Guest Experience Manager

Four Seasons Hotels and Resorts•San Francisco, CA

1d•$78,000 - $82,000•Onsite

About The Position

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: A modern oasis in the city's most exciting location. At the epicentre of San Francisco stands the city’s iconic hotel, where business ideas emerge, loved ones connect and life’s most important celebrations happen. When you’re not shopping at Union Square, enjoying the city’s diverse culinary scene or exploring one of the Bay Area’s top attractions, unwind in our newly renovated guest rooms, designed to represent the natural beauty of San Francisco’s fog, redwood trees and ocean. A modern oasis in the city's most exciting location. At the epicenter of San Francisco stands the city’s iconic hotel, where business ideas emerge, loved ones connect and life’s most important celebrations happen. When you’re not shopping at Union Square, enjoying the city’s diverse culinary scene or exploring one of the Bay Area’s top attractions, unwind in our newly renovated guest rooms, designed to represent the natural beauty of San Francisco’s fog, redwood trees and ocean. We are actively searching for an experienced and energetic manager to become Guest Experience Manager of Four Seasons Hotel San Francisco! The Role – Overview Directs and coordinates the activities of the team to create a special welcoming and memorable experience for our guests. Ensuring accurate communication and follow-up on any problem, guest request, and special requirement. Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

Requirements

Hospitality Management degree preferred; equivalent experience considered.
Minimum of 2 years of luxury hotel guest service experience required.
Excellent communication skills.
Ability to work flexible hours including evenings, weekends, and holidays.
Strong organizational and time management skills with the ability to meet deadlines.
Proficiency with Opera, Golden, and related sales and reservation systems.

Responsibilities

The Guest Experience Manager (GEM) demonstrates passion to create a service culture environment geared towards delivering an incomparable guest experience.
The GEM anticipates and exceeds the expectations of the guest, to build unique and personalized relationships.
Trains and schedules of the Guest Service Team.
Supervises day-to-day performance of the staff.
Coaches staff to achieve Benchmark standards.
Works closely with Front Desk, Concierge, Reservations, Sales and Security to assure smooth handling of guest arrivals and departures.
Manage all VIP arrival, in house and departing guests, ensuring the room blocks are accurate and special requests are properly actioned.
The GEM is expected to work very closely with the room’s coordinator and the housekeeping team to ensure rooms are inspected and ready for all arriving VIP guests.
The GEM provides exceptional leadership and high standards at all times.
The GEM is expected to apply good judgement and is to be seen to demonstrate positive energy and commitment to meet the customer needs, both internal and external.
GEM is expected to have good rapport with colleagues and guests, responding immediately to requests showing a genuine interest to resolving all issues.
Is expected to actively seek out changes and/or improvements in the Operation.
Be goal orientated and focused on positive results, clarifying goals, targets, and expectations with the team.
Constantly maintain Key, Golden and Opera database for accuracy & quality and work with the Guest Recognition Specialists at other hotels and in the corporate office to increase the accuracy of the knowledge of our guests and clients.
Prepare and review all relevant Guest, Profile, VIP and Special Attention guest’s information and share information with all departments.
Ensure all Guest Recognition policies and procedures are followed.
At the daily operations meeting, discuss all VIPs arriving for the day as well as obtain updates from the team.
Support Guest Recognition Program and monitor amenity program.
Enhancing the overall experience for the guests.
Ensure the Pre-Arrival process is thorough and detailed and notable guests are contacted prior to arrival and their stay customized to their needs.
Review the next 2 days of arrivals and discuss any special requirements, traces and itineraries for all guests.
Seek ways to create “wow” moments.
Assists with resolving guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
Seek opportunities for guest-centric experiences
Works closely with Front Office, Housekeeping, Food & Beverage and Engineering to assure smooth handling of guest arrivals and departures
Take action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available.
Responds swiftly and effectively in any hotel emergency or safety situation.
Review the next 2 days of arrivals and discuss any special requirements, traces and itineraries for all guests.
Seek ways to create “wow” moments.
Ensures that all special requests, changes and amenities are recorded and communicated to those concerned
Review next day reservations to ensure that billing profiles, rate plans and special requests are recorded
Actively participates in the daily arrival process, by greeting and interacting with guests
Manages and monitors the guest expectations through the management of the Guest Preference Planners following up with the operations daily communicating milestone celebrations etc.
Assist General Manager and Hotel Manager in introducing and meeting with guests
Maintains a high presence in guest areas i.e. Lobby, Pools, Restaurants and Lounges
Ensures that the day-to-day operational activities of the hotel and direct execution of any guest’s personal requirements and needs are met while ensuring exclusive personalized service, via consistent communication with the leadership team.
Provides Crunch Team assistance throughout the hotel.
Flexibility in scheduling based on VIP arrival patterns and occupancy needs.
Trains and schedules the Guest Service Team.
Supervises day-to-day performance of the staff.
Coaches staff to achieve Benchmark standards.
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
Support the Front Office Manager and make sure all Front Office team members know what activities are available in the city (theatres, sports, concerts, shows, special exhibits, and sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests.
Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
Ensures proper procedure is established and followed to process packages, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
Works harmoniously and professionally with co-workers and supervisors.
Works closely with Front Desk, Concierge, Reservations, Sales and Security to assure smooth handling of guest arrivals and departures.
Stores and retrieves guest luggage and packages.
Delegates appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
Through hands on management, supervises closely all GSAs in the performance of their duties in accordance with policies & procedures and applicable laws.
Monitors employee morale and provides mechanism for performance feedback and development.
Conducts annual Performance Reviews providing honest and appropriate feedback.
Effectively communicates guiding principles and core values to all levels of employees.

Benefits

Market-leading benefits (Medical, Dental, Vision)
401(k) Retirement Plan
Complimentary Accommodation at other Four Seasons Hotels and Resorts
Complimentary Employee Meals
Be yourself and become a member of a work family that cares about you and invests in your development
Elevate your craft here and abroad!
Seasonal “Task Force” opportunities are available
Employee engagement at all levels, where your thoughts and ideas are not only heard but actioned
Paid holidays, vacation, and sick days
Culinary, retail and wellness experiences at special rates
… and so much more!