Guest Experience Manager - San Francisco at Embarcadero
About The Position
The Guest Experience Manager is responsible for delivering exceptional, personalized service to VIP, Special Attention, Profile, and Extended-Stay guests. This role oversees the guest arrival and departure experience, proactively anticipates guest needs, and serves as a key liaison between departments to ensure seamless service delivery in alignment with Four Seasons standards, culture, and policies. We invite you to join Four Seasons San Francisco at Embarcadero. Our work environment pairs a strong commitment to excellent service and authentic experiences with an emphasis on creativity and innovation. We are looking for individuals with not only the right skills but also the right attitude for the role!
Requirements
- Excellent personal presentation, with strong interpersonal skills and a warm, welcoming demeanor
- Positive attitude and professional presence in all guest and team interactions
- Exceptional communication skills, including reading, writing, and oral fluency
- Strong emotional intelligence, diplomacy, and the ability to build meaningful relationships
- High attention to detail with the ability to multitask effectively in a fast-paced environment
- Proven ability to manage complex service recovery situations with professionalism and sound judgment
- Analytical mindset with proficiency in guest experience systems and data tools
- Demonstrated ability to lead cross-functional teams and influence without direct authority
- Adaptable and flexible approach in a guest-focused, dynamic environment
- Flexible schedule with availability to work varied days and times based on operational needs
- College degree preferred, ideally in hospitality or a related field
- Minimum of three years of progressive leadership experience in luxury hospitality
- Proven expertise in Guest Experience, Front Office, Concierge, or Rooms Division leadership
Nice To Haves
- Knowledge of multiple languages is a plus
Responsibilities
- Proactively manage all VIP and Special Attention guest interactions via email, phone, chat, and in person, delivering the highest level of hospitality and discretion.
- Conduct pre-arrival outreach, review guest profiles, itineraries, and preferences, and personalize the guest journey from arrival through departure.
- Meet, greet, and escort selected guests in the driveway and lobby; ensure a visible management presence during peak arrival periods.
- Respond promptly and accurately to guest requests, complaints, and service recovery situations, ensuring resolutions align with Four Seasons standards.
- Support and manage guest-focused programs such as Extended Stay, Children’s Amenities, and specialty suite standardization.
- Partner with Front of House leadership to reinforce Four Seasons culture, service excellence, and core standards.
- Ensure compliance with all Four Seasons Category One and Two Work Rules and Standards of Conduct.
- Utilize hotel systems and software to accurately document guest preferences, special arrangements, and billing details.
Benefits
- Generous medical, dental & vision insurance plans
- 401k Retirement plan
- 8 weeks of New Parental Leave Pay
- Complimentary accommodation at other Four Seasons Hotels and Resorts
- Complimentary Employee Meals
- Paid holidays, vacation & sick days
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What This Job Offers
Job Type
Full-time
Career Level
Manager
