a vital role in creating memorable, personalized, and seamless experiences for our guests. This position leads the planning, coordination, and execution of guest recognition programs, VIP services, preference management, and service recovery initiatives while fostering strong partnerships across all resort departments. The ideal candidate is passionate about luxury hospitality, anticipates guest needs before they arise, and is committed to delivering exceptional experiences that inspire guest loyalty and long-term engagement.

Requirements

Bachelor's degree in Hospitality Management, Business Administration, Communications, or a related field preferred.
Minimum two years of hotel management experience, preferably within Guest Relations, Guest Experience, Front Office, or a related luxury hospitality environment.
Strong guest engagement and service recovery skills.
Exceptional verbal and written communication abilities.
Experience managing guest preferences, recognition programs, and personalized service initiatives.
Ability to prioritize multiple responsibilities in a fast-paced luxury resort environment.
Strong organizational skills and attention to detail.
Proficiency with hotel operating systems and guest profile management tools preferred.
Demonstrated ability to build collaborative relationships across departments.

Responsibilities

Lead and oversee the overall guest experience for VIP, Elite, Centrally Served, and other designated guests throughout their stay.
Coordinate pre-arrival planning, personalized amenities, special requests, and in-stay experiences.
Serve as the primary escalation point for complex guest concerns, ensuring timely and effective service recovery.
Collaborate closely with Front Office, Housekeeping, Food & Beverage, Engineering, and other departments to ensure seamless guest experiences.
Maintain accurate guest profiles, preferences, and documentation across Four Seasons systems.
Monitor guest satisfaction trends and identify opportunities to enhance service delivery.
Support guest recognition initiatives and quality assurance programs.
Participate in operational meetings and contribute to resort-wide communications.
Assist with arrivals, departures, special events, and resort activations.
Support training, coaching, and development of Guest Experience and Guest Services team members.