Guest Experience Manager
About The Position
Four Seasons Hotel Miami is a sleek landmark that combines contemporary luxury with resort-style amenities, just a block from Biscayne Bay. Conveniently accessible to the city's prime attractions, the Hotel offers 182 guest rooms and 39 suites, an extensive spa and health club, bars and restaurants. As a centerpiece is a magnificent two-acre terrace featuring three outdoor swimming pools surrounded by 12 cabanas. The terrace also features a unique wading pool designed to resemble a palm orchard planted in the water and a poolside bar and lounge. Four Seasons has been on FORTUNE magazine’s ‘100 Best Companies to Work For’ every year since 1998. With over 99 hotels in 38 countries, Four Seasons is dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality. The deeply instilled Four Seasons culture is personified by its employees – people who share a single focus and are inspired to offer great service.
Requirements
- Strong managerial skills are essential, with outstanding demonstrated coaching and development skills.
- Minimum three years' experience in Guest Services or related work, previous supervisory or lead experience is preferred.
- Excellent personal presentation and interpersonal skills.
- Knowledgeable about the local area, have a high degree of patience and work with discretion.
- Reading, writing and oral fluency in English language (additional language a plus).
- Successful candidates will be a willing team player, comfortable with electronic systems and will to accept assignments on a needed basis in order to promote teamwork.
- Flexibility to work early mornings. evenings, weekends and holidays.
- Exceptional organizational skills, attention to detail, problem solving abilities and the ability to manage several demanding tasks in a consistently busy environment.
- US work authorization is required.
Nice To Haves
- previous supervisory or lead experience is preferred
- additional language a plus
Responsibilities
- Handle guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquiries as required.
- Seek out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.
- Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
- Respond to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
- Communicate with team members to ensure the highest level of personalized service.
- Communicates and liaise closely with Front Office, Concierge, In Room Dining, Housekeeping and various other departments to ensure follow up on any special problems, guest requests (to include amenities, room set ups, preregistration etc.
- Review daily arrivals to ensure proper handling of VIP and Special Attention guests and be able to discuss in the morning meetings.
- Coordinate correspondence with guests pre and post stay.
- Assist hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.
Benefits
- Complimentary Medical, Basic Dental and Basic Vision Insurance for Employee
- Competitive Salary & Wages
- 401(k) Retirement Plan
- Excellent Training and Development opportunities
- Complimentary Accommodation at other Four Seasons Hotels and Resorts
- Inclusive and diverse employee engagement events all year-round.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
