Guest Experience Manager

Four Seasons Hotels and Resorts•Vail, CO

About The Position

The Guest Experience Manager will be responsible for overseeing the VIP guest experience to ensure that established cultural and core standards are met. They will oversee all facets of the guest experience, ensuring consistent and thoughtful service from all employees. This position personalizes all experiences for VIP guests by coordinating with various departments in going above and beyond to ensure all guests have a great stay. This role will also assist in the development and planning of opportunities for guest-centric experiences and oversee these experiences to ensure they are executed consistently. Constant communication between guests via phone, text, and email to make sure all details are correct before arrival and responsible for communicating to all departments.

Requirements

A minimum of three years of hotel/resort management level experience in a luxury hotel, including at least two years as a Department Head in Rooms Division.
Excellent personal presentation and interpersonal skills, good problem-solving ability and proficiency in resort property management systems including Opera and Micros.
Able to work independently and under pressure in a fast pace working environment.
Strong supervisory and managerial skills are essential with outstanding demonstrated coaching and development skills.
Fluency in English with excellent verbal and written communication required.
Applicants must have current work authorization in the in the United States.
A successful candidate will have a flexible schedule, and the ability to work morning, afternoon and evening shifts, weekends, and holidays.

Nice To Haves

Spanish huge plus / preferred.

Responsibilities

Professional communication with our VIP guests and Travel Agents that includes: pre-arrival itinerary building, personalized communication with guests while they are on-property and post departure.
Designated point of contact for selected guests, the Guest Experience Manager will be responsible for proper arrival/departure meet and greet and should ensure communication is maintained throughout the stay.
Resolves all VIP guest complaints and handles all guest interactions with the highest level of hospitality and professionalism.
Accommodates special requests whenever possible, and assists in all inquiries in connection with resort services, hours of operation, key hotel personnel, in house events, directions, etc.
Responds to guests' requests in an accurate and timely manner.
Ensuring a seamless guest experience, involving all departments within the hotel.
Implement strategies aimed at elevating the guest experience.
Overseeing guest interactions, proactively addressing and resolving issues, and collaborating with all departments within the resort to deliver tailored experiences for specific guests.
Actively engaged with guests, the Guest Experience Manager should create and maintain a high level of guest contact and collaborate with departments across the hotel to curate the guest’s stay.
Analyze guest feedback and collaborate with all departments at the hotel to ensure proper set up of the guest experience.
Ensure that VIP, residents and frequent guests receive personalized experiences across all facets of the resort and will act as the designated point of contact.
Coaches staff to achieve all culture standards & core standards of Guest Experience.

Benefits

Salary: $90k annually
Eligible for Performance Base Annual Incentive Plan (10% Target)
Winter Season Lifestyle Benefit
Merchant Pass Available
401k participation with company matching program
Competitive Benefits: Medical, Dental and Life Insurance
Discounted travel with discounted F&B and Spa Services at Four Seasons Hotels and Resorts Worldwide.
Employee Cafeteria available for meals.
Employee engagement at all levels; where your thoughts and ideas are not only heard but actioned.

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