Guest Experience Manager

Four Seasons Hotels and Resorts•Scottsdale, AZ

About The Position

At Four Seasons Resort Scottsdale, exceptional service begins with exceptional people. We are looking for a Guest Experience Manager who brings passion, leadership, and a genuine love for creating meaningful guest connections What you will do The Guest Experience Manager holds the responsibility of ensuring a seamless Guest Journey, involving all departments within the hotel. This role requires an experienced individual to implement strategies aimed at elevating the guest experience. Overseeing guest interactions, proactively addressing and resolving issues, and collaborating with all departments within the hotel 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. The Guest Experience Manager should analyze guest feedback and collaborate with all departments at the hotel to ensure proper set up of the Guest Journey. The Guest Experience Manager will ensure that VIP and frequent guests receive personalized experiences across all facets of the hotel, and will act as the designated point of contact. As designated point of contact for selected guests, the Guest Experience Manager needs to conduct proper arrival meet and greet and should ensure communication is maintained all throughout the stay. Resolves all guest complaints and handle all guest interactions with the highest level of hospitality and professionalism. Accommodates special requests whenever possible, and assists in all inquiries in connection with hotel services, hours of operation, key hotel personnel, in house events, directions, etc. Responds to guests requests in an accurate and timely manner. Coaches staff to achieve all culture standards & core standards of Guest Experience

Requirements

College graduate or Certificate (preferably in hospitality management)
At least have two years related working experience
Requires reading, writing and oral proficiency in the English language
Good Communications skills and Computer skills
Ability to thrive in a fast-paced luxury environment with flexibility for weekends, holidays, and varied schedules
Candidates must have valid work authorization for the U.S.

Responsibilities

Ensuring a seamless Guest Journey, involving all departments within the hotel
Implementing strategies aimed at elevating the guest experience
Overseeing guest interactions, proactively addressing and resolving issues
Collaborating with all departments within the hotel to deliver tailored experiences for specific guests
Creating and maintaining a high level of guest contact
Collaborating with departments across the hotel to curate the guest’s stay
Analyzing guest feedback and collaborate with all departments at the hotel to ensure proper set up of the Guest Journey
Ensuring that VIP and frequent guests receive personalized experiences across all facets of the hotel, and will act as the designated point of contact
Conducting proper arrival meet and greet and should ensure communication is maintained all throughout the stay
Resolves all guest complaints and handle all guest interactions with the highest level of hospitality and professionalism
Accommodating special requests whenever possible, and assists in all inquiries in connection with hotel services, hours of operation, key hotel personnel, in house events, directions, etc.
Responding to guests requests in an accurate and timely manner
Coaching staff to achieve all culture standards & core standards of Guest Experience