Director of Guest Experience

Four Seasons Hotels and Resorts•Palm Beach, FL

2d•Onsite

About The Position

Four Seasons Resort Palm Beach is looking for a Director of Guest Experience to join our Front Office Team. The Director of Guest Experience is responsible for ensuring a memorable, personalized, and seamless experience for guests throughout their stay at the hotel. This role requires a proactive approach to guest services, managing guest feedback, resolving issues promptly, and maintaining the highest levels of hospitality standards. The Director of Guest Experience is a Department Head level role and will work closely with all other Resort departments to ensure that guest expectations are consistently met and exceeded. Don't miss this unique opportunity to be part of our award winning team, while beginning your career with the world's leading luxury hotel company!

Requirements

College degree or equivalent experience
Three years previous front office/hospitality experience
Requires a working knowledge of the Front Desk and Concierge aspects of Four Seasons service
Working knowledge is generally learned on-the-job
Requires knowledge for the ability to operate computer equipment
Ability to recognize Elite and VIP guests by name and greet upon arrival
Ability to read, write, and speak English
A flexible schedule is required with the ability to work all shifts including morning & evening shifts, weekends, and holidays.
US Work Authorization is required unless candidate is currently in a managerial position at a Four Seasons location outside of the US.
Current Four Seasons managers outside of the US may qualify for L1 Visa Sponsorship.

Responsibilities

Personalizes all experiences for guests by coordinating with various departments in going above and beyond to ensure all guests have a great stay
Seeks out opportunities for guest-centric experiences and oversees these experiences to ensure they are executed consistently
Measures results (challenges, successes, etc.) and communicates on a weekly basis to GEM team
Constant communication between guests via phone and email to make sure all details are correct before arrival and responsible for communicating to all departments
Reviews the hotel glitches of stays that did not meet the expectation of the guest and brainstorms and executes ideas to make their stay more enjoyable prior to departure
Reviews arrivals of VIP guests, Elite guests and guests with special requests in our daily operations meeting with managers from various departments.
Comply with Four Seasons standards, while working harmoniously and professionally with all co-workers and planning committee
Ownership of Limo & Comp Gifts & Services expense line. This includes budgetary responsibilities, rollout of updated amenities, and vendor management
Assists with overseeing Front Desk staff and fills in as MOD as needed
Systems knowledge associated with Front Office. For example, Opera, HotSOS, Key, etc.
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Front Desk, Guest Services and lobby coverage.
Provide Crunch Team assistance throughout the hotel.