Director of Guest Experience

Four Seasons Hotels and Resorts • Westlake Village, CA

256d • $105,000 - $115,000

About The Position

Four Seasons Hotel Westlake Village is seeking a Director of Guest Experience to lead and elevate our service standards through thoughtful, personalized, and innovative guest interactions. We are looking for a passionate hospitality professional who thrives on delivering exceptional service, handling special requests with care, and responding to guest inquiries with grace and efficiency. This creative leader will play a key role in designing and implementing memorable guest experience programs that reflect our commitment to excellence.

Requirements

• Strong managerial skills are essential, with outstanding demonstrated coaching and development skills.
• Minimum three years' experience in Guest Services or related work, previous supervisory or lead experience is preferred.
• Excellent communication and interpersonal skills, with fluency in English (additional languages are an advantage).
• Excellent personal presentation and interpersonal skills.
• Proven experience in delivering exceptional guest experiences and maintaining high levels of guest satisfaction.
• Knowledgeable about the local area, have a high degree of patience and work with discretion.
• Thorough knowledge of hotel operations, front office procedures, and reservation systems.
• Successful candidate must possess legal work authorization in the United States.

Responsibilities

• Lead and manage the Guest Experience to provide an outstanding level of service to all guests.
• Ensure smooth guest arrival and departure experiences, including proper room allocation and addressing any issues or concerns.
• Handle guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquiries as required.
• Seek out opportunities for guest-centric experiences in all outlets of the hotel and assist hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.
• Develop and implement innovative guest experience programs and initiatives, staying up to date with the latest industry trends.
• Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.

Benefits

• Salary Range: $105,000 - $115,000 + Annual Incentive Plan
• Company Match 401K Plan
• Complimentary stays at Four Seasons Worldwide
• Complimentary meals in our Wellness Café
• Laundry Employee Uniform
• Employee Assistance Program
• Investment in your Wellbeing
• Life Insurance
• Complimentary on-site parking
• Training programs, tuition reimbursement
• Growth & Development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Accommodation