Director of Guest Experience

Four Seasons Hotels and Resorts • Westlake Village, CA

7d • $100,000 - $110,000

About The Position

Four Seasons Hotel Westlake Village is seeking a Director of Guest Experience to lead and elevate service standards through thoughtful, personalized, and innovative guest interactions. This role leads the Guest Experience function and supports memorable, guest-centered experiences throughout the hotel. The Director handles guest inquiries and special requests, resolves guest concerns, and develops programs that reflect the hotel’s commitment to excellence.

Requirements

• Strong managerial skills and demonstrated coaching and development skills.
• At least three years of experience in Guest Services or related work.
• Excellent communication and interpersonal skills.
• Fluency in English.
• Excellent personal presentation and interpersonal skills.
• Proven experience delivering exceptional guest experiences and maintaining high guest satisfaction.
• Knowledge of the local area; patience and discretion.
• Thorough knowledge of hotel operations, front office procedures, and reservation systems.
• Must possess legal work authorization in the United States.

Nice To Haves

• Previous supervisory or lead experience is preferred.
• Additional language skills are an advantage.

Responsibilities

• Lead and manage the Guest Experience team to provide outstanding service to all guests.
• Ensure smooth guest arrivals and departures, including proper room allocation and addressing issues or concerns.
• Handle guest interactions professionally, accommodate special requests when possible, resolve guest issues, and assist with inquiries.
• Identify opportunities for guest-centered experiences throughout hotel outlets and help outlets establish processes so employees consistently deliver them.
• Develop and implement innovative guest experience programs and initiatives, keeping up with industry trends.
• Assist customers with inquiries about hotel services, operating hours, key hotel personnel, in-house events, directions, and related matters.

Benefits

• Salary range of $100,000–$110,000 plus Annual Incentive Plan.
• Company Match 401K Plan.
• Complimentary stays at Four Seasons Worldwide.
• Complimentary meals in the Wellness Café.
• Laundered employee uniform.
• Employee Assistance Program.
• Investment in your wellbeing.
• Life Insurance.
• Complimentary on-site parking.
• Training programs and tuition reimbursement.
• Growth and development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed