Guest Experience Manager

Four Seasons Hotels and Resorts•Surfside, FL

7d•Onsite

About The Position

The Guest Experience Manager is an integral member of the Hotel Team, responsible for ensuring guests are well looked after from the start of their stay. The role responds to a wide variety of requests by accurately assessing guest needs and adding personal recommendations and thoughtful touches to maximize satisfaction while complying with Four Seasons policies. The manager serves as the point of contact for selected top VIPs before arrival through departure, coordinating their stay and working with guests or travel agents on itineraries and special requests. The role also helps lead guest-focused projects and oversees Front Desk and Guest Service Agents, including hiring-related interviews, training, feedback, performance evaluations, discipline, scheduling, and payroll processing. Additional duties include coordinating with Sales and Catering, preparing room blocks and arrival arrangements, resolving guest concerns, and assisting with Front Office and Guest Services operations. The position is full-time and may involve early mornings, days, evenings, or weekends. Candidates must have valid U.S. work authorization.

Requirements

At least 2 years of experience in a similar hospitality role.
Excellent leadership skills and the ability to motivate and challenge a diverse team.
Working knowledge of hotel property management systems and computer proficiency.
Ability to manage multiple priorities in a fast-paced environment and solve problems independently.
Exceptional interpersonal and guest service skills.
Advanced knowledge of Four Seasons products and services.
Valid U.S. work authorization.

Nice To Haves

Experience in a luxury hotel setting is preferred.

Responsibilities

Serve as the point of contact for selected top VIPs from before arrival through departure and arrange their stays.
Work with guests and travel agents to plan itineraries and address special requests.
Inspect top VIP rooms to ensure amenities, welcome cards, and special touches are arranged.
Drive guest-centric projects that elevate experiences and recognition for qualifying guests; understand guest trends and identify opportunities for new experiences.
Assist in managing the Front Desk and Guest Service Agents.
Interview, train, and provide real-time feedback to staff; conduct performance evaluations and discipline staff when needed.
Create and monitor staff schedules and assist with payroll processing.
Coordinate arrivals, departures, and billing requirements with the Sales and Catering Department.
Block rooms for arrivals and ensure discrepancies are resolved.
Review daily arrivals to ensure proper handling of Special Attention Guests, VIP Guests, and Groups.
Resolve customer complaints throughout the hotel and handle guest interactions with hospitality and professionalism.
Accommodate special requests whenever possible and assist guests with inquiries about hotel services, operating hours, personnel, events, and directions.
Respond accurately and promptly to guest requests.
Assist with Front Office and Guest Services duties, including checking guests in and out efficiently and courteously, using guest names whenever possible.