Director of Guest Experience

Four Seasons Hotels and Resorts•Washington, DC

5d•$75,000 - $85,000

About The Position

The Four Seasons, Washington D.C. is currently looking for a Director of Guest Experience. The Director of Guest Experience forms part of the Rooms Management team whose main objective is to ensure that our guests have a seamless and extraordinary stay at our property. The Director of Guest Experience will oversee and coordinate all aspects of a guest’s stay, from anticipating their needs to exceeding their expectations, while delivering warm, welcoming and personalized service to elevate guest satisfaction and brand loyalty. The Director of Guest Experience will respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to create an unparalleled stay while complying with all Four Seasons’ policies. They resolve guest complaints, handle all guest interactions with the highest level of hospitality and professionalism, and accommodate special requests whenever possible. This position is responsible for interviewing, training, scheduling, conducting performance reviews and disciplinary conversations for staff. This role has direct contact with employees and guests and as such good communication skills are a necessity. This position does require a flexible schedule, able to work morning/afternoon shifts, weekends, and holidays.

Requirements

This role has direct contact with employees and guests and as such good communication skills are a necessity.
This position does require a flexible schedule, able to work morning/afternoon shifts, weekends, and holidays.
Must already be legally permitted to work in the United States.
Applicants without valid work authorization for the United States will not be considered.

Responsibilities

Lead and inspire a team of Guest Experience Executives/Interns to deliver exceptional service.
Provide proper guidance and training and set clear performance expectations and foster a culture of excellence.
Manage VIPs throughout stay: inspect rooms for arrival and turndown, support concierge with VIP requests, support CORE with VIP pre-arrival communication, connect with VIP glitches, coordinate with housekeeping and IRD to ensure VIP rooms are ready for a perfect arrival experience
Review daily arrivals to ensure proper handling of all VIPs, special attention guests, return guests and extended stay guests.
Collaborate with various departments to ensure seamless guest experiences across all touchpoints, focusing on areas such as Front Desk, Concierge, Housekeeping and In Room Dining.
Coordinate and manage VIP recognition programs and ensure they are fully adhered to and run smoothly within the Hotel, including but not limited to Elite, HRG, curbside, VIP meet and greets, VIP amenity program with IRD
Coordinate the GEM program and point of contact to have other managers support experience of non-VIP guests
Briefs managers on VIP arrivals and movements in Morning Meeting
Build meaningful connections and maintain strong relationships with guests, pre, mid and post stay by recognizing their preferences, addressing their inquiries, concerns and feedback promptly, and creating lasting memories.
Anticipate guest’s needs and proactively seek opportunities to enhance their experience during their stay.
Ensure that guest preferences are being collected and properly recorded
Coordinate special amenities based on guest preferences.
Screens next day movements for special instructions to various departments
Provide lobby presence during high occupancy, and peak arrival and departures of guests, groups, and events.
Coordinate the Lobby Ambassador program.
Work with guests or Travel Agents to plan itineraries and special requests.
Perform top VIP room inspections to make sure amenities, welcome cards and special touches have been arranged.
Continuously seek ways to enhance the guest experience by developing and implementing innovative guest recognition programs and initiatives.
Create and monitor schedules of staff and assist in processing payroll.
Coordinate arrivals, departures and billing requirements with Sales and Catering Department.
Block rooms for arrivals and ensure any discrepancies are resolved.
Accept reservations, changes and cancellations in the absence of Reservations Department Staff.
Can answer guest and internal calls in the absence of a Communications Operator