Guest Experience Manager
Four Seasons Hotels and Resorts•Palm Beach, FL
•Onsite
About The Position
The Guest Experience Manager is responsible for overseeing and enhancing the overall guest experience, with particular focus on VIP recognition, personalization, service recovery, and pre-arrival planning. This role works closely with Front Office, Housekeeping, Pool & Beach, Food & Beverage, Spa, and other operational teams to coordinate seamless and individualized guest experiences. As an Assistant Manager within the Front Office, the Guest Experience Manager also supports resort operations and may provide Resort Assistant Manager coverage based on business needs.
Requirements
- Bachelor's Degree
- Previous operational management experience within Rooms, Front Office, Food & Beverage, or a similar luxury hospitality environment
- Strong leadership skills with a passion for developing exceptional guest experiences
- Exceptional communication, interpersonal, and relationship-building skills
- Strong service recovery and problem-solving capabilities
- Ability to anticipate guest needs and translate preferences into personalized experiences
- Excellent organizational skills with strong attention to detail
- Ability to collaborate effectively across multiple operational departments
- Ability to remain composed, professional, and solutions-oriented in a fast-paced environment
- Advanced understanding of luxury hospitality service standards
- Ability to read, write, and communicate effectively in English
Responsibilities
- Create customized and memorable experiences for resort guests through thoughtful recognition and personalized service
- Manage the VIP guest journey from pre-arrival planning through the in-house experience and post-stay follow-up
- Connect with guests who experience service challenges, ensuring concerns are addressed promptly and resolved before departure
- Conduct pre-arrival outreach to VIP guests to confirm transportation, understand preferences, and assist with personalized itineraries
- Review VIP guest rooms prior to arrival to ensure cleanliness, amenities, preferences, and special arrangements are properly executed
- Coordinate VIP experiences across Housekeeping, Pool & Beach, Food & Beverage, Spa, Front Office, and other resort departments
- Welcome and recognize VIP guests during curbside and limousine arrivals, creating a seamless sense of arrival
- Serve as the primary point of communication for VIP guest experiences throughout the resort
- Monitor guest satisfaction and identify opportunities to improve service, personalization, and guest loyalty
- Manage room readiness priorities and coordinate closely with operational teams to support timely guest arrivals
- Participate in daily operational meetings and communicate relevant VIP arrivals, preferences, and stay purposes to resort leadership
- Partner closely with Resort Assistant Managers and Front Office leadership to support seamless daily operations
- Provide Resort Assistant Manager coverage when required based on operational and business needs
- Continuously identify new opportunities to elevate the guest journey and create meaningful, personalized experiences
Benefits
- Competitive Salary & Wages
- Comprehensive Benefits Package
- 401(k) Retirement Plan
- Excellent Training and Development Opportunities
- Complimentary Accommodations at other Four Seasons Hotels and Resorts
- Complimentary Dry Cleaning for Employee Uniforms
- Complimentary Employee Meals
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What This Job Offers
Job Type
Full-time
Career Level
Manager
