Guest Experience Manager

Four Seasons • Boston, MA

18h • Onsite

About The Position

The Guest Experience Manager is part of the Front Office Management Team within the Rooms Division and leads the overall guest experience at Four Seasons Hotel One Dalton Street, Boston. The role manages memorable, seamless arrival and departure experiences for VIP guests and develops initiatives that improve the guest experience throughout the stay. The manager coordinates directly with guests and hotel departments, oversees Elite guest stays, and works with operational leaders to ensure consistent service execution. The position also calls for prompt, balanced decisions and effective resolution of guest issues, while keeping the Director of Rooms and Planning Committee informed of problems or unusual matters.

Requirements

• Two to three years of luxury hotel supervisory experience.
• Computer literacy.
• Superior guest service and salesmanship skills.
• Excellent analytical and organizational skills.
• Detail-oriented focus.
• Proven leadership ability.
• Strong managerial and supervisory skills.
• Reading, writing, and oral proficiency in English.
• Must already be legally permitted to work in the United States; visa sponsorship is not available.

Nice To Haves

• College degree in Hospitality preferred.

Responsibilities

• Lead the overall guest experience and develop initiatives to improve the experience from arrival through departure.
• Manage VIP, Special Attention, Specialty Suite, and Return Guests, coordinating and monitoring their needs with the relevant departments.
• Oversee Elite guest stays, including pre-arrival arrangements, room allocation, arrival meet-and-greet, and follow-up during the stay.
• Determine amenities for VIP, Special Attention, Specialty Suite, and Return Guests and coordinate them with the management team.
• Partner with operational leadership to ensure consistent service execution across all outlets.
• Make timely, sometimes impromptu decisions that balance guest needs with the hotel's financial, safety, and staffing goals.
• Resolve challenges and service issues affecting VIP guests and promptly keep the Director of Rooms and Planning Committee informed of problems or unusual matters.
• Ensure departments follow up on service issues in a timely manner.
• Perform other tasks or projects assigned by hotel management and staff.
• Assist other departments in resolving problems as required.

Benefits

• Zero-cost medical, dental, and vision insurance for the employee and eligible dependents after 30 days.
• Complimentary life insurance.
• Matched 401(k) retirement plan after one year.
• Employee travel program after six months.
• Complimentary daily employee meals.
• Discounted parking and public transportation.
• Complimentary laundry.
• Paid time off, holidays, personal days, and floating holidays.

What This Job Offers

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